Desktop Analyst

Hennepin Healthcare; Minneapolis (MN); On-site; USD 60,000 - 90,000; Full time

Job summary

HCMC is seeking a Desktop Analyst to join our IT team. This full‑time, on‑site role (Mon‑Fri 8:00 AM–4:30 PM) focuses on deployment, support, troubleshooting, administration and retirement of standard IT hardware and software across campus and clinics.

You will provide first‑level support to all users and serve as the primary point of contact. You will mentor junior agents, update the knowledge base and training materials, and may be appointed as liaison during IT events or disasters to assist

Qualifications

• Bachelor’s Degree or equivalent experience required.
• 3-7 years of Service Desk/Desktop Analyst experience.
• Experience with enterprise workstation management tools.
• Experience with healthcare applications and environment.
• Experience creating documentation and KB articles.

Responsibilities

• Provide first-level IT support to users on campus and remote locations.
• Handle incidents via phone, in person, and remote resolution and escalate as needed.
• Maintain knowledgebase and training documentation; mentor junior staff.
• Assist in IT events, projects, and disaster recovery communications.
• Record incident details accurately and manage service SLAs.

Skills

Critical thinking

Project experience

Interpersonal skills

Customer service

Prioritization

Adaptability

Written communication

Self-starter

Learning ability

Customer advocate

Education

Bachelor’s Degree or equivalent experience

A+ Certification

Tools

Enterprise workstation management tools

XenMobile

Virtual Desktop

Printer support tools (HP/Xerox)

Job description

SUMMARY

We are currently seeking a Desktop Analyst to join our team. This fulltime role will work days (Monday to Friday 8:00 AM – 4:30 PM). Full on-site (no remote work). Purpose of this position: Responsible for the deployment, support, updating, troubleshooting, administration, auditing and retirement of standard HCMC IT hardware and software solutions on campus and in clinics/offsite. Provides first-level support to all users of HCMC IT service, 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

• Demonstrate 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, build and maintain collaborative working relationships, and employ active listening skills with the ability to re‑state or paraphrase accurately
• Practice customer‑centric decision making adhering to the core values of HCMC
• Maintain a calm disposition with the ability to react quickly, logically, and effectively under pressure
• Communicate deadlines and consistently follow up with all end users daily
• Participate in service staff team meetings; bring and present solutions on challenges
• Research and participate in relevant training opportunities and resources to stay current on workstation support technologies and industry development
• Model positive customer interaction behavior focusing on customer needs
• Accurately record details of all incidents, tasks, and problems. Obtain complete user information. Ask appropriate probing questions. Escalate to appropriate team if unable to resolve
• Provide clear, descriptive details and timelines to the incident log (tell the story)
• Use appropriate tools and technical knowledge/skill to troubleshoot, diagnose, and accurately resolve at first contact
• Ensure the proper prioritization and escalation process of incidents to the appropriate teams using established support guidelines, polices, and SLAs (Service Level Agreements)
• Help drive HCMC 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
• Assist Support Analyst I’s in the delivery of service as needed and requested
• Participate as a team member or lead in HICS and Disaster Recovery as it relates to IT
• Assist in developing new technical standards and procedures for the desktop computing environment that will streamline and improve service management processes
• Support the HCMC desktop computing environment and all of its related components (i.e. Printers, network connectivity, etc.)
• Participate in technical projects, handling day‑to‑day task management, prioritization, support, and provide effective communication with team members, including status reporting
• Provide input and research into the ongoing configuration of the HCMC desktop computers, including; operating systems, applications, wired and wireless networking, VPN/RAS, DNS, and DHCP settings
• Provide effective oral and written communication to management as requested for the status of day to day operations and for specific projects
• Provide regular and/or off‑hours on‑call problem support as scheduled
• A ccurately record details of all incidents and problems. Obtain complete user information. Ask appropriate probing questions. Escalate to appropriate team if unable to resolve
• P lan, design, implement and support of Microsoft utilities (Run, telnet, ping, SMS, SCCM, Softgrid, PowerShell, etc - Assist in the definition of desktop hardware and software requirements based upon business or clinical needs
• Support the desktop image library and assist in the design and support of the delivery of operating system‑based images for PC workstations at HCMC
• Provide support and resources for the implementation, go‑live, and ongoing support of new systems or applications
• Participate with management and peers in the development of an enterprise level IT infrastructure strategy
• Train 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
• -OR-
• 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 ability to quickly learn new technologies and systems and provide instruction on complex processes
• Customer advocate