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.