Desktop Support Analyst II

7 days ago

Collinsville, Illinois, United States TOUCHETTE Full time
Job Summary

The Desktop Support Analyst provides technical support services for desktop hardware, software, and networking related problems. The role involves fielding and addressing user requests and calls for service through email, phone, remote tools, and on-site visits.

Key Responsibilities
  • Receive and record all requests for service and incidents received via telephone, voicemail, email, and from walk-up customers in the Incident and Request Management System.
  • Provide daily break/fix support for all desktop hardware and software issues via remote and onsite troubleshooting.
  • Perform daily Asset Management related activities.
  • Prioritize and escalate incidents and requests per established matrix.
  • Follow-up with customers to confirm incident resolution.
  • Provide Move Request and Project support.
  • Participate in the On-Call support rotation for after hours, weekends, and Holidays.
Requirements
  • Associates degree in a related IT field and/or 4 years related work experience.
  • Minimum 2 year helpdesk or IT call center experience.
Preferred Qualifications
  • Previous experience providing end user support in a call center environment.
  • Previous experience working in corporate and clinical environments.
  • Experience with problem escalation and engaging IT departments.
  • Experience troubleshooting other hardware such as, hard drives, memory, network interface cards, virtual drives, docking stations, etc.
  • Experience installing application software, drivers, and imaging desktop hardware.
Skills and Abilities
  • Excellent customer service skills.
  • Strong communication skills.
  • Strong technical aptitude and desktop troubleshooting skills.
  • Extensive knowledge of MS Windows and MS Office products.
  • Strong documentation and user guide development skills.
  • Intermediate Desktop hardware and peripheral equipment knowledge.
  • Intermediate knowledge of Network troubleshooting, including wireless issues.
  • Intermediate mobile device support.
  • Knowledge of Asset Management procedures.
  • Knowledge of basic and intermediate IT terminology.
Physical Demands
  • Office environment with extensive sitting, standing, walking, stooping, reaching, and lifting up to 40 pounds.
  • Must be able to travel to remote locations, lifting, bending, transporting, and installing equipment.
FLSA Statement

This position is classified as non-exempt under the Fair Labor Standards Act (FLSA). Employees in non-exempt positions are entitled to receive overtime pay for any hours worked over 40 in a workweek in accordance with state and federal regulations.

EEO Statement

Touchette Regional Hospital is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

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