EVENING DESKTOP SUPPORT ANALYST

South Central Regional Medical Center•Laurel, MS

About The Position

The IT Desktop Support Analyst is responsible for supporting and enhancing the end user computing environment owned by South Central Regional Medical Center. Specific responsibilities include installing and supporting hardware and software, performing system upgrades, and managing mobile devices. Responsibilities also include operational support activities such as troubleshooting and resolving software and hardware related problems, documenting requests and processes, and ensuring seamless and quality technical support for SCRMC customers in alignment with SCRMC standards, controls and governance. This requires an understanding of basic network connectivity, basic printer and print server functionality, and hardware and software troubleshooting skills. In addition, individuals must have excellent communication skills to properly meet the customer's needs. This position is for an evening timeslot from 3-11:30pm.

Requirements

Desktop support troubleshooting skills
High level of VMware View Virtual Desktop infrastructure knowledge
Printer troubleshooting skills from perspective of both the physical device and the printer que on the print server
Basic network connectivity troubleshooting skills
Experience with Microsoft Active directory users and computers
Group Policy troubleshooting and experience
Citrix receiver troubleshooting from local client
Client configuration for wireless networking
Windows Deployment Services
Prefer previous IT experience within an enterprise.

Nice To Haves

A professional certification from Microsoft in desktop support, Windows 7, Windows 8 or Windows 10 is preferred but not required.

Responsibilities

Demonstrates c creativity and takes initiative in problem solving. Resolves or facilitates resolution of basic hardware and software problems for users.
Coordinates with vendors that host off premise systems for the organization when there is an issue.
Participate in on call rotation schedule.
Provide exceptional customer service for South Central Regional Medical Center users.
Demonstrates a customer service approach to service delivery and effectively communicates with our customers on requests and incidents.
Demonstrates motivational attitude.
Show technical aptitude and ownership of issues across multiple disciplines and technologies.
May have to work hours outside of normal 8-5 for projects and on call rotation.
Be able to properly image new workstations and add to domain for South Central Regional Medical Center
Troubleshoot Web, Email, Office issues for users and coordinate with systems and network team for website access issues due to web content filtering systems of South Central Regional Medical Center
Collaborate and escalate issues when unable to resolve to Tier 2 and 3 teams
Ensure security and operational standards and procedures are maintained in accordance with SCRMC IT compliance requirements, HIPPA standards, and industry best practices.
Identify and implement automation opportunities.
Research and recommend appropriate best practices and tools for desktop support team.
Other duties as assigned by management.
Close support requests in ticketing system in timely manner