We have an opportunity for a talented Desktop Support Analyst to join our team at Daviess Hospital in Washington, IN.

In this exciting role, you will be handling complex end-user support issues and providing support to Hospital clinicians, team members, and restoring services to the end-users. The successful candidate should be able to explain intricate technical information to non-technical users and possess an understanding of Incident, Problem, and Change Management processes.

Schedule flexibility is a must as a hospital is a 24x7 operation. Average work week is 45-50 hours per week and about 1 week per month as an on-call resource. The role requires a professional committed to success who has excellent client-facing skills and can identify a path for enabling best practices for the enhancement of the Desktop Support team.

EXPECTATIONS

• Interface regularly and effectively with ticket submitters as well as regular rounding with hospital departments - Maintain, analyze, and fix computer systems, hardware, printers, and computer peripherals
• Troubleshoot end-user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to connectivity/network related issues
• Facilitate user account management by handling onboarding, change, and departure processes
• Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
• Understand concepts related to networks, servers, PCs, databases, hosted cloud systems, remote workforce environments, etc.
• Some Specifics Include:
  • Support for third party applications
  • Troubleshooting and working alongside vendors with new equipment/software/application implementation.
  • Automatic SFTP file uploads, creating batch files, PGP and GPG file encryption
  • Documentation for any new application/software or changes being made
  • Printer troubleshooting
• Providing quotes and creating purchase orders for requested equipment
• Software's utilized in the hospital environment:
  • Microsoft systems infrastructure – servers and desktops
  • Citrix remote user access and virtual desktops
  • Watch Directory FTP Software
  • Dragon Medical One transcription software
  • Rocky Mountain Tumor Registry
  • Allscripts Paragon Acute Clinical Software
  • Allscripts PRO/Practice Manager Software
  • Kronos Timekeeping software (moving to ADP)
  • Netsmart Hospice EMR
  • InterQual evidence-based clinical decision support software
  • Quick Charge – POS system support software

BASIC REQUIREMENTS, KNOWLEDGE, AND SKILLS

• Proof of COVID-19 vaccination.
• Excellent written/verbal communication and organizational skills
• Ability to work independently with minimal oversight
• Be able to prioritize workload and perform in a fast-paced and challenging environment
• 3+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange, and Microsoft Office Suite, Web Browsers, etc.
• Comprehensive knowledge of Microsoft Windows 10
• Solid understanding of Active Directory
• Ability to support Microsoft Exchange
• Basic networking understanding (small and home office networks, VPN, etc.)
• Ability to recognize, evaluate, and resolve problems effectively
• Able to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
• Participating in team discussions and planning via Microsoft Teams on your desktop and cell phone

#LI-ALL

• May require local travel
• May require other travel for business needs

• Will require after hours on call support
• Work is performed in a standard hospital environment with minimal exposure to health or safety hazards