Desktop Support Analyst
About The Position
The Desktop Support Analyst installs and maintains personal computer hardware and software, along with peripheral equipment related to desktop support. The role supports computer workstations, laptops, printers, mobile devices, and other equipment, as well as approved software. It responds to support tickets, troubleshoots and resolves problems in a timely manner while adhering to established SLAs, and provides customer service to all levels of the organization. The position is full-time, 40 hours per week, Monday through Friday, 8:00 a.m. to 4:30 p.m., and is onsite in Akron, Ohio. Travel to regional locations is required. The analyst documents procedures, standards, best-practice configurations, settings, installation sequences, and back-out instructions; supports and enforces ISD policies; assists with Office 365 and related applications; and supports reactive and proactive annual refreshes of computing devices. The role may also involve interfacing with approved Akron Children’s vendors and performing other assigned duties.
Requirements
- High school diploma or equivalent.
- At least four years of experience.
- Ability to work under minimal supervision.
- Strong computer troubleshooting abilities.
- High attention to detail.
- Ability to work with customers at all levels.
- Willingness to travel to remote locations.
- Valid state driver’s license and ability to obtain and maintain insurability under the ACH insurance carrier’s requirements.
- Complete an annual physical with the Akron Children's Hospital Employee Health Department.
Responsibilities
- Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, and other computer equipment and peripherals.
- Configure, deploy, maintain, troubleshoot, and support approved software.
- Create alternative methods for completing tasks and correct user errors and system inconsistencies to improve desktop team function.
- Document procedures, standards, best-practice configurations, settings, installation sequences, and back-out instructions.
- Respond to tickets and troubleshoot and resolve problems promptly while adhering to established SLAs.
- Support and enforce Information Service Department (ISD) policies.
- Travel to regional locations to perform tasks related to core duties.
- Provide customer service to all levels of the organization.
- Support Office 365 and related applications.
- Support reactive and proactive annual refreshes of computing devices.
- Interface with approved Akron Children’s vendors as required.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
