Desktop Support Analyst

Job Summary

Installs and supports new and/or existing microprocessor-based computing systems and associated peripheral computing devices. Determines required hardware and software collaboratively with end-users and other appropriate I/S support groups, and in accordance with accepted I/S standards, policies and procedures. Responds to outages and other critical events, including go-live support and on-call requests outside of core business hours. May troubleshoot with other I/S teams. May train end-users in the use of equipment. Responsible for the basic upkeep, configuration, and reliable operations of microprocessor-based computing systems, printers, and peripherals. Demonstrates an intermediate understanding of and meets the service level agreements of the organization. Demonstrates a basic understanding and adheres to departmental processes for change control. Maintains a level of cybersecurity knowledge sufficient to securely accomplish their job duties.

Responsibilities

1. Frequently works under general supervision. Follows written instructions and established procedures to accomplish assigned tasks.
2. Duties and tasks can be non-routine. Resolves most questions and problems, and seeks guidance from higher level team members on only the most complex issues. Performs some advanced functions as part of training and development.
3. Under general supervision, utilizes the current service management solution to work incident and service request tickets in accordance with agreed-upon SLAs throughout the ticket lifecycle.
4. Demonstrates an intermediate ability to install, upgrade, and test new-or-existing microprocessor-based computing systems, printers, peripherals, and other supported devices.
5. Demonstrates an intermediate ability to troubleshoot microprocessor-based computing systems, printers, peripherals, and other supported devices.
6. Demonstrates an intermediate ability to troubleshoot the operating system and installed software on microprocessor-based computing devices.
7. Under general supervision, responds to all Desktop-related requests, including work efforts and PMO projects.
8. Under general supervision, responds to all unplanned outages and critical events.
9. Under general supervision, handles all IT assets across the asset lifecycle in accordance with established policies and procedures, from acquisition to disposition.
10. Demonstrates an intermediate ability to produce all relevant documentation, including step-by-step instructions, installation and configuration settings, and quick reference cards.
11. Demonstrates an intermediate ability to create alternative methods of completing tasks and improving team processes.
12. When called upon, demonstrates an intermediate-level ability to load vendor software not requiring in-depth installation requirements. This may require vendor-engagement and/or collaboration with other IT teams.

Knowledge, Skills & Abilities

Patient Group Knowledge (Only applies to positions with direct patient contact)

The employee must possess/obtain (by the end of the orientation period) and demonstrate the knowledge and skills necessary to provide developmentally appropriate assessment, treatment or care as defined by the department's identified patient ages. Specifically the employee must be able to demonstrate competency in: 1) ability to obtain and interpret information in terms of patient needs; 2) knowledge of growth and development; and 3) understanding of the range of treatment needed by the patients.

Competency Statement

Must demonstrate competency through an initial orientation and ongoing competency validation to independently perform tasks and additional duties as specified in the job description and the unit/department specific competency checklist.

Common Duties and Responsibilities
(Essential duties common to all positions)

1. Maintain and document all applicable required education.
2. Demonstrate positive customer service and co-worker relations.
3. Comply with the company's attendance policy.
4. Participate in the continuous, quality improvement activities of the department and institution.
5. Perform work in a cost effective manner.
6. Perform work in accordance with all departmental pay practices and scheduling policies, including but not limited to, overtime, various shift work, and on-call situations.
7. Perform work in alignment with the overall mission and strategic plan of the organization.
8. Follow organizational and departmental policies and procedures, as applicable.
9. Perform related duties as assigned.

Education
High School Diploma or GED (Required) Education: Preferred Certification or Associate Degree or equivalent experienceExperience: 2+ years of experience in area of specialization or related professionComment: CompTIA A+ or agreed upon technical certification within 18 months of hire date.

Credentials
No Certification, Competency or License Required

Work Schedule: Days

Status: Full Time Regular 1.0

Location: Northgate-400 Association Dr.

Location of Job: US:WV:Charleston

Talent Acquisition Specialist: Guy S. Stewart