Desktop Support Analyst

Job Summary

The Desktop Support Analyst provides support to all the computer end-users of CareWell Health.  Responsible for end-to-end resolutions of issues that come with the ticketing system.  Works and/or collaborates on information technology projects and other various tasks that are needed to support the Hospital data center and/or network, including vendor support resolution, following the Hospital Service Level Agreements (SLA) AND Information Technology Infrastructure Library (ITIL) practices.

Essential Functions                                                                                                                       

• Responsible from start to the resolution of issues/incidents assigned to the Service Desk Analyst queue following the Hospital’s established Service Level Agreements (SLA) and Information Technology Infrastructure Library (ITIL) procedures. 
• Documents incidents/issues from the initial troubleshooting steps to the final resolution.  Creates and/or modifies knowledge base articles that will speed up resolution for future incidents.
• Works with third parties/vendor to support/resolve incidents/issues, and follows all other additional Hospital authorized procedures.
• Performs non-medical hardware tasks to include building/repair and/or fixing, and deploying workstations, laptops, and printers following procedures authorized by the CWH Information Technology department.
• Proficient on Office 365 Tools, and basic troubleshooting steps.
• Performs server administration task, to include, but not limited to, account administration (e.g. creation of new accounts, modifying of accounts, password resent, e-mail accounts, security groups, distribution groups) DHCP/DNS issues, software troubleshooting on applications.
• Performs Network administration tasks to include, but not limited to, Wi-Fi connection issues, plugging up devices to switches, configure network and end-user devices to receive proper IP/DNS resolution, VPN, use of only authorized tools and applications/services to solve network related issues, and various network related issues on end-user devices, and following all other additional procedures authorized by the CareWell Health’s Information Technology department
• Participates in other information technology related projects that they may be assigned in accordance Hospital and department guidelines alone and/or as part of a team

Knowledge, Abilities & Skill

• Ability to work independently and/or as part of a team.

• Demonstrates the ability to troubleshoot using Information Technology Infrastructure Library (ITIL) methodology, as well as out-of-the-box thinking.
• Knowledge of the operating systems of Windows 7, Windows 10, Apple iPhone, Apple iPad.
• Some knowledge of Windows Server with a focus on Windows Active Directory, DHCP, DNS.
• Ability to understand Citrix related products and/or Microsoft related productions that are both end user based and server-based solutions or hardware.
• Ability to learn new systems independently and/or part of training sessions and/or part of knowledge base articles provided by the CWH Information Technology Department.
• Knowledge of ServiceNow platform or equivalent ITIL ticketing system use.                                           
• Knowledge of remote support tools including by not limited to DameWare, QuickAssist, RDP, and other equivalent tools that are authorized by the CWH Information Technology department.
• Basic creation knowledge of PowerShell and batch file scripting
• Excellent writing and oral skills in English.
• Ability to demonstrate, adheres to, and promotes CWH Service Excellence Standards
• Ability to work a standard shift, weekend, night time work, and/or irregular hour shifts for projects and other functions that might not happen during normal business hours.
• Ability to respond to network and server related incidents at night time on a rotating schedule with other members as the escalations point of contact.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Minimum Education/Certifications

• Bachelor of Science / Bachelor of Arts Degree in an information technology related field or higher degree
• and / or
• Combination of relevant work experience and Certifications
• Minimum of three (3) years of relevant/equivalent work experience

Working Conditions

HEAVY WORK:  Exerting up to 100 lbs. of force occasionally, and/or in excess of 50 lbs. frequently, and/or in excess of 20 lbs. of force constantly to move objects

 Exposure to Hazardous Materials such as – wastes, dusts, gases, fumes.