The Desktop Support Analyst role supports and enhances the end-user computing environment for South Central Regional Medical Center (SCRMC) by installing and maintaining end-user hardware and software, troubleshooting issues, managing mobile devices, and documenting support processes. The position is based onsite in Magee, MS and includes maintaining compliance with SCRMC IT requirements and HIPAA.

Role Overview

In this position, you will provide high-quality technical support for end users across SCRMC, including workstations and related systems. Responsibilities include imaging workstations, performing upgrades, troubleshooting technology issues, and ensuring support work is documented and completed in a timely manner.

Responsibilities

Resolve hardware and software issues and restore end-user functionality.
Install and support hardware and software in the end-user computing environment.
Perform upgrades and manage mobile devices.
Image workstations and add devices to the Active Directory domain.
Troubleshoot issues including web, email, and Microsoft Office problems.
Escalate complex issues to Tier 2 or Tier 3 support as needed.
Coordinate with off-premise vendors when support requires external assistance.
Participate in an on-call rotation.
Provide excellent customer service and communicate effectively with staff and providers.
Demonstrate initiative, including identifying automation opportunities where applicable.
Research best practices to improve support processes.
Close tickets promptly and maintain accurate documentation of processes.
Maintain compliance with SCRMC IT requirements and HIPAA.
Be available to work outside normal hours if needed.

Required Competencies

Desktop troubleshooting
Printer troubleshooting
Basic network connectivity
Wireless configuration

Technologies and Tools

VMware View VDI
Active Directory
Group Policy
Citrix Receiver
Windows Deployment Services

Location and Department

Location: Magee, MS (onsite)

Department: Information Technology - Magee General Hospital

Schedule and Physical Requirements

Primarily onsite
Occasional evenings and weekends
Lifting up to 15 lbs
Frequent interaction with staff and providers

Qualifications

Prefer enterprise IT experience.
Microsoft desktop certifications preferred.
Level I to III placement based on healthcare experience, certifications, work experience, and education.

Employment Type

Full time/PRN: PRN (primarily onsite)

Desktop Support Analyst

Job Description