Senior Desktop Support Analyst

Employment Type:Full timeShift:Day Shift

Description:

POSITION PURPOSE

Leads a team of client technologies analyst(s) and technician(s) in assigned TIS projects, works assigned queues and supports end-user desktop hardware and systems. Leads projects in areas of responsibilities.  Provides analytical and technical expertise in the planning, design and installation of new and existing desktop systems. Provides senior level support of all desktop hardware and software applications. Acts as the expert information source on product evaluation, selection, deployment, and use.

ESSENTIAL FUNCTIONS

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
• May lead a team of client technologies analyst(s) and technician(s) by assigning work, setting priorities, reviewing work queues and coordinating efforts among IS teams. May be asked to perform QA on work performed by team.
• Leads projects in areas of responsibilities effectively.
• Provides analytical and technical expertise in the planning, design and installation of new and existing desktop systems.
• Provides expert level support of all desktop hardware and software applications. Acts as an expert information source on product evaluation, selection, deployment, and use. 
• Evaluates, selects, and utilizes new, advanced support tools, applications, and research to provide solutions to complex hardware and software issues.
• Provides proactive and advanced troubleshooting and analysis.
• Leads technical participation in and support of customer projects, evaluation and deployment of new technologies, and implementation/configuration of applications, and may lead desktop based systems designs and projects.
• Understands and accounts for interactions between technologies and applications across service lines, and develops integration, migration, and/or contingency plans.
• Assists in technology strategic planning and budgeting, maintenance of technical documentation, and identification of process improvement opportunities.
• Provides consultation to IS users for all aspects of end-user computing and desktop-based LAN systems software.
• Responsible for documenting solutions to problems, trouble-shooting techniques and developing end-user guidelines. Recommends changes based upon history and experience.
• Coaches and mentors others in their work efforts.
• Participates in on-call support rotation as specified by management.
• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Systems or related field or an equivalent combination of education and work experience.
• Five (5) or more years of hands on experience and expert knowledge of installing complex applications, hardware and troubleshooting techniques required or demonstrated proficiency in these areas.
• Microsoft and Personal Computer Certifications (A+, Network+, MCDST, MSP) or equivalent work experience. MSCE certification preferred.
• Advanced skills with Microsoft desktop operating system / applications installation and support (Microsoft Office and Outlook).
• HP Desktop and Laptop Certification or equivalent work experience.
• Experience on multiple platforms including concepts of networking (LAN and WAN) and IS best practices.
• PC Imaging experience.
• HP / Lexmark printer experience.
• Team leading/Project management experience preferred.
• Training / mentoring experience preferred.
• Excellent communication and interpersonal skills.
• Excellent oral and writing skills for client communication and system documentation.
• Ability to troubleshoot software and hardware malfunctions.
• Ability to remain calm, helpful and productive in all situations. Ability to remain cool, calm and collected under pressure. Viewed as the voice of reason during difficult situations.
• Ability to resolve multiple customer issues simultaneously.
• Adept at multi-tasking.
• Must be comfortable operating in a collaborative, shared leadership environment.
• 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

• Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles. 
• Must possess the ability to comply with Trinity Health policies and procedures.
• Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Required to be able to push/ pull and lift objects (computers, monitors, printers) weighing up to 50 pounds.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

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.