Job Description

Job Description

Job Description

Position: Desktop Support Analyst

Department: IT

Reports to: IT Director

Created: 5/21/2025

Job Summary:

The Desktop Support Analyst I plays a crucial role in ensuring that all computer systems and software applications are functioning optimally within the healthcare and social assistance environment. This position is responsible for providing technical support to end-users, troubleshooting hardware and software issues, and maintaining desktop systems to enhance productivity. The analyst will work closely with various departments to understand their technology needs and implement solutions that align with organizational goals. By resolving technical problems efficiently, the Desktop Support Analyst I contributes to a seamless workflow, ultimately improving patient care and service delivery. This role is essential in fostering a reliable IT infrastructure that supports the mission of the healthcare organization.

Minimum Qualifications:

• High school diploma or equivalent.
• Basic knowledge of computer hardware, software, and networking concepts.
• Experience in a customer service role, preferably in a technical support capacity.

Preferred Qualifications:

• Associate's degree in Information Technology or a related field.
• CompTIA A+ certification or equivalent.
• Experience working in a healthcare environment.

Responsibilities:

• Provide first-level technical support to end-users for hardware and software issues via phone, email, or in-person.
• Install, configure, and maintain desktop systems, including operating systems and applications.
• Troubleshoot and resolve technical problems related to desktops, printers, and other peripherals.
• Document support requests and resolutions in the ticketing system to ensure accurate tracking and reporting.
• Collaborate with IT team members to identify recurring issues and develop strategies for long-term solutions.

Skills:

The required skills for this position include strong problem-solving abilities and effective communication skills, which are essential for understanding user issues and providing clear instructions. Technical proficiency in desktop operating systems and common software applications is necessary for troubleshooting and resolving issues efficiently. Preferred skills, such as familiarity with healthcare-specific software, enhance the analyst's ability to support specialized applications used in the industry. Attention to detail is critical in documenting support requests and ensuring accurate follow-up on unresolved issues. Overall, a combination of technical and interpersonal skills will enable the Desktop Support Analyst I to deliver exceptional support and contribute to a positive user experience.

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