Associate Desktop Support Analyst

Charleston Area Medical Center; Weston (WV); On-site; USD 42,000 - 54,000; Full time

Job summary

Charleston Area Medical Center seeks an Associate Desktop Support Analyst – IT Telecommunications at Stonewall Jackson Memorial Hospital to install and support microprocessor-based systems, manage incidents, and ensure security and uptime. You’ll respond to outages, assist with go-live support, and train users as needed.

The role emphasizes basic troubleshooting, asset management, and adherence to SLAs within a hospital IT environment.

Qualifications

• High School Diploma or GED (Required)
• Education: Preferred Certification or Associate Degree or equivalent experience
• Experience: Preferred one year of experience in area of specialization or related profession

Responsibilities

• Work under direct supervision following written instructions and established procedures.
• Resolve routine questions and problems and escalate complex issues to higher level team members.
• Use the service management system to process incident and service requests within agreed SLAs.
• Install, upgrade, and test basic desktop computing systems, printers, and related peripherals.
• Troubleshoot desktop hardware, printers, peripherals, and installed software.
• Troubleshoot operating systems and applications on desktop devices.
• Respond to all Desktop-related requests and PMO projects as directed.
• Respond to unplanned outages and critical events as directed.
• Manage IT assets across the lifecycle per policies; document procedures and configurations.
• Create documentation including step-by-step instructions and reference configurations.

Education

High School Diploma or GED

Associate Degree or Certification

Job description

Associate Desktop Support Analyst – IT Telecommunications – Stonewall Jackson Memorial Hospital

Job Summary

Installs and supports new and/or existing microprocessor-based computing systems and associated peripheral computing devices. Determines required hardware and software collaboratively with end-users and other appropriate I/S support groups, and in accordance with accepted I/S standards, policies and procedures. Responds to outages and other critical events, including go-live support and on-call requests outside of core business hours. May troubleshoot with other I/S teams. May train end-users in the use of equipment. Responsible for the basic upkeep, configuration, and reliable operations of microprocessor-based computing systems, printers, and peripherals. Demonstrates a basic understanding of and meets the service level agreements of the organization. Demonstrates a basic understanding and adheres to departmental processes for change control. Maintains a level of cybersecurity knowledge sufficient to securely accomplish their job duties.

Responsibilities

1. Frequently works under direct supervision. Follows written instructions and established procedures to accomplish assigned tasks.
2. Duties and tasks are mostly standardized. Resolves routine questions and problems, and seeks guidance from higher level team members on complex issues. Performs some advanced technical work as part of training and development.
3. As directed, utilizes the current service management solution to work incident and service request tickets in accordance with agreed-upon SLAs throughout the ticket lifecycle.
4. Demonstrates the basic ability to install, upgrade, and test new-or-existing microprocessor-based computing systems, printers, peripherals, and other supported devices.
5. Demonstrates the basic ability to troubleshoot microprocessor-based computing systems, printers, peripherals, and other supported devices.
6. Demonstrates the basic ability to troubleshoot the operating system and installed software on microprocessor-based computing devices.
7. As directed, responds to all Desktop-related requests, including work efforts and PMO projects.
8. As directed, responds to all unplanned outages and critical events.
9. As directed, handles all IT assets across the asset lifecycle in accordance with established policies and procedures, from acquisition to disposition.
10. Demonstrates the basic ability to produce all relevant documentation, including step-by-step instructions, installation and configuration settings, and quick reference cards.

Knowledge, Skills & Abilities

Patient Group Knowledge (Only applies to positions with direct patient contact)

The employee must possess/obtain (by the end of the orientation period) and demonstrate the knowledge and skills necessary to provide developmentally appropriate assessment, treatment or care as defined by the department’s identified patient ages. Specifically the employee must be able to demonstrate competency in: 1) ability to obtain and interpret information in terms of patient needs; 2) knowledge of growth and development; and 3) understanding of the range of treatment needed by the patients.

Competency Statement

Must demonstrate competency through an initial orientation and ongoing competency validation to independently perform tasks and additional duties as specified in the job description and the unit/department specific competency checklist.

Common Duties and Responsibilities (Essential duties common to all positions)

• Maintain and document all applicable required education.
• Demonstrate positive customer service and co-worker relations.
• Comply with the company’s attendance policy.
• Participate in the continuous, quality improvement activities of the department and institution.
• Perform work in a cost effective manner.
• Perform work in accordance with all departmental pay practices and scheduling policies, including but not limited to, overtime, various shift work, and on-call situations.
• Perform work in alignment with the overall mission and strategic plan of the organization.
• Follow organizational and departmental policies and procedures, as applicable.
• Perform related duties as assigned.

Education

• High School Diploma or GED (Required)
• Education: Preferred Certification or Associate Degree or equivalent experience
• Experience: Preferred one year of experience in area of specialization or related profession

Credentials

• No Certification, Competency or License Required

Work Schedule

Days

Employment Status

Full Time Regular 1.0

Location

Northgate-400 Association Dr.

US:WV:Charleston

Salary

Negotiable