Desktop Support Analyst I
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POST DATE 8/31/2016
END DATE 7/19/2017
Northwestern Memorial Healthcare
JOB DESCRIPTIONThe Desktop Support Analyst I reflects the mission, vision, and values of Northwestern Memorial, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards. The Desktop Support Analyst I will have primary responsibility for maintaining PC, Printer, and handheld hardware including operating systems support. To that purpose, the position provides business-use guidance as well as technical guidance for end user technologies. The role includes hardware and software deployment as necessary. Technical Skills: Knowledge on Microsoft Operating Systems & HP & Dell PC platforms. Provides desktop hardware and software problem identification and resolution for all PCs related equipment. Completes hardware moves and equipment replacements for all PCs and all PC related equipment. Provides feedback and suggestions to the appropriate Information Services architecture teams on topics related to supported hardware and software standards. Support and ensure compliance with workstation hardware and software standards (including delivery) as determined by the Information Services department. Communicate with resource coordinator on day to day team environment. Communicate with Customer Response Unit and provide needed support to meet immediate customer needs. Customer Service: Responds thoroughly and promptly to customer needs. "Owns" customer relationships and follows issues through to closure. Applies problem solving concepts and takes ownership to solve end-user problems. Escalates problems to senior support staff as necessary. Successfully conducts follow-ups to ensure problem resolution and/or service requests are completed to user satisfaction. Provides suggestions of new processes to enhance customer service. Understands the business and clinical processes at NMH and the operational environments of assigned customers. Communication Skills: Communicates clearly, responsively, and concisely with customers and team members. Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions. Personal and Staff Development: Seeks to improve talents and skills consistent with overall IS direction. Takes direction from senior support staff. Develops skills based on field experience. Teamwork: Focuses on IS team success and promotes collaborative efforts with others. Shifts easily among different technical and project roles as required by situation. Adapts well to rapid change and multiple priorities. Providing on-call support is required. AA/EOE.
* Associate Degree or equivalent experience.
* 1-2 years of information system experience.
* Healthcare knowledge.
* A Certifications.