Temporary Associate Desktop Support Analyst

Martin's Point Health Care•Portland, ME

12d

About The Position

As a member of the Desktop Support Services team, the Associate Desktop Support Analyst is responsible for the delivery of high-quality, customer-focused, first level technical and end-user support. The Desktop Support Analyst consistently responds to, and updates support requests, applies analytical skills to assess and resolve technical issues related to computing needs of end-users, and ensures computing equipment is maintained with current software updates, patches, and configuration standards. Responsibilities include configuration of computing equipment (PC/Mac, laptops, Desktops, printers, tablets, mobile), OS and software installation, basic hardware maintenance, user account setup and maintenance, remote access/VPN, data encryption, and installation of printers and/or other wired and wireless peripherals. The position also coordinates and closely works with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting

Requirements

Associates degree in Computer Science, Information Systems or equivalent combination of education and experience.
2+ years of experience in a Help Desk, Service Desk, or comparable environment.
Demonstrates an understanding of and alignment with Martin’s Point Values.
Working knowledge with laptops, desktops, and thin clients.
Working knowledge with mobile devices, including iOS and Android.
Working knowledge with desktop and server operating systems.
Working knowledge with Microsoft Active Directory.
Working knowledge of permissions and group policies.
Working knowledge of the Microsoft Office Suite.
Working knowledge with virtual desktop environments.
Working knowledge with audio visual systems, including displays and basic sound system connections.
Working knowledge of networking, including Wi-Fi and LAN connections.
Working knowledge of desktop patching processes.
Working knowledge of published applications.
Working knowledge of remote access systems, including VPN.
Proven customer service and problem-solving skills, working face-to-face and on-site with customers.
Requires travel to sites throughout Maine, New Hampshire, Vermont, and New York State.
Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
This position is not eligible for immigration sponsorship.

Responsibilities

Participates in the implementation, installation, configuration, monitoring and technical support of all physical endpoints. Including, laptops, desktops, thin clients, printers, and mobile devices.
Manages their own ticket queue and resolves the issue or request within the established SLA
Participates in the deployment and license management of all supported software.
Provides Level One support to troubleshoot and resolve incidents.
Manages print queues and drivers according to documented processes and procedures.
Ensures workstation adherence to all security requirements.
Participates in the rotating “on call” schedule with other members of the team for providing support to the business and partners after hours and on weekends.
Participates in continuous process Improvement.
Performs other duties as assigned.
Adheres to all established hardware configuration standards.
Initiates network troubleshooting and determination of appropriate escalation path.
Writes and updates support documentation for customer and/or departmental use.