It Analyst – Desktop Support

The goal for the Desktop Support Analyst (DSA) is to achieve total end-user satisfaction by providing an exceptional customer service experience while resolving technical and software problems via telephone, remote control, email, or on-site support. A person serving in this capacity helps end users navigate the best practices and standard DCH procedures for proper, secure usage of IT resources.

The DSA serves as a key resource between DCH Health System departments, their contracted agencies and Information Technology Department. Creates and updates policies and procedures related to the use, management, and support of technology/applications.

• To provide support to end-users for PC, printer, applications, wireless, networking to the data closet and any other supported desktop hardware.
• To follow up daily on open cases, with emphasis on customer involvement and communication.
• Ability to be flexible with work schedule.
• To serve as an expert resource for lesser ranked staff, helping to build the skill set of these assistants.
• To document progress and complete tasks in the support software, and respond to radio and email notifications. This process includes interviewing the customer, asking questions to clarify their needs, and checking the online knowledge base in order to improve subsequent troubleshooting.
• To restore service and/or identify and correct core problems by interacting as needed with other Information Technology teams, other DCH Departments, independent DCH business partners and vendor support personnel.
• To simulate or recreate user problems to resolve operating difficulties.
• To use informed reasoning to resolve tasks and problems at the lowest point of escalation whenever possible, but also identifies when to seek help on more complex problems to intermediate and/or senior level staff or team leadership.
• To communicate technical or complex terms and explanations in user friendly, non-technical language.
• Will participate in after hours and weekend on-call coverage.
• This position will commit to fostering an environment of heightened security following Information Technology Security Policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA), on an annual basis.
• To provide the primary support role for offsite physician offices or a remote facility like Fayette or Pickens Hospital, remote physician offices or other remote locations.
• To deploy lesser ranked level staff for work appropriate to their skill level, creating time for the Analyst to perform more difficult tasks.
• To recommend systems modifications to reduce user problems.
• To contribute to knowledge base articles, creating and updating documents as needed to improve resolution rates for the department.
• To ensure verbal handoff of escalated issues by radio or phone call. Timely escalation is important, particularly in regards to patient safety, high priority or high volume situations.
• To coordinate dialogue between the customer and multiple vendors to resolve problems.

DCH Standards

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• All other duties as assigned.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.

Required Minimum Qualifications

One of (Associates / Technical degree / IT certification in a related field) with 5 years of IT experience.

OR

High School / GED with 7 years of relevant IT work experience.

IT Desktop/Customer Service experience in a Health Care IT setting is highly preferred.

Work experience or certifications may substitute for education requirement. Higher level degrees, certifications and experience are preferred.

Higher Level Degrees, Certifications And Experience Are Preferred.

Related skills, certifications and experience for a Desktop Support Analyst include high level proficiency in some combination of personal computer, desktop hardware, networking (LAN/WAN), telecommunications, applications and/or operating system skills.

Must be able to read, write legibly, speak and comprehend English.

Strong written and oral communication skills with the ability to make formal presentations and in-services required.

WORKING CONDITIONS

Desktop Support Analyst This role involves physical active work. Desktop Support duty involves lifting 55 pounds and lifting and/or carrying such articles as printers, paper boxes, PC's, ladders and telephone hardware including sets and distribution system materials. Desktop Support involves standing, walking, climbing ladders, pulling cables, drilling holes, and other mechanical duties that require sound motor skills. Requires being able to stoop, kneel, and crouch downward and forward by bending legs and spine. Employee should be able to reach and extend hands and arms in any direction, bending, crawling, and stooping. Proper protective equipment will be provided as work environments can include new construction, existing office spaces/desks and medical treatment areas. Has the ability to travel to all Health System facilities. Hearing and vision must be normal or corrected to within normal range. Employee is able to perform these duties with or without reasonable accommodation.

Hearing and vision must be normal or corrected to within normal range. Able to perform the duties with or without reasonable accommodation.