Desktop Analyst - Casual - Hennepin County Medical Center

SUMMARY:

We are currently seeking a casualDesktop Analyst to join our Service Desk team. This role will work (as needed), primarily on overnights during the week and weekend, as well as weekend days.

Purpose of this position: Responsible for the deployment, support, updating, troubleshooting, administration, auditing, and retirement of standard HHS IT hardware and software solutions on campus and in clinics/offsite. Provides first level support to all users of HHS IT services 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:

• Demonstrates 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, builds and maintains collaborative working relationships, and employs active listening skills with the ability to re-state or paraphrase accurately
• Practices customer-centric decision making adhering to the core values of HHS
• Maintains a calm disposition with the ability to react quickly, logically, and effectively under pressure
• Communicates deadlines and consistently follows up with all end users daily
• Participates in service staff team meetings; brings and presents solutions on challenges
• Researches and participates in relevant training opportunities and resources to stay current on workstation support technologies and industry development
• Models positive customer interaction behavior focusing on customer needs
• Accurately records details of all incidents, tasks, and problems. Obtains complete user information. Asks appropriate probing questions. Escalates to appropriate team if unable to resolve
• Provides clear, descriptive details and timelines to the incident log (tells the story) 
• Uses appropriate tools and technical knowledge/skill to troubleshoot, diagnose, and accurately resolve at first contact
• Ensures the proper prioritization and escalation process of incidents to the appropriate teams using established support guidelines, polices, and SLAs (Service Level Agreements) 
• Helps drive HHS 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  
• Assists Support Analyst I’s in the delivery of service as needed and requested  
• Participates as a team member or lead in HICS and Disaster Recovery as it relates to IT  
• Assists in developing new technical standards and procedures for the desktop computing environment that will streamline and improve service management processes
• Supports the HHS desktop computing environment and all of its related components (i.e. Printers, network connectivity, etc.)
• Participates in technical projects, handling day-to-day task management, prioritization, support, and provides effective communication with team members, including status reporting
• Provides input and research into the ongoing configuration of the HHS desktop computers, including operating systems, applications, wired and wireless networking, VPN/RAS, DNS, and DHCP settings
• Provides effective oral and written communication to management as requested for the status of day to day operations and for specific projects
• Provides regular and/or off-hours on-call problem support as scheduled
• Accurately records details of all incidents and problems. Obtains complete user information. Asks appropriate probing questions. Escalates to appropriate team if unable to resolve
• Plans, designs, implements, and supports of Microsoft utilities (Run, telnet, ping, SMS, SCCM, Softgrid, PowerShell, etc.)
• Assists in the definition of desktop hardware and software requirements based upon business or clinical needs
• Supports the desktop image library and assists in the design and support of the delivery of operating system-based images for PC workstations at HHS
• Provides support and resources for the implementation, go-live, and ongoing support of new systems or applications
• Participates with management and peers in the development of an enterprise level IT infrastructure strategy
• Trains 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

License/Certifications:

• ITIL Foundations Certification or ability to earn the certificate within six months