Senior Desktop Support Analyst

Internal Only

Senior Desktop Support Analyst

Position Summary:

Performs end user device configuration, installation, support, maintenance and troubleshooting at the desk side or remotely for all employees and clients of Kootenai Health and its affiliates and is responsible for analyzing, designing and implementing solutions for the desktop environment. Develops recommendations for end users and management, strategic planning and implementation. Has knowledge of commonly used concepts, practices and procedures within a particular field. Has strong organizational skill and is able to meet tight deadlines as well as coordinate, prioritize and communicate project statuses. Manages multiple issues and projects with excellent multitasking skills. Must be self-motivated and able to work independently or with a team with little to no supervision. Requires independent judgement and excellent critical thinking and troubleshooting skills. Accountable for consistently delivering excellent customer service.

Responsibilities:

• Works incident and service requests to completion for all employees and clients of Kootenai Health in person at the desk side, using a remote tool or over the phone
• Collaborates and works well with other IT teams
• Escalates incidents as needed
• Provides guidance and training to less experienced analysts
• Manages internal department projects as needed
• Maintains knowledge base documentation
• Communicates with employees, physicians, patients and families in person, via email and phone
• Monitors end user device stock and ordering
• Accurately documents assets
• Assists with SCCM queries and pushes
• Assists with testing of images, updates and software packages
• Responsible for accurate asset disposal following all security protocols
• Evaluates, plans and implements the replacement and upgrades of IT end user hardware and software
• Completes project work as assigned on time and with the highest level of quality
• Must be able to work independently and with a team as needed
• Completes all mandatory training requirements
• Provides excellent customer service
• Performs other related duties as assigned
• Regular and predictable attendance is an essential job function
• Performs other related duties as assigned
• Familiar with standard concepts, practices, and procedures within the field
• Relies on experience and judgment to plan and accomplish goals
• Regular and predictable attendance is an essential job function
• Competent to meet age specific needs of the unit assigned

Requirements and Minimum Qualifications:

• Associate’s degree with emphasis in Information Science or related discipline from accredited institution. A minimum of 5 years’ relevant experience may be accepted in lieu of an Associate’s degree.
• CompTIA A+ certification preferred
• CompTIA Network preferred
• Deep knowledge of Active Directory and group policy preferred
• Advanced knowledge of Microsoft Operating systems, Windows based applications is required
• Excellent troubleshooting skills that include application diagnostics, hardware diagnostics and operating systems are required
• Working knowledge of computer peripherals including but not limited to printers, fax machines, scanners and mobile devices
• Must have good critical thinking skills
• Must have excellent customer service skills
• Working knowledge of MAC OS and SCCM required

Working Conditions:

• Able to travel on a regular basis to assigned work sites
• Must be able to maintain a standing position
• Typical equipment used in a clinical and office job
• Must be able to stoop, crouch or bend
• Must be able to lift or move up to 40 lbs

About Kootenai Health:

Kootenai Health is a highly esteemed healthcare organization serving patients throughout northern Idaho and the Inland Northwest. We have been recognized with many accolades and distinctions, including being a Gallup Great Workplace, No. 1 Best Place to Work in Large Healthcare Organizations, and Magnet™ Status for Nursing Excellence. We pride ourselves on our outstanding reputation as an employer and a healthcare provider.

Kootenai Health complies with applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, veteran status, or sex. Kootenai Health does not exclude people or treat them differently because of race, color, national origin, age, disability, veteran status, or sex.