Desktop support analyst

The Desktop support analyst role is the first point of contact for internal customers facing technical issues. This role assists users who contact the Service Desk with incidents and service requests related to IT support, systems, hardware, software; also supports a variety of other requests. In addition, the role is expected to directly fulfill service requests, including but not limited to provisioning access, installing software and services, and resolve incidents. The Desktop support analyst utilizes the existing knowledge base documentation wherever possible and conducts additional research. This role evaluates the accuracy of existing runbooks, suggests corrections as needed, identifies knowledge gaps, and provides additional documentation whenever possible.

• Experience with providing desktop support in a healthcare clinic environment for all system users.

• Has the ability to delegate, as necessary, to other Support Analysts.

• Ability to think fast and respond graciously in the face of technical problems.

• Working knowledge of PC hardware, including laptops, desktops and printers.

• Ability to work independently and manage projects with little supervision.

• Demonstrate strong problem-solving skills and sound judgment.

• Ability to communicate well both verbally and in writing.

• Foster culture of security awareness.

Required Experience

Required:

• 3 to 7 years of experience in a desktop support role

• Associate’s degree in Computer Science, Information Technology, or a related field, or 3 to 7 years of equivalent experience will be accepted in lieu of the required degree or diploma.

• Experience assisting users and employees with information technology issues.

• Designs network solutions including security issues and related IT issues.

Preferred:

• Ability to stay up to date with latest technology trends