Desktop Computing Analyst

• Performs analytical, technical and administrative work in the planning, design and installation of personal computer (PC) systems, mobile devices, smartphones, printers, audio/visual equipment, cable television and other end user devices
• Builds, tests and deploys desktop devices
• Confers with customers to identify types of hardware and software required and provides training in their use
• Follows established protocols for PC applications and hardware while installing and supporting hardware and software
• Builds, installs, tests and inventories desktop hardware, software, printers, smartphones and other end user devices
• Works with Microsoft Windows, Windows Embedded, Macintosh and other operating systems, as needed
• Installs and configures network connectivity devices
• Utilizes documented instructions for installations of supported products
• Provides support in an on-call rotation
• Troubleshoots simple to moderate desktop hardware/software and network connectivity problems with minimal assistance
• Meets pre-defined time frames for resolution with customers
• Installs approved, properly licensed software according to departmental standards
• Resolves problems or follows proper escalation process within defined Service Level Agreements (SLA) time frames
• Documents changes to inventory in the asset system
• Utilizes standard desktops and centralized desktop management tools
• Ensures that Statements of Work (SOW) and SLAs are complete and accurate, and escalates if proper SLA agreements have not been met
• Documents trouble tickets in the problem management system
• Adheres to and supports team members in exhibiting TMCH values of integrity, community, compassion, and dedication
• Adheres to TMC organizational and department-specific safety, confidentiality, values, policies and standards
• Performs related duties assigned

• Associate’s degree, or an equivalent combination of relevant education and experience
• Six (6) months of desktop analysis experience
• A+ certification required within 6 months of hire
• Knowledge of personal computer (PC) products and systems and how to evaluate and trouble shoot issues
• Skill in analyzing PC products and systems, and training users
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
• Ability to write reports, business correspondence, and procedure manuals
• Ability to effectively present information and respond to inquiries or complaints from employees, patients and/or their representatives, and the general public
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in written or diagram form
• Ability to work and communicate effectively with a wide variety of people

Microsoft Certified Professional (MCP) certification in related area or related certification preferred