Sr. Deskside Analyst

The Deskside Analyst role is responsible for assisting with all technology installation, management, and support at assigned location. The role requires building trusting relationships with site leadership and end users as well as working closely with other technology teams such as network resources, AV analysts, desktop engineering and application analyst etc. The Deskside Analyst assists the team to deliver cost effective, standard technology solutions enabling exceptional end user experience, in a fast-paced environment.

KEY RESPONSIBILITIES:

• Assist with hardware support including but not limited to audio visual/collaboration tools, computers, printers, scanners, network gear, servers and phones.

• Supports a culture of quality and accountability by ensuring all work is completed according to BSMH standards in process and hardware solutions.

• Be mindful of technology cost, budgetary concerns, and stewardship goals.

• Ensure all SLAs are met or exceeded, report any concerns or challenges to manager immediately.

• Be responsible for accurate hardware inventories of production equipment and project/break fix.

• Assist vendors when working in our facilities to ensure staff is not interrupted by technology task.

• Actively participate in larger technology team troubleshooting, planning discussions to ensure consistency in experience across the entire organization.

• Assist in maintaining accurate work instructions and identifying training needs within the teams.

• Provide constructive feedback as needed when opportunities for improvement present.

• Communicate clearly in all settings being mindful of the attendees and intended message, often IT language requires translation for business users.

SKILLS AND EXPERIENCE:

• Exercise attention to detail through all aspects of job responsibilities.

• Ability to communicate effectively verbally and written with all levels of customers and technical team.

• Ability to resolve conflict constructively.

• Build trusting relationships with customers through active listening, and understanding of concerns.

• Ability to prioritize and execute task in a high-pressure environment • Ability to follow technical documents and work instructions.

• Understanding of patient care environment and privacy practices, including the protection of PHI and PII.

• Understanding of IT fundamentals including operating systems, networking basics, and Active Directory.

• Capable of training others and adjusting as situations change.

• Ability to work with a remote team for support, troubleshooting and training needs.

• Ability to analyze data and resolve discrepancies.

• Be a forward thinker and proactive in decisions.

• Exhibit ability to breakdown problems through critical thinking

• Generally requires Bachelor’s degree and 3 years of related experience. Or 6 years of related experience in lieu of a degree.

• Experience in Information and Technology support, training and troubleshooting or currently pursing related degree.

• Experience and broad scope of knowledge to support a variety of technology and audio visual hardware.

ADDITIONAL DETAILS:

▪ Potential candidates for this role should be well rounded, with basic knowledge in all areas of IT, including network, storage, active directory, SCCM deployment, conferencing, and collaboration solutions

▪ This role supports 24x7 operations and requires participation in on call and after-hours support rotation