Desktop Support Analyst
Arlington, VA 
Posted 1 month ago
Job Description

Our purpose is to serve the nation with the single most trusted and capable health information network, built to increase patient safety, lower costs and ensure quality care. 

What You're Like

You have a relentless desire to get stuff done. A true champion of the collective objective, you're energized by applying your expertise with a group of talented people to achieve something important, together. You're curious and passionate about new technologies and cutting-edge innovation, and you enjoy pulling together complex pieces of a puzzle to deliver a powerful and meaningful end-product. You're a translator between people and teams that don't use the same lingo. You don't settle for short-term gratificationyou're into long-haul, incremental efforts that require endurance, patience and next-level collaboration.

What We're Like

Surescripts Network Technology and Operations (NT&O) is comprised of smart people who love to work towards a common goal, often delivering an innovative, industry-leading solution to the healthcare marketplace. We pride ourselves on quality work that's grounded in complete transparency and accountability. When a project goes off the railsand they do from time to timewe rally around each other to fix it and move on. While our gratification is often the result of a months-long effort, we never tire of delivering a huge result that has an exponentially positive impact on the healthcare systemwhether it's quality, cost or patient safety.

OK, But Here's What It's Really Like

Working at Surescripts NT&O, your thinking cap will always be on. You'll be challenged to make sure that disparate, cross-functional pieces come together to create a desired result. You might swarm around some work if you think a milestone is about to be missed. You'll work to quickly understand diverse technologies, and establish and maintain relationships with groups who see and talk about things differently.

Job Summary

The Desktop Support Analyst will provide exceptional customer service while providing level support for several systems including Video Conferencing and Exchange. This position will provide support for all users within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading PC hardware and equipment to ensure optimal workstation performance. The position will also troubleshoot problem areas (in person, by telephone, or via e-mail) and provide end-user assistance where required.

  • Present empathetic nature to delight the customer and provide exceptional support
  • Create and maintain Exchange distribution lists and group mailboxes
  • Provide support for Video Conferencing
  • 3rd Party contact for installations
  • Research, evaluate and recommend system technologies to support business requirements
  • Provide local/remote desktop support
  • Create and update both local and network user accounts (add/delete users and reset passwords)
  • Document help desk processes, procedures and resolution information
  • Perform the installation, maintenance, upgrade, and repairs of computer equipment, standard Word processing, spreadsheet, desktop publishing, and Internet software packages, as well as other packages as requested
  • Perform regular and on-demand system backups and recoveries
  • Create and maintain Windows software images
  • Monitor and troubleshoot hardware, software and networking problems as they occur.

QualificationsBasic Requirements:
  • Bachelor degree or equivalent experience
  • 2 years of experience in a help desk or network environment
  • A+/Network+ experience with hardware/software
  • Strong knowledge of network and OS troubleshooting, including Microsoft 7 and Server OS 2008/2012
  • Intermediate understanding of system administration, networking, and VoIP concepts
  • Working knowledge of current network hardware, protocols, and standards
  • Possess Intel based hardware support skills
  • Experience with Help Desk ticketing software (ServiceNow is a plus)
  • Experience with IT management solution like HP OpenView (Symantec/Altiris Management Suite)
  • Experience with Active Directory along with Exchange

Preferred Qualifications:
  • CCNA or MCP equivalent experience is a plus
  • 2 years in a retail customer service position

Physical and Mental Requirements

While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel (sometimes extensively), communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation. This job also requires the ability to lift light to moderately heavy objects and possibly to maneuver around furniture.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.

Surescripts participates in E-Verify.

Equal Employment Opportunity/Affirmative Action Employer - Disabled/Vets


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
2+ years
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