Desktop Support Analyst I

5 days ago

Ann Arbor, Michigan, United States Trinity Health Full time
Job Summary We are seeking a skilled Desktop Support Analyst I to join our team at Trinity Health. As a Desktop Support Analyst I, you will be responsible for configuring, installing, monitoring, and maintaining ITS users' desktop software and hardware. You will provide consultation to TIS users for all aspects of end-user computing and desktop-based LAN systems software. You will also provide technical support and guidance through Tier 2 support and work with vendors to resolve Tier 3 issues. Additionally, you will participate in projects and support mobile workforce. Key Responsibilities * Configures and installs software on IS users' desktop and laptop computers. * Installs new computer hardware (desktop, laptop, PDA, printer, etc.) at users' locations. * Provides desk-side end-user Tier 2 support and problem troubleshooting for moderately complex issues for both hardware and desktop software and works with vendors to resolve Tier 3 issues. * Provides consultation to TIS users for all aspects of end-user computing and desktop-based LAN systems software. * Participates in project activities including data collection, design suggestions, and communications with project teams and end users. * Responsible for documenting solutions to problems, trouble-shooting techniques, and developing end-user guidelines. * Recommends changes based upon history and experience. * Assists with roll-out of new/upgraded desktop software packages. * Participates in the testing and evaluation of new desktop packages and implements prototypes. * Assists with ongoing documentation and management of desktop systems. * Supports mobile workforce. * Helps end-users learn to use software, feel comfortable working in a computing environment, and encourages positive communication with technical staff. * Troubleshoots network problems including desktop loss of connection, Internet connection problems, etc. * Participates in on-call support rotation as specified by management. * Assists in physical moves of computer equipment. * Escalates issues as appropriate when troubleshooting yields no results and/or based upon severity of issue (ex. virus outbreak). * Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health's Integrity and Compliance Program, and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior. Requirements * Bachelor's degree in Computer Science, Information Systems, or related field or equivalent combination of education and work experience. * Two (2) or more years of hands-on experience with knowledge of installing complex applications, hardware, and troubleshooting techniques required or demonstrated proficiency in these areas. * Microsoft and Personal Computer Certifications (A+, Network+, MCDST, MSP) or equivalent work experience. MSCE certification preferred. * Advanced skills in Microsoft desktop operating system/applications installation and support (Microsoft Office and Outlook) experience. * HP Desktop and Laptop Certification preferred. * Experience on multiple platforms including concepts of networking (LAN and WAN) and IS best practices required. * PC Imaging experience required. * HP/Lexmark printer experience required. * Excellent communication and interpersonal skills. * Excellent oral and writing skills for client communication and system documentation. * Ability to troubleshoot software and hardware malfunctions. * Ability to remain calm, helpful, and productive in all situations. * Ability to resolve multiple customer issues simultaneously. * Must be comfortable operating in a collaborative, shared leadership environment. * Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

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