Requisition Number: 504700 About North Memorial Health At North Memorial Health, you're part of an inclusive health family that is rooted in our values of relationships, inventiveness, and accountability. Empathy and care are at the heart of North's culture which is designed to actively support each team member's wellbeing and growth. Our strength lies in our diversity, and we embrace the unique contributions and experiences of each person. Together, we empower customers to achieve their best health. About this position The Desktop Support Analyst installs and upgrades workstations, telecommunication devices, mobile devices, printers, peripherals and software. The position also supports IT Services customers by troubleshooting and repairing desktop problems both in the field and remotely, documenting all resolutions and escalating as required to other second level support teams or management. As an advanced position, the Analyst executes more complex standard IT service requests and performs other IT related tasks as assigned. What we'll expect from you Accountabilities: * Receives work direction through any of three IT organizational workflows: Incidents, Tasks, and/or Approved IT projects. * Maintains thorough and detailed support documentation, following IT Quality Measurement expectations. * Adheres to established support and security procedures. * Analyzes, troubleshoots, resolves more complex issues with workstations, telecommunication devices, mobile devices, printers, peripherals and software. * Builds and deploys end-user replacement systems. * Communicates regularly with customers to manage service level expectations. * Creates or contributes toward the development of Desktop Support knowledge articles. * Participates in afterhours on-call support per a defined schedule triaging calls to appropriate IT staff if unable to solve issue or establish a temporary workaround. * In support of continued education, may rotate through the Service Desk, supporting initial intake of Incidents. * Provides at the elbow guidance and coaching for less experienced Desktop Support Team members. * Accepts other duties as assigned to promote the accomplishment of organizational goals. * The team member is accountable to demonstrate proficiency for the skills outlined in the appropriate position skills list. * The team member is accountable to maintain skill proficiency, including improvement where it is deemed necessary, and upgrading any additional or new skills on the appropriate position skills list. Compliance * Recognizes and complies with legal regulatory, accrediting and procedural requirements related to area of responsibility. * Understands and follows principles and standards as outlined in North Memorial's Corporate Code of Conduct. * Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties. * Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established methods of communication. Interested? Here are our requirements Education * Associates degree, two-year technical certificate or 4 years of supporting a complex network environment required. * Bachelor's degree in computer science or related work experience preferred. Experience, Knowledge, Skills, Abilities Experience * 5 years' experience within Information Technology required. * 5 years' experience within the Health Care related field preferred. Knowledge, Skills and Abilities * Demonstrated ability to solve most complex workstation issues. * Demonstrates high customer service skills. * Ability to work in a team environment, strong interpersonal skills. * Demonstrated ability to prioritize, analyze and solve problems/activities with minimal work direction. * Understanding of network fundamentals, e.g network drives. logins, printing, remote access Familiarity with SCCM, AD, Microsoft operating systems and Office suite. Licensure/Certification(s) Mandato y * Microsoft Desktop Support Technician Certification * Valid Class D driver's license in state of residency with an acceptable driving record Licensure/Certification(s) Mandatory where Applicable Licensure/Certification(s) Preferred Hours per two week pay period: 80 Shift: Days 8 hours Weekend Requirement: Weekends by Department Rotation Work Group: Non Contract Call Requirement: On/Off Premise Call Remote or On-site: On-site FLSA Status: Non-Exempt Benefits: Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.