Desktop Support Analyst

St. Joseph's Healthcare Hamilton - Hamilton, ON (7 months ago)

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Temporary Assignment - approximately 26 weeks

POSITION SUMMARY:The role of the Desktop Support Analyst is to:
  • Deliver desktop support to SJHH's 3 Campus sites as well as SJHH partner sites and projects via phone, technology and/or desk side
  • Resolve user issues deploying and upgrading desktop applications and technology; and to
  • Set technology standards and improve desktop processes
Community College Diploma in Information Technology (focus on Network Technology and/or software development/ application focus) with Co-op OR
  • Graduation from an equivalent relevant IT formal education program
  • Minimum 3 years pertinent Desktop technology support experience
  • Competency in core Microsoft Office system products
  • Working knowledge and experience with mobile devices such as iPads, iPhones, Blackberry's, etc.
  • Working knowledge of a range of diagnostic utilities
  • Advanced knowledge of personal computer operating systems hardware and peripherals.
  • Effective listening and comprehension skills to interpret user requests and resolve support problems.
  • Proven written and oral communication skills for helping/instructing customers.
  • Customer service orientation to work in a demanding customer-oriented environment.
  • Creative insightful thinking is crucial to this role due to the need to discover the root cause and appropriate solutions.
  • Able to handle multiple requests and prioritize work in a diverse and complex environment.
  • Ability to conduct research into a wide range of computing issues.
Resolves (Tier 2) issues related to specialized areas such as:
  • Advanced features of SJHH standard software
  • Application printing/network queues
  • Troubleshoots and contacts vendors to repair/resolve network connectivity issues related to name resolution and jack activation.
  • Establishes organization wide software and hardware configuration for desktops and investigates and resolves complex malfunction issues with PC's printers lap tops copiers and peripherals.
  • Evaluates and recommends upgrades to desktop and portable computers and provides advanced knowledge on functionality of various options.
  • Initiates warranty or maintenance renewal contracts with vendors and reviews service level agreements.
  • Advises departments on unique non-standard hardware and peripherals.7. Co-ordinates small projects e.g. configures and deploys PC upgrade for a department or project.
  • Advises and recommends solutions to users with unique requirements within technological limitations
  • Recognizes problem trends and performs preliminary analysis of problems affecting the user community and proactively escalates the issue for resolution within Operations or Applications teams.
  • Develops and designs User Acceptance Testing criteria for enterprise-wide desktop solutions.
  • Installs and configures specialized applications for departmental groups and users,
  • Co-ordinates departmental responsibilities for New Hires, Moves, etc with respect to all technology set-up.
Monday to Friday, days