Desktop Support Analyst II

Employment Type:Full timeShift:Day Shift

Description:Performs in-depth technical support and lead trouble shooting efforts for specific technology services, hardware, products, or applications. Serves as tier two escalation support for service tickets, for non-routine, difficult and complex technical problems. Collaborates and communicates with vendors, as needed, to resolve technical issues with hardware and software. Regularly updates and maintains computer and equipment inventories in accordance with the standards and security practices of Trinity Health.

POSITION PURPOSE

Performs in-depth technical support and lead trouble shooting efforts for specific technology services, hardware, products, or applications. Serves as tier two escalation support for service tickets, for non-routine, difficult and complex technical problems. Collaborates and communicates with vendors, as needed, to resolve technical issues with hardware and software. Regularly updates and maintains computer and equipment inventories in accordance with the standards and security practices of Trinity Health.

ESSENTIAL FUNCTIONS

• Utilizes ticketing system to manage and complete assigned tasks. Logs all activities and tasks according to standards
• Provides a high level of customer service Trinity Health users across multiple business lines.
• Responsible for troubleshooting, ad-hoc end-user support, managing work priorities and communicating status effectively and efficiently.
• Assists in physical moves of computer and phone equipment.
• Support corporate and BYOD mobile devices (iPhones, iPads, Android, IoT, and smart devices)
• Participates in one-on-one and group training for peers and customers on technical subject matters, including assisting in the onboarding of new hires.
• Ensures that all devices meet security standards in regard to encryption, management, and protection prior to connecting them to the network.
• Verifies and evaluates user requests and related requirements. Recommends most effective resolution utilizing current technology toolsets.
• Develop knowledge and understanding of quality, service levels, security, governance, risk, and compliance requirements for supported areas and demonstrates understanding of and adherence to documented policies.
• Develop knowledge of supported business applications and processes to assess the impact of technology events on the business and other support areas
• Uses systems and diagnostic tools to troubleshoot issues, either to resolution or escalating to the appropriate technical expert.
• Independently and collaboratively performs analysis of moderate to complex technical issues effectively to provide resolutions in a timely manner
• Responsible for installing and configuration of devices' network connectivity, from device to switch
• Train and guide staff on hardware, software, and virtual desktop usage
• Installs and oversees the configuration and troubleshooting of complex hardware and/or software solutions supporting critical business functions and customer facing services. Follows all department standards prior to placing update into production.
• Support tracking of issues, helps assign owners and SMEs and drives to resolution in a timely fashion
• Contributes to and helps maintain the Knowledge Base.
• Coordinate User Acceptance Testing (UAT) activities, based on project plans
• Contributes to the disaster recovery plan(s) and implements components when necessary.
• Guide lesser experienced technicians and staff in the performance of their tasks.
• Coordinates and executes large scale hardware refreshes and office relocation projects.
• Works closely with the business community to identify and resolve system and project issues
• Triages complex issues that span across multiple technologies (Ex: Networking, Security).
• Design and continually improve processes for implementation, including materials that enhance efficiency and customer experience during onboarding
• Supporting Microsoft Teams on client and room-based systems including presentations, as needed.
• Participate in on-call department rotation for end-user support after hours.
• Possesses the ability to understand applicable Federal, State, and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
• Corrects or escalates known configuration exceptions or vulnerabilities in a timely manner with a high sense of urgency
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

Training and Education

• High School Diploma Required College degree in information systems or related field of study, preferred
• Experience
• 5 years’ experience troubleshooting Windows OS in an IT environment, preferred Previous experience working in an IT environment, preferred

Skills and Qualifications

• Experience utilizing software programs or ticketing systems that manage user requests and tracks completion of assigned tasks, highly preferred.
• HP Desktop/Laptop Certification, preferred Computer imaging experience Experience using on-prem Active Directory, Azure Active Directory, and Azure AD Connect
• Advanced knowledge of PowerShell cmdlet and scripting (development and optimization)
• Microsoft and Personal Computer Certifications (A+, Network+, MCDST, MSP) or equivalent work experience preferred
• Experience managing Group policy for an enterprise environment
• Advanced knowledge of using and supporting Microsoft O365 Advanced knowledge of the Windows Operating System Possess the ability to manage end-user expectations and professionally navigate difficult conversations
• Excellent written and verbal communication skills Knowledge of and experience with change management processed and best practices in a large production environment, preferred
• Knowledge of and experience with fundamental networking (TCP/IP, DNS, VLANS, DHCP etc)
• Applies a problem-solving mentality approach to issues as well as critical thinking in order to assess and resolve issues efficiently.
• Must be organized and able to perform work as assigned within a reasonable time period.
• Is able to work in a fast-paced environment where change is introduced often in order to improve department performance.
•  Must be a self-starter that has an interest in constantly learning and accepting of developmental feedback.
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

This position operates in a typical office environment. The area is well-lit, temperature-controlled, and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in several different locations on technical issues. Must be able to lift up to 50 Lbs. This position may require long periods of vigorous physical movement (Walking, lifting, bending). This position may require long periods of sedentary work using a computer. Manual dexterity is needed to operate a keyboard. The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects simultaneously and adapt to interruptions. 

Our Commitment to Diversity and Inclusion
 

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.