Desktop Analyst Associate - casual - IT Customer Care
Minneapolis, MN 
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Job Description
Desktop Analyst Associate - casual - IT Customer Care (191808)

SUMMARY:

We are currently seeking a casualDesktop Analyst Associate to join our Service Desk team. Thepurpose of this role is to help cover sick time and time off for full timeemployees or special project needs. No set number of shifts per week or month.The employee will need to be available for a lengthy period of time atbeginning of hire for training purposes. The primary shift needed is days(daytime availability required). Must be available for a minimum of 4 hours pershift (ideally up to 8 hours).


The Desktop Analyst Associate provides first level support to all users of Hennepin Healthcare's IT services and is the primary, single point of contact. Works with oversight on the deployment, support, updating, troubleshooting, administration, auditing and retirement of standard Hennepin Healthcare IT hardware and software solutions on campus. Assists any staff with various device 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.

RESPONSIBILITIES
  • Answers the telephone service line, and provides advice on IT needs for end-users, and equipment replacement as needed
  • Provides in-person and remote resolution of customer incidents and requests
  • Escalates unresolved incidents to appropriate teams as needed
  • Uses appropriate tools and technical knowledge/skill to troubleshoot, diagnose, and accurately resolve at first contact
  • Accurately records details of all incidents, tasks, problems, and timelines to the incident log. Obtains complete user information. Escalates to appropriate team if unable to resolve
  • Updates the knowledgebase regularly
  • Ensures the proper prioritization and escalation process of incidents to the appropriate teams
  • Communicates deadlines and consistently follows up with all end-users daily
  • Supports Hennepin Healthcare's desktop computing environment and all of its related components
  • Researches and participates in relevant training opportunities and resources
  • Assists in developing new technical standards and procedures for the desktop computing environment
  • Participates in technical projects, and provides effective communications with team members
  • Provides feedback into the ongoing configuration of Hennepin Healthcare's desktop computers
  • Understands Hennepin Healthcare's IT Security practices and the confidential nature around user passwords
  • Provides effective oral and written communication to management as requested
  • Provides regular and/or off-hours on-call problem support as scheduled


Qualifications
QUALIFICATIONS

Minimum Education/ Work Experience:
  • Associates Degree in relevant field or equivalent experience
  • 1-3 years combined "Service Desk Analyst" or "Desktop Analyst" experience
  • OR
  • An approved equivalent combination of education and experience

Preferred Qualifications:
  • A Certification
  • Virtual Desktop
  • 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

Knowledge/ Skills/ Abilities:
  • Demonstrates technical skill, knowledge and competency of printers, print drivers, spoolers and print servers
  • Critical thinking and problem solving skills
  • 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
  • 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
  • Employs active listening skills
  • Able and willing to assist in coverage as needed on a 24x7 operations team
  • Must be a self-starter, able to work under pressure and be flexible in setting priorities
  • Ability to maintain a calm disposition and to react quickly, logically, and effectively under pressure
  • Demonstrated ability to quickly learn new technologies and systems and provide instruction on complex processes
License/Certifications:
  • ITIL Foundations Certification or ability to earn the certificate within 1 year

EEO/Disability/Veteran employer.

 

Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
1 to 3 years
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