Job Summary

 

DESKTOP SUPPORT ANALYST

 

 

Basic Function: Responsible for answering phone calls to the IT department and directing them to the appropriate person(s), resetting passwords, and performing basic technical tasks.

 

Principal Accountabilities:

Answer phones, triage/resolve hardware and software issues, and direct calls to the appropriate personnel. Manage help desk ticket system queues. Create/manage user accounts and access control for various SCRMC systems. e.g. Cerner, Active Directory, VMWare Horizon View. Maintain accurate records of interactions with customers and recurring user issues. Follow up with customers as needed to ensure problems are resolved. Adhere to SCRMC standards. Perform other duties as required or assigned.

 

 

Minimum Qualifications:

Strong written, verbal, and interpersonal skills.

Problem-solving and research skills to find quick solutions to customer issues.

Computer knowledge and keyboard skills.

Ability to work in a team environment. 

Must be able to read, write, and understand written and verbal communication.

Ability to lift up to 25 lbs.

 

Education:

High School Diploma or G.E.D.

Enrollment in, or completion of, an IT-related study/degree program is preferred but not required.