JOB SUMMARY:

The Desktop Support Analyst position under the general direction of the Asst. Director, IT is responsible for managing day to day trouble tickets, work orders and managing all aspects of his/her assigned projects. The incumbent integrates user needs, collaborates with technical specialists, makes assessments, and implements as required. Scope of the role includes working with assigned work teams that may include technical staff, physicians, clinic staff, and other staff as assigned. The incumbent manages day to day operations work activity including projects as assigned.

JOB SPECIFICATIONS:

EDUCATION

Bachelor’s degree in Computer Science or related degree preferred, or a combination of education, training, and significant work experience.

EXPERIENCE

3-5 years’ experience as a Desktop Support staff member.

A+ Certification or Equivalent preferred.

PREREQUISITE SKILLS

• Ability to work both independently and in small groups.
• Ability to work under pressure.
• Ability to communicate technology to non-technology staff.
• Ability to document work flow and provide work flow analysis.
• Knowledge of time management and the ability to prioritize / reprioritize tasks.
• Possess strong communication, public speaking and negotiation skills expressing ideas clearly and persuasively in both verbal and written format.
• Possess strong logical, analytical and critical thinking skills.
• Possesses strong PC Skills, All Microsoft desktop application software including MAC.
• Must demonstrate strong customer relation skills.

LICENSE/REGISTRATION/CERTIFICATION:

Valid California Driver’s License, Class C, required.

PRIMARY CUSTOMER SERVED (Age Specific Criteria):

This position is not a patient care position, and as such, this section does not apply

PATIENT PRIVACY (HIPAA Compliance):

Employees in this position have access to protected health information. The protected health information a person in this position can access includes demographics, date of service, insurance/billing, medical record summary information, and all other information that may be contained in patient records. This position requires patient health information to perform the functions outlined as part of this position description.

DUTIES AND RESPONSIBILITIES:

ESSENTIAL (not modifiable)

• Perform moves, adds, and changes as well as basic troubleshooting.
• Desktop support and troubleshooting skills involving MGH computing devices including PC, MAC, Printers and applications.
• Designs, develops, and promotes new processes and procedures for all phases of desktop support.
• Documents and maintains system build checklists for desktop and laptop deployment.
• Experience in using enterprise level un-attended build technologies such as Altaris, SWimage, etc.
• Understanding and experience with VDI technologies (Xen Desktop, VMware, etc.)
• Working knowledge of group policy administration.
• Rounding with all MGH departments on a regular basis to insure that their desktop and telecommunications needs are being met.
• Mobility support experience with iPad, iPhone, Droid, Blackberry, Treo, Palm Pilot, etc.
• Provides training and documentation as required to the Service Desk and other engineers.
• Performs desktop administration (Active Directory, troubleshooting and repair).
• Maintains physical hardware inventory.
• Performs troubleshooting for network related issues.

SECONDARY (modifiable)

• Maintains Desktop Support and Hardware Repair credentials
• Participates in hospital wide projects and activities as appropriate.
• Other duties as assigned

MarinHealth remains committed to the health and safety of our employees, patients, and the entire community. As such, MarinHealth requires employees to receive all required immunizations, including, MMR, flu (seasonal availability), and COVID-19 vaccine + booster, as a condition of employment and annually thereafter, as required. Any exemptions from these requirements may be granted for limited and specific situations.