Desktop Support Analyst, Information Technology

Provide on-site desktop support for MarinHealth computing environments by managing tickets and projects, troubleshooting endpoints, and supporting end users across the organization.

Responsibilities

• Manage daily trouble tickets and work orders under the general direction of the Asst. Director, IT
• Perform moves, adds, and changes and conduct basic troubleshooting
• Deliver desktop support and troubleshooting for MGH devices, including PC, MAC, printers, and applications
• Design, develop, and promote new desktop support processes and procedures
• Document and maintain system build checklists for desktop and laptop deployment
• Use enterprise unattended build technologies including Altaris and SWimage
• Support VDI technologies including Xen Desktop and VMware
• Perform group policy administration and related desktop administration tasks
• Conduct desktop administration including Active Directory, troubleshooting, and repair
• Maintain physical hardware inventory
• Troubleshoot network-related issues impacting desktop services
• Support mobility use cases across iPad, iPhone, Droid, Blackberry, Treo, Palm Pilot, and similar devices
• Provide training and documentation as needed to the Service Desk and other engineers
• Round with MGH departments on a regular basis to help ensure desktop and telecommunications needs are met
• Maintain Desktop Support and Hardware Repair credentials
• Participate in hospital-wide projects and activities as appropriate
• Complete other duties as assigned

Requirements

• Bachelor’s degree in Computer Science or related degree preferred; or equivalent combination of education, training, and significant work experience
• 3–5 years of experience as a Desktop Support staff member
• A+ Certification or equivalent preferred
• California Driver’s Class C (CALC) required at hire
• Integrative Agitation Management (IAMTAC) required within 30 days of hire
• Ability to work independently and in small groups
• Ability to work under pressure
• Ability to communicate technology to non-technology staff
• Ability to document workflow and provide workflow analysis
• Knowledge of time management with ability to prioritize and reprioritize tasks
• Strong communication, public speaking, and negotiation skills; ability to express ideas clearly and persuasively in verbal and written format
• Strong logical, analytical, and critical thinking skills
• Strong PC skills and familiarity with all Microsoft desktop application software including MAC
• Demonstrated strong customer relationship skills

Technologies

• Altaris
• SWimage
• Xen Desktop
• VMware
• Active Directory
• All Microsoft desktop application software
• MAC

HIPAA / Patient Privacy

• This position is not a patient care role.
• Employees may access protected health information (PHI).
• PHI may include demographics, date of service, insurance/billing, medical record summary information, and other information contained in patient records.
• Patient health information is required to perform functions in the position description.

Accommodation

• Qualified applicants with disabilities may request reasonable accommodation during the application process by contacting Human Resources at 415-925-7040 or [email protected].

Health & Immunizations

• Measles, mumps, and varicella immunizations and annual influenza immunizations are required as a condition of employment (and annually thereafter).
• COVID-19 vaccination/booster remains strongly recommended.
• Medical or religious exemptions will be considered consistent with applicable law.

Location & Pay

• Onsite in San Rafael, CA
• Compensation: USD 38–57 per hour