Position Summary: 

The Desktop Support Analyst ensures proper computer hardware, software, and auxiliary device operations organization wide. The Desktop Support Analyst serves primarily as a tier 2 support position for all technology end user incidents and service requests and must understand and utilize best practice principles to provide support and excellent customer service. They provide individual help or training at the desktop level and desktop peripheral level.

Minimum Qualifications:

Required

• Associates degree or 5 years related experience

Preferred

• 2 years relevant experience
• Bachelor’s degree
• Information Systems certifications such as Network+, A+, and/or ITIL
• Experience in hospital setting

Essential Job Functions:

In addition to the essential functions of the job listed below, employees must have on-time completion of all required education as assigned per DNV requirements, Bozeman Health policy, and other registry requirements.

• Works with a variety of users to resolve hardware, software, network connectivity, and application issues.
• Configures, installs, updates, maintains computers and auxiliary devices, both hardware and software.
• Provides training for both hardware and application functionality.
• Assists other members of the IT team to trouble shoot resolve problems.
• Ensures documentation, such as Knowledgebase articles or FAQ’s are created, maintained and current.
• May be assigned oversight of related services or programs such as inventory, printing, department and facility moves, or desktop image standard creation and maintenance.
• Partners with applications staff to install and troubleshoot software installations and upgrades.
• Ensures all work activities are captured in service management system.
• Improves and maintains service management system options such as service catalog items.

Knowledge, Skills, and Abilities

• Computer applications, MS Office, EMR, internet applications and standard office equipment
• Ability to work varied shifts
• Strong interpersonal, verbal and written communication skills
• Self-directed, completes assignments accurately, thoroughly and with minimal oversight
• Creativity, problem analysis and decision making
• Strong emotional intelligence, interpersonal and teamwork skills

Physical Requirements

• Lifting, Pushing, and Pulling: Lift 30 pounds of weight (pick up supplies, move equipment, etc.) Carry equipment/supplies.
• Extended Hours: The role may involve working for extended periods, requiring sitting, walking, or standing for eight or more hours daily.
• Flexible Schedule: The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts
• On-Call Availability: On-call work may be required to respond promptly to organizational, patient, or employee needs
• Effective Communication: Proficient in effective communication, both in person and through various technologies
• Handling Challenging Situations: The role may involve dealing with upset individuals, requiring the ability to de-escalate situations and work effectively with frustrated patients, families, or employees
• Repetitive Tasks: Ability to perform repetitive tasks as needed to fulfill job responsibilities            

Exposures

Tasks Include Potential Exposure: Job tasks may involve exposure to:

• Bloodborne pathogens, such as blood, bodily fluids, or tissues.
• Radiation in settings where medical imaging procedures are performed
• Various chemicals and medications used in healthcare settings. Job tasks may involve handling cleaning products, disinfectants, and other substances.
• Infectious diseases due to contact with patients in areas that may have contagious illnesses