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Lead, Deskside Analyst

Job ID: LEADD01348
Updated: October 18, 2018
Geographic Location: 
Full/Part Time: 
Standard Hours: 
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The Lead, Deskside Analyst will report to the Director, Information Technology. The Lead, Deskside Analyst will act as Tier 2 support assisting associates with IT issues and providing, timely, effective customer-focused support. The Lead, Deskside Analyst is responsible for supporting both local and remote team members in a manner consistent with IT support standards, procedures, and policies. Routine functions will include assignment of accesses, imaging/configuration of equipment for new users, maintaining and troubleshooting connectivity issues with Shared Network resources, network access, and infrastructure. Duties include resolution of open helpdesk tickets and notation of action taken for resolution to close tickets. Notation should be consistent with objective defined standards for timeliness, appropriateness of action taken, accuracy of information, and detail. The Lead, Deskside Analyst will also be responsible for timely termination of all inactive user access in accordance with company policy. Specialist will provide recommendations on system/application updates or enhancements to remediate trending issues.

  • Troubleshoots and repairs end user IT equipment.
  • Must demonstrate the ability to multitask and work independently.
  • Interpersonal skills - able to work effectively with other employees, patients and external parties.
  • Responds to and resolves requests for assistance with complex technical issues, equipment and connections.
  • Performs facility-based moves, adds, and changes as needed;
  • Performs minor system administration and network administration tasks as needed;
  • Prepares and delivers new equipment.
  • Prepares new equipment to specifications provided by IT leadership
  • Tests new equipment and connectivity to ensure functionality before delivery to customer.
  • Maintains accurate inventory of equipment.
  • Provides appropriate level of training to customers where required.
  • Participate in sponsored infrastructure and application technology rollouts and projects.
  • Updates project documentation as required.
  • Completes any training, within specified deadlines, as directed by leadership.
  • Purchases necessary equipment related to deskside support and other projects.
  • Lead a customer service focused support environment and foster this culture within all teams.
  • Make recommendations to immediate supervisor for any capital needs that may be needed for to repair or improve IT.
  • Challenge teams to be innovative to find solutions to customer requests.
  • Provide metric reports, as requested, to immediate supervisor.
  • Lead projects, as assigned, to ensure timelines and expectations are managed.
  • Provide day-to-day supervision, conduct performance appraisals, and delegate work assignments for responsible teams.
  • Complies with all company policies and procedures.
  • Notifies immediate supervisor of any critical issues that may impact operations or project deadlines.
  • Attends department or team meetings as requested.
  • Ensures all tickets are updated with appropriate status and documentation.
  • Participates in special projects as needed and performs other duties as assigned.
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