Associate Desktop Supp Analyst

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Information Technology
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0019756 Requisition #
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The Associate Desktop Support Analyst will have primary responsibility for maintaining PCs, tablets, printers, phones, including operating systems support.  To that purpose, the position provides business-use guidance as well as technical guidance for end user technologies. The role includes hardware and software deployment as necessary. Technical Skills: Knowledge on Microsoft operating systems associated with HP, Lenovo & Dell PC platforms, Cisco Call Manager and Cisco phones, HP and Xerox printers. Provides desktop hardware and software problem identification and resolution for all PCs and related equipment. Completes hardware moves and equipment replacements for all PCs and all PC related equipment. Provides feedback and suggestions to the appropriate Information Services architecture teams on topics related to supported hardware and software standards. Support and ensure compliance with workstation hardware and software standards (including delivery) as determined by the Information Services department. Communicate with team lead and manager on day to day team environment. Communicate with IS Service Desk and provide needed support to meet immediate customer needs. Customer Service: Responds thoroughly and promptly to customer needs.  Owns customer relationships and follows issues through to closure.  Applies problem solving concepts and takes ownership to solve end user problems. Escalates problems to senior support staff as necessary. Successfully conducts follow ups to ensure problem resolution and/or service requests are completed to user satisfaction. Provides suggestions of new processes to enhance customer service. Understands the business and clinical processes at NMH and the operational environments of assigned customers. Communication Skills: Communicates clearly, responsively, and concisely with customers and team members. Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions. Personal and Staff Development: Seeks to improve talents and skills consistent with overall IS direction. Takes direction from senior support staff.  Develops skills based on field experience. Teamwork: Focuses on IS team success and promotes collaborative efforts with others. Shifts easily among different technical and project roles as required by situation. Adapts well to rapid change and multiple priorities. EOE Minorities/Women/Disabled/Veterans. VEVRAA Federal Contractor.
Required: Relevant IT Certifications. 1 to 3 years of information system experience. Desired: Healthcare knowledge. Bachelors degree. A+ Certification.

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Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability or sexual orientation.

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