Job Listing
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| Job ID: 13592839 |
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| Job Location: |
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| How to Apply: | To see employer contact information, log in or register. |
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| Job Title: | Desktop Analyst - Casual |
| Work Type: | Work Days: Work Vary: Yes , Shift: Other, Hours Per Week: 40, Work Type: Regular |
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| Salary Offered: | Unspecified |
| Benefits: | Unspecified. |
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| Physical Required: | Unspecified |
| Drug Testing Required: | Unspecified |
| Education Required: | Bachelor's Degree |
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| Experience Required: | Unspecified |
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| Required Skills: | Please see the job description for information about required job skills. |
| Preferred Skills: |
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| Job Description: |
Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County.
Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.
SUMMARY:
We are currently seeking a casual Desktop Analyst to join our Service Desk team. This role will work (as needed), primarily on overnights during the week and weekend, as well as weekend days.
Purpose of this position: Responsible for the deployment, support, updating, troubleshooting, administration, auditing, and retirement of standard HHS IT hardware and software solutions on campus and in clinics/offsite. Provides first level support to all users of HHS IT services and is the primary, single point of contact. Tasks include: answering the telephone service line, in person, and remote resolution of customer incidents and requests, advice on IT needs for end users, and equipment replacement as needed. This role will also be assisting any staff with various devices issues and connectivity problems and may provide on-site support or deliver and activate replacement devices if needed. Escalating unresolved incidents to appropriate teams as needed. Provides mentoring support to junior agents as well as updating the knowledgebase and training documentation regularly. May be appointed as the department liaison during an IT event, projects, or disasters to assist with notifications, recovery, planning, research, and communication.
RESPONSIBILITIES:
Demonstrates strong inter-personal skills, including interactions with end users and cross functional teams face-to-face and over the phone, strong verbal and written communication skills using common terms and clear descriptive language, encouragement, and engagement skills, builds and maintains collaborative working relationships, and employs active listening skills with the ability to re-state or paraphrase accurately
Practices customer-centric decision making adhering to the core values of HHS
Maintains a calm disposition with the ability to react quickly, logically, and effectively under pressure
Communicates deadlines and consistently follows up with all end users daily
Participates in service staff team meetings; brings and presents solutions on challenges
Researches and participates in relevant training opportunities and resources to stay current on workstation support technologies and industry development
Models positive customer interaction behavior focusing on customer needs
Accurately records details of all incidents, tasks, and problems. Obtains complete user information. Asks appropriate probing questions. Escalates to appropriate team if unable to resolve
Provides clear, descriptive details and timelines to the incident log (tells the story)
Uses appropriate tools and technical knowledge/skill to troubleshoot, diagnose, and accurately resolve at first contact
Ensures the proper prioritization and escalation process of incidents to the appropriate teams using established support guidelines, polices, and SLAs (Service Level Agreements)
Helps drive HHS IT Security practices and the confidential nature around user passwords for the network/domain and various applications and systems
Technical skill, knowledge, and competency of printers, print drivers, spoolers, and print servers
Assists Support Analyst I's in the delivery of service as needed and requested
Participates as a team member or lead in HICS and Disaster Recovery as it relates to IT
Assists in developing new technical standards and procedures for the desktop computing environment that will streamline and improve service management processes
Supports the HHS desktop computing environment and all of its related components (i.e. Printers, network connectivity, etc.)
Participates in technical projects, handling day-to-day task management, prioritization, support, and provides effective communication with team members, including status reporting
Provides input and research into the ongoing configuration of the HHS desktop computers, including operating systems, applications, wired and wireless networking, VPN/RAS, DNS, and DHCP settings
Provides effective oral and written communication to management as requested for the status of day to day operations and for specific projects
Provides regular and/or off-hours on-call problem support as scheduled
Accurately records details of all incidents and problems. Obtains complete user information. Asks appropriate probing questions. Escalates to appropriate team if unable to resolve
Plans, designs, implements, and supports of Microsoft utilities (Run, telnet, ping, SMS, SCCM, Softgrid, PowerShell, etc.)
Assists in the definition of desktop hardware and software requirements based upon business or clinical needs
Supports the desktop image library and assists in the design and support of the delivery of operating system-based images for PC workstations at HHS
Provides support and resources for the implementation, go-live, and ongoing support of new systems or applications
Participates with management and peers in the development of an enterprise level IT infrastructure strategy
Trains Desktop Analyst I
Ability and willingness to assist in coverage as needed on a 24x7 operations team
QUALIFICATIONS:
Minimum Qualifications:
Bachelor's Degree in relevant field or equivalent experience
3-7 years combined "Service Desk Analyst" or "Desktop Analyst" Experience
Experience utilizing enterprise workstation management tools
Experience configuring and troubleshooting network connectivity
Experience configuring and troubleshooting a variety of computing devices and applications as requested by a customer
Experience with healthcare applications and environment
Experience creating documentation and KB articles
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An approved equivalent combination of education and experience
Preferred Qualifications:
A+ Certification
XenMobile, mobile device support
Training Experience
Virtual Desktop
Printer support experience (HP and Xerox)
Knowledge/ Skills/ Abilities:
Critical thinking and problem solving skills
Project experience
Interpersonal skills and the ability to communicate with management, peers, and customers via reports, email, or verbal updates
Excellent customer service focus, including escalation handling and resolution
Demonstrated ability to manage multiple priorities and deadlines
Adaptable to changing priorities, tasks, and work schedules to meet customer service standards
Effective written and verbal communication skills
Must be a self-starter, able to work under pressure and be flexible in setting priorities
Demonstrated... For full info follow application link.
EEO/Disability/Veteran employer.
Refer to ID 74800242 when applying |
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