It Service Desk Analyst

Position Summary:
Under general direction, the Service Desk Analyst is responsible for providing technical assistance / support for desktops, laptops, virtual desktops, network connectivity, business applications, VOIP telephone systems and any other peripherals from customer phone calls, email, walk-ins, and customer service portal. Responsible for providing on-site support for all facets listed and are expected to diagnose, research and isolate the problem, as well as maintaining a business relationship with internal customers. Must be able to communicate in a clear and professional manner both verbally and in writing to ensure understanding by the customer. Understands business workflows as needed to consult with customers on Service Requests. Makes sound technical decisions that meets both enterprise and customer expectations for implementation of solutions. Responsible for the deployment/installation of new computer desktop equipment, upgrading and rebuilding of existing equipment, movement of equipment as assigned, and accurately updating inventory database for asset management. Facilitates large scale moves and deployments to ensure a seamless transition to new location. Escalates issues after exhausting all other resources. Required to organize and prioritize a queue of issues or Service Requests to ensure timely service is provided and patient care is minimally impacted. Creates and maintains departmental documentation.

Qualifications:
EDUCATIONAL REQUIREMENTS
Associates Related Field OR Two (2) years experience in providing desktop computer support.
CERTIFICATION & LICENSURE REQUIREMENTS
Driver's License
EXPERIENCE REQUIREMENTS
Two (2) years Computer / Information Technology � PC Specialist OR Associates degree in computer field.
SKILLS AND KNOWLEDGE
Effective verbal and written communications skills. Good time management skills. Ability to work on and complete assigned tasks calling on other team members as needed. Ability to function effectively and efficiently in high stress/emergency situations.

Essential Functions:

• Acts as first responder to provide technical assistance and support for all reported Information Technology issues.
• Maintains detailed documentation of incidents and troubleshooting steps, as well as ensuring accuracy of asset management database.
• Triage problem by performing analytical analysis to troubleshoot, escalate, or resolve reported issues.
• Provides onsite set up and support to end users for laptops, desktops, label printers, peripherals, and any other hardware or software
• Manages network account issues
• Uses authorized tools to resolve user account and network device access issues.
• Create and modify network security groups as needed.
• Consults with departments and understands their departmental workflows to advise on sound technological solutions.
• Proactively recognize symptoms of systems outages and trends through reported issues and communicates throughout the organization.
• Maintains composure in high stress situations while de-escalating excited or frustrated customers.
• Collaborates with department leaders to ensure a successful move for departments to new locations.