JOB SUMMARY

The Desktop Analyst’s role is to provide a single point of contact to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.
This position strives for superior performance by consistently providing excellent service to leadership and staff that is recognized as ultimately contributing to the patient and family experience. As a customer-focused IS team member he/she must be accessible, flexible, knowledgeable, and responsive.
Strives for superior performance by consistently providing a product or service to leadership and staff that is recognized as ultimately contributing to the patient and family experience. Recognizes and demonstrates understanding of patient and family centered care.

JOB RELATIONSHIPS
Responsible To: IS Operations Supervisor

Workers Supervised: None

Inter-Relationships: IS staff, physicians and physician office staff, all hospital staff. Internal and external customers.

PRIMARY JOB RESPONSIBILITIES

1. Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
2. Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
3. Write technical specifications for purchase of PCs, desktop hardware, laptops, and related products.
4. Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
5. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
6. Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
7. Collaborate with network analysts to ensure efficient operation of the company’s desktop computing environment.
8. Where required, administer and resolve issues with associated end-user workstation networking software products.
9. Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
10. Answer to and perform moves, adds, and changes requests as they are submitted by line managers.
11. Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, connectors between PCs and servers, etc.) are in proper working order.
12. Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
13. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
14. Develop and maintain an inventory of all devices such as PCs, laptops, thin clients, monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
15. Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
16. If necessary, collaborate with third-party support and PC equipment vendors.
17. Develops clear and concise documentation and instruction manuals.
18. Performs other related duties as required.
19. Maintains strict confidentiality related to all MHC data and information and as dictated by hospital standards, policies and procedures. Accesses MHC systems and information only as necessary to perform job duties.
20. Completes work within the authorized time.
21. Shares on-call duties with other individuals within Information Services as deemed appropriate.
22. Demonstrates knowledge of and supports hospital mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, and the code of ethical behavior.

DEPARTMENTAL AND ADDITIONAL JOB RESPONSIBILITIES
1. Other duties as assigned

JOB SPECIFICATIONS

EDUCATION

1. College diploma or university degree in the field of computer science and/or 5 years equivalent work experience.
2. Microsoft certification preferred

EXPERIENCE

1. Excellent technical knowledge of PC and desktop hardware.
2. Excellent technical knowledge of PC internal components.
3. Hands-on hardware troubleshooting experience.
4. Extensive equipment support experience.
5. Working technical knowledge of current protocols, operating systems, and standards.
6. Ability to operate tools, components, and peripheral accessories.
7. Able to read and understand technical manuals, procedural documentation, and OEM guides.

ESSENTIAL PHYSICAL ABILITIES/MOTOR SKILLS
These physical requirements are not exhaustive and additional job related physical requirements may be added on an as needed basis. Corrective devices may be used to meet physical requirements.

1. Sedentary Work: Frequently required to stand, kneel and crouch. On a daily basis may be required to move about, sit, climb stairs and bend. Is frequently required to lift and carry up to 20 lbs. May be required to push/pull/carry items between 20-100 lbs.
2. Vision: Requires the ability to perceive the nature of objects by the eye. Near acuity: Clarity of vision at 20 inches or less. Midrange Acuity: Clarity of vision at distances of more than 20 inches and less than 20 feet.
3. Motor Coordination: While performing the duties of the job, it is required to regularly perform functions that include using hand and finger movement, handle or feel objects, be able to use tools or equipment that requires reaching with hands and arms. Must be able to travel independently throughout the hospital; access patients/families including areas confined by space and/or equipment.
4. Speaking/Hearing: Ability to give and receive information through speaking and listening.

ESSENTIAL TECHNICAL ABILITIES

1. Proficiency using modern office, computer and telephone equipmentas used by Memorial Healthcare.

ESSENTIAL MENTAL ABILITIES

1. Ability to adapt and maintain focus in fast paced, quickly changing or stressful situations.
2. Ability to read and interpret a variety of documents including, but not limited to policies, operating instructions, white papers, regulations, rules and laws.

ESSENTIAL SENSORY REQUIREMENTS

1. Able to see for the purpose of reading information received in formats including but not limited to paper, computer, reports, bulletins, updates, manuals.
2. Able to hear for work-related purposes.

INTERPERSONAL SKILLS

1. Ability to interact with co-workers, hospital staff, administration, patients, physicians, the public and all internal and external customers in a professional and effective, courteous and tactful manner, at all times, physically, verbally and in all written and electronic communication.
2. Required to remain calm when adversity is encountered.
3. Open, honest, and tactful communication skills.
4. Ability to work as a team member in all activities.
5. Positive, cooperative and motivated attitude.