Service Desk Analyst II - Hrly FT

Position Highlights:

• Employee-centric: Competitive pay, excellent benefits, tuition assistance, retirement plan matching, recognition program, local discounts.
• Stability: Serving Erie and surrounding counties since 1876.
• Lifestyle: Sandusky was voted “Best Coastal Small Town in America”. You will have the opportunity to enjoy living and working in this growing area along the beautiful shores of Lake Erie.
• Work/life: You will find support to help you manage your personal life while building a career.

What You Will Do:

• Plan, organizes and oversees the installation and maintenance of PC/workstation software, hardware and related components autonomously and as requested by the manager or supervisor without direct supervision. Required to lift and move a variety of computer-related hardware between various FRMC locations.  Generates and maintains appropriate documentation, and tracks and reports progress on all active projects. Provides guidance to team members on active projects and evaluates documentation prior to manager review.
• Independently plans, schedules, and installs computer-related hardware to ensure that FRMC operations are maintained, as approved by Senior Administration.  Responsible for scheduling, set-up, and trouble-shooting audio-visual equipment and mentoring team members when doing the same.
• Responsible for collaborating with Network Analysts as it relates to network monitoring and infrastructure troubleshooting, with particular emphasis on wiring closets and cabling.  Advanced alerting to managers regarding potential issues of concern regarding capacity and/or performance as it relates to end user experience.  Manages and verifies application and network security by maintaining user accounts and network access privileges.  Maintains asset records, monitors licensing and distribution of software, and assists with the evaluation of new products.
• Evaluates hardware and software function, performance, and utilization issues. Troubleshoots problems and initiates corrective action.  Provides Level-2 Service Desk support to FRMC system users, including Medical Center management and administration.
• Provides technical assistance, training, and ongoing support to fellow Information Services staff, and users of FRMC systems.  Establishes appropriate procedures for system utilization. Provides stand-by coverage as scheduled, and subject to call-in as needed.
• Communicates ideas; understands and interprets other's ideas; demonstrates courtesy, consideration, and patience while mentoring team members to do the same.  Puts organizational goals ahead of personal goals; manages fluctuations in work and schedule requirements effectively; demonstrates initiative and cooperation and sets clear expectations for others to demonstrate the same.

What You Will Need:

• Bachelor’s Degree in related field or 4 years of equivalent career experience preferred.  Hardware certification of any type, or Microsoft Windows and/or Microsoft Office certification, is a plus. COMPTIA certifications, equivalent or higher, preferred and may be condition of employment within “Get Acquainted” period. (A , Network , Server , Security , Project )

• Achieves professional certifications as requested by manager or supervisor in accordance with all Fireland's training policies and procedures.
• Demonstrates working knowledge of Incident, Problem and Change Management procedures as defined by the Information Technology Infrastructure Library (ITIL).
• Demonstrates knowledge of and ability to install, support, and train others in the proper use and care of various computer-related equipment, such as (but not limited to) PCs/workstations, printers, scanners, bar code readers, etc.

• Must possess a valid State of Ohio motor vehicle operator's license and be insurable under Firelands' auto policy.  Employee must provide proof of personal automobile liability insurance coverage upon request.

• Successful completion of a one hundred eighty (180) day probationary period.