Senior Desktop Support Analyst

Employment Type:

Full time

Shift:

Description:

POSITION PURPOSE

Performs in-depth technical support and lead trouble shooting efforts for specific technology services, hardware, products, or applications. Serves as tier three escalation support for service tickets, for non-routine, difficult and complex technical problems. Collaborates and communicates with vendors, as needed, to resolve technical issues with hardware and software. Lead large IT (Information Technology) projects performing advanced and complex systems design, development, test, and implementation of new applications of IT technology in accordance with the standards and security practices of Trinity Health. Serves as a subject matter expert and provides leadership and support at an advanced level for virtualization, server automation, systems management, database, SAN, remote access and application infrastructure and Active Directory administration. Assist with implementation, maintenance, and operation of a telecommunications/network infrastructure.

ESSENTIAL FUNCTIONS

Utilizes ticketing system to manage and complete assigned tasks. Logs all activities, tasks, and resolutions according to department standards.

Provides an elevated level of customer service Trinity Health to users across multiple business lines.

Responsible for troubleshooting, ad-hoc end-user support, managing work priorities and communicating status effectively and efficiently.

Ensures that all devices meet security standards regarding encryption, management, and protection prior to connecting them to the network.

Verifies and evaluates user requests and related requirements. Recommends most effective resolution utilizing current technology toolsets.

Develop knowledge and understanding of quality, service levels, security, governance, risk, and compliance requirements for supported areas and demonstrates understanding of and adherence to documented policies.

Develop knowledge of supported business applications and processes to assess the impact of technology events on the business and other support areas

Uses systems and diagnostic tools to troubleshoot issues, either resolving the issue at hand or escalating to the appropriate technical expert.

Independently and collaboratively perform deep dive analysis of moderate to complex technical issues effectively to provide resolutions in a timely manner

Train and guide staff on hardware, software, and virtual desktop usage

Manages and configures devices network connectivity, from device to switch

Install and oversee the configuration and troubleshooting of complex hardware and/or software solutions supporting critical business functions and customer facing services.

Support tracking of problems, help assign owners and drive resolution in a timely fashion

Contributes to and helps maintain the Knowledge Base.

Ensure proper communication and change management processes are adopted for all major change initiatives, identifying other potential priorities and/or interdependencies

Coordinate the development of documentation to enable implementation and turnover of the process of system

Coordinate User Acceptance Testing (UAT)

Contribute to the planning and coordination of tasks associated with technology related projects.

Make recommended changes to the infrastructure consistent with achieving broad objectives.

Create communication plans and deliver project status updates.

Contributes to the disaster recovery plan(s) and implements components when necessary.

Corrects or escalates known configuration exceptions or vulnerabilities in a timely manner with a high sense of urgency

Guide less skilled senior technicians and staff in the performance of their tasks.

Coordinates and executes large scale hardware refreshes and office relocation projects.

Works closely with the business community to identify and resolve system and project issues

Triages complex issues that span across multiple technologies (Ex: Networking, Security).

Design and continually improve processes for implementation, including materials that enhance efficiency and customer experience during onboarding

Supporting Teams on client and room-based systems including presentations

Provide one-on-one and group training for peers and customers, including onboarding of new hires.

Participated in on-call department rotation for end-user support after hours.

Applies effective project management methodologies and control techniques.

Communicates project progress to top management and modifies schedules as required.

Conduct post-project evaluation

Negotiates with clients, staff and outside vendors as required. Establishes quality and performance targets.

Applies specialized knowledge in the following areas: SAN/storage technologies and infrastructure, Networking, Database Administration and Active Directory administration.

Possesses the ability to understand applicable Federal, State, and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior. Performs other duties as assigned.

MINIMUM QUALIFICATIONS

Training and Education

High School Diploma Required, College degree in information systems or related field of study preferred

Experience

7 years’ experience troubleshooting Windows OS (Operating System) in an IT environment, preferred.

Considerable knowledge or three (3) to five (5) of network infrastructure and/or telephony infrastructure with general knowledge in the other.

Previous experience working in an IT environment, preferred.

Skills and Qualifications

Experience utilizing software programs or ticketing systems that manage user requests and tracks completion of assigned tasks, highly preferred.

HP Desktop/Laptop Certification, preferred General understanding of IT principles and governance frameworks such as ITIL foundation concepts.

General understanding of technology and infrastructure including networking concepts, unified communications, hardware components and cybersecurity.

Experience using on-prem Active Directory, Azure Active Directory, and Azure AD (Active Directory) Connect Advanced knowledge of PowerShell cmdlet and scripting (development and optimization) Microsoft and Personal Computer Certifications (A, Network, MCDST, MSP) or equivalent work experience preferred Experience managing Group policy for an enterprise environment Expert knowledge of using and supporting Microsoft O365 Expert knowledge of the Windows Operating System Possess the ability to manage end-user expectations and professionally navigate difficult conversations Excellent written and verbal communication skills Knowledge of and experience with change management processed and best practices in a large production environment, preferred Knowledge of and experience with fundamental networking (TCP/IP, DNS, VLANS, DHCP etc.)

Applies a problem-solving mentality approach to issues as well as critical thinking in order to assess and resolve issues efficiently.

Must be organized and able to perform work as assigned within a reasonable period.

Can work in a fast-paced environment where change is introduced often to improve department performance.

Must be a self-starter that has an interest in constantly learning and accepting developmental feedback.

Flexibility to work in a 24×7 environment oriented towards a zero-downtime target.

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

This position operates in a typical office environment.

The area is well-lit, temperature-controlled, and free from hazards.

Incumbent communicates frequently, in person and over the telephone, with people in several distinct locations on technical issues.

Must be able to lift to 50 Lbs.

This position may require extended periods of vigorous physical movement (Walking, lifting, bending).

This position may require prolonged periods of sedentary work using a computer.

Manual dexterity is needed to operate a keyboard.

The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects simultaneously and adapt to interruptions.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran