Desktop Analyst III

The Desktop Analyst III provides expertise in all levels of complexity to hardware/software troubleshooting that includes operating system, hardware design/build, hardware install, application install, repairs, and comprehensive network support to desktop/laptop devices, printers, mobile devices, and end users of the El Rio Enterprise network. Performs routine maintenance for Windows Operating Systems and all desktop related software packages. Ensures pc systems and applications conform to security and configuration standards. Ensures devices are patched after patches are validated and tested. Modifies and upgrades systems software and program products to current release levels. Works in conjunction with various IT staff (technicians, engineers, architects, analysts) in managing desktops and application maintenance when applicable. Serves as main point of contact for hardware and software reporting/inquiries of various levels of complexity. Provides detailed training, support, and documentation when necessary.

Essential Job Functions:

• Plans, designs, and builds computer operating system images.
• Maintains computer golden image to ensure security requirements, patch levels and necessary hardening is in place and enforced.
• Reviews patches, ensures patches are tested, reviews exclusions, tracks patch adherence levels and reports out, as required for all desktop related applications.
• Participates with team members in the evaluation and recommendation of new and related technologies, and in recommending upgrades to supporting software.
• Maintains inventory of IT assets related to desktop devices when applicable.
• Troubleshoots complex desktop hardware/software and network connectivity problems.
• Installs, configures, and troubleshoots Microsoft Windows, Windows Embedded, IOS and other operating systems.
• Supports computer hardware and software through on-site and remote connections by performing installation and configuration of all I.T. equipment (including Desktop related servers and associated devices) and making it network ready.
• Resolves problems or follows proper escalation process within defined Service Level Agreements (SLA) time frames.
• Assists with the training/mentoring of Desktop Analysts.
• Is the desktop technical expert for other IT staff regarding desktop hardware and software issues.
• Determines, documents, and presents information for the selection and implementation of vendor products which meet the needs of the organization.
• Provides technical assistance to staff including interpretation of specifications.
• Provides expertise and leads projects relating to desktop hardware design, build, installation, and testing.
• Completes work as described in Statements of Work, Service Level Agreements, or project plans.
• Complies with all facility policies and procedures including but not limited to those addressing HIPPA and Compliance.
• Demonstrates at all times a professional attitude and acceptable job performance for all duties, tasks, responsibilities, and assignments for this position at any location or assignment that supports the operational needs of El Rio Health and as assigned by organizational leadership.
• Evaluates problems, situations, or issues presented to the employee for priority needs, resolving the problem effectively and in a timely manner using critical thinking and problem-solving skills appropriate to the position and authority of a Desktop Analyst I.
• Demonstrates and models El Rio Behavioral Standards in all interactions with patients, co-workers, and visitors.
• Communicates effectively through written, verbal, and interpersonal skills as applied when interacting with patients or visitors, employees, and internal/external clients or representatives.

Minimum Education and Experience:

• Two (2) year degree in Computer Science or related field of study from an accredited college or some combination of certifications, education, and/or experience.
• Associate's degree in information technology or related field from an accredited college or university or an equivalent combination of relevant education and/or experience
• Three (3) years working experience as a Desktop Analyst II (or equivalent)
• Three (3) years of experience working in a complex IT environment.
• Two (2) years working at an advanced technical level such as managing enterprise services (desktop imaging, desktop server hardening, SCCM packages, etc.).
• One (1) year developing technical specifications and developing business case for recommendations.

Required Licenses, Certifications, and Registrations:

• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.

Preferred Education, Experience, Skills, Abilities:

• Bachelor’s Degree in Information Technology or a related field from an accredited college or university.
• Certification in one or more advanced technical specialties related to the role (server, cloud, security, vendor (i.e., Microsoft, AWS, VMWare, Citrix, Cisco, etc.).
• Five (5) years of experience working in a complex technical environment, preferably in healthcare.
• Strong level of expertise in Cybersecurity best practices as it relates to system hardening.
• CompTIA Net+.
• CompTIA Sec+.
• Com TIA A+.
• Bilingual (English/Spanish) with the ability to speak, read and write in both

El Rio Health is a diverse and inclusive organization. We are invested in helping you and your family Create Tomorrow.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. El Rio Health does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age 40 and over, disability, genetic information, military status, ancestry, marital status, familial status, or any other status protected by law or regulation.

All employees are required to undergo drug testing prior to employment and, will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing.

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