Desktop Support Analyst - Associate

About the role

The Desktop support analyst role is the first point of contact for internal customers facing technical issues. This role assists users who contact the Service Desk with incidents and service requests related to IT support, systems, hardware, software; also supports a variety of other requests. In addition, the role is expected to directly fulfill service requests, including but not limited to provisioning access, installing software and services, and resolve incidents. The Desktop support analyst utilizes the existing knowledge base documentation wherever possible and conducts additional research. This role evaluates the accuracy of existing runbooks, suggests corrections as needed, identifies knowledge gaps, and provides additional documentation whenever possible.

Responsibilities

• Serve as first point of contact for internal customers facing technical issues
• Assist users contacting the Service Desk with incidents and service requests related to IT support, systems, hardware, and software
• Support a variety of other IT-related requests
• Directly fulfill service requests, including provisioning access, installing software and services
• Resolve incidents
• Utilize existing knowledge base documentation and conduct additional research
• Evaluate accuracy of existing runbooks and suggest corrections as needed
• Identify knowledge gaps and provide additional documentation whenever possible
• Delegate to other Support Analysts as necessary
• Foster culture of security awareness

Qualifications

• 3 to 7 years of experience in a desktop support role
• Associate's degree in Computer Science, Information Technology, or a related field, or 3 to 7 years of equivalent experience accepted in lieu of degree
• Experience assisting users and employees with information technology issues
• Experience providing desktop support in a healthcare clinic environment for all system users
• Working knowledge of PC hardware, including laptops, desktops and printers
• Ability to think fast and respond graciously in the face of technical problems
• Ability to work independently and manage projects with little supervision
• Strong problem-solving skills and sound judgment
• Ability to communicate well both verbally and in writing

Preferred qualifications

• Ability to stay up to date with latest technology trends
• Designs network solutions including security issues and related IT issues

Pay & schedule

• Salary: $26.13–$44.62 per hour
• Shift: Days

Address: 11500 Brookshire Ave.