linkedin sales-marketing desktop support analyst

Desktop Support Analyst


Job Details



Description



SHIFT: No Weekends



SCHEDULE: Full-time



HCA Healthcare ITG



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Do you want to be a part of a family and not just another employee? Are you looking for a work environment where diversity and inclusion thrive? Submit your application today and find out what it truly means to be a part of a team.



You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for dedicated professional like you to be a part of our team. Join us in our efforts to better our community!



At HCA Healthcare, you have options. You can choose from a variety of benefits to create a customizable plan. You have the ability to enroll in several medical coverage plans including vision and dental. You can even select additional al la carte benefits to meet all your needs. Enroll in our Employee Stock Purchase Plan (ESPP), 401k, flex spending accounts for medical and childcare needs, and participate in our tuition reimbursement and student loan repayment programs



Job Summary



The Technical Analyst implements and supports Ambulatory Surgery Division technical equipment/applications, and is a technical resource responding to end user incidents and service requests escalated from the Service Desk. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level technical support personnel and/or vendor support resources. Support to other ASD personnel is provided, as warranted. The Technical Analyst adheres to and supports ASD/HCA ITG policies and procedures, with particular attention to all defined information security standards, policies, and procedures. The Technical Analyst recommends process improvement changes to enhance the implementation, maintenance, and support of ASD technical equipment and software.



General Responsibilities



Technical Analyst will have a fundamental proficiency with PC-based equipment and cabling, and can provide on-site support to technical resources, as needed. Performs second level support for technical support trouble tickets, set up for new or replacement desktop computing equipment, orders technical equipment, and conducts repairs on Information Technology equipment to support end users. Setup and introductory level of break fix for IP Telephony devices. Occasionally works with other ITG departments as needed for moderate problems relating to technical support.

A foundational understanding of the desktop environment and an understanding of Information Technology environments (network, server, Active Directory, and security standards) is required. Must be a team player and has a customer-focused attitude.

Other responsibilities include ongoing collaboration with the Service Desk and supporting HCA ITG organization.

  • Installs and repairs ASC and remote workforce equipment and software per HCA standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products. Logs and tracks all device management items per defined policies.
  • Responds to and resolves inquiries and requests for assistance with workforce computer systems, and provides a superior customer support experience for team members.
  • Analyzes and provides hands-on support for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed.
  • Logs and tracks problems; reviews problem tracking databases.
  • Performs facility-based moves, adds, and changes (MACs), as needed.
  • Maintains documentation for each incident or request, and escalates moderate problems to the next level of support.
  • Performs preventative maintenance, keeping documentation of maintenance per policy
  • Recommends process changes that improve the implementation, maintenance and support of desktop equipment and software.
  • Effectively works with customers, Service Desk, and Technical Services personnel.
  • Adheres to and supports HCA standards, policies, and procedures.
  • Maintains and protects confidentiality concerning all aspects of patient care and employee information.
  • Contributes to inventory tracking, safe transport, storage, scrubbing or destruction of physical equipment deployed. Follows defined policy and timeline for reporting lost or stolen equipment.
  • The Technical Analyst will be required to perform additional duties as assigned by ASD ITG leadership.

Knowledge and Skills

  • Elementary technical skills in configuring, installing, and troubleshooting of Microsoft Windows (all versions), Microsoft Office suite, antivirus software, encryption software, and imaging software as well as experience in troubleshooting peripherals and handheld devices
  • Basic networking principles
  • Awareness of current and merging technical services technology
  • Fundamental understanding of technical support processes and workflow
  • Understands pertinent HIPAA guidelines
  • Analytical skills and detailed organizational skills
  • Demonstrated ability to communicate effectively verbally and in writing
  • Strong demonstration of customer orientation
  • Essential knowledge of using remote desktop management tools
  • Essential knowledge using an enterprise ticketing solution; ServiceNow
  • Understanding of IMAP, DLAP, Microsoft ActiveSync, Active Directory, Group Policy, WINS, DHCP, DNS, TCP/IP
  • Demonstrated ability to work in stressful situations
  • Competency in PC use cases and required tools



Relevant Work Experience



1+ years



EDUCATION



Bachelor’s Degree Preferred



OTHER/SPECIAL QUALIFICATIONS



MCP or Comp TIA certification preferred.



HCA Healthcare is a comprehensive healthcare network where 265,000 people across more than 1,800 care facilities are all committed to creating a positive impact every day. It’s an organization that exists to give people healthier tomorrows. Our scale enables caregivers to deliver great outcomes for patients and gives colleagues unparalleled opportunities to learn and grow. Most importantly, as a part of HCA Healthcare we’re connected to something bigger, which means more resources, more solutions and more possibilities for everyone who walks through our doors. What matters most to our diverse and talented colleagues is giving people the absolute best healthcare possible. Every day, we seek to raise the bar higher, not just for ourselves, but for healthcare everywhere.



Be a part of an organization that invests in you. We are actively reviewing applications. Highly qualified candidates will be promptly contacted by our hiring managers for interviews. Submit your application and help us raise the bar in patient care!



We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.



Notice



Our Company’s recruiters are here to help unlock the next possibility within your career and we take your candidate experience very seriously. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Gmail or Yahoo Mail. If you feel suspicious of a job posting or job-related email, let us know by clicking here.



For questions about your job application or this site please contact HCAhrAnswers at 1-844-422-5627 option 1.

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