Temporary Associate Desktop Support Analyst

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond.  As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community.  Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day.  Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015.
 

Position Summary
 

Job Profile Summary
As a member of the Desktop Support Services team, the Associate Desktop Support Analyst is responsible for the delivery of high-quality, customer-focused, first level technical and end-user support. The Desktop Support Analyst consistently responds to, and updates support requests, applies analytical skills to assess and resolve technical issues related to computing needs of end-users, and ensures computing equipment is maintained with current software updates, patches, and configuration standards. Responsibilities include configuration of computing equipment (PC/Mac, laptops, Desktops, printers, tablets, mobile), OS and software installation, basic hardware maintenance, user account setup and maintenance, remote access/VPN, data encryption, and installation of printers and/or other wired and wireless peripherals. The position also coordinates and closely works with team members, end-users, and technical staff on problem resolution, tracking, monitoring, and reporting

Job Description

Job Description

Key Outcomes:

• Participates in the implementation, installation, configuration, monitoring and technical support of all physical endpoints. Including, laptops, desktops, thin clients, printers, and mobile devices.

• Manages their own ticket queue and resolves the issue or request within the established SLA

• Participates in the deployment and license management of all supported software. 

• Provides Level One support to troubleshoot and resolve incidents. 

• Manages print queues and drivers according to documented processes and procedures.

• Ensures workstation adherence to all security requirements.

• Participates in the rotating “on call” schedule with other members of the team for providing support to the business and partners after hours and on weekends.

• Participates in continuous process Improvement.

• Performs other duties as assigned.

• Adheres to all established hardware configuration standards.

• Initiates network troubleshooting and determination of appropriate escalation path.

• Writes and updates support documentation for customer and/or departmental use.

Education/Experience

• Associates degree in Computer Science, Information Systems or equivalent combination of education and experience.

• 2+ years of experience in a Help Desk, Service Desk, or comparable environment.

Skills/Knowledge/Competencies (Behaviors):

• Demonstrates an understanding of and alignment with Martin’s Point Values.

• Working knowledge with laptops, desktops, and thin clients.

• Working knowledge with mobile devices, including iOS and Android.

• Working knowledge with desktop and server operating systems.

• Working knowledge with Microsoft Active Directory.

• Working knowledge of permissions and group policies.

• Working knowledge of the Microsoft Office Suite.

• Working knowledge with virtual desktop environments.

• Working knowledge with audio visual systems, including displays and basic sound system connections.

• Working knowledge of networking, including Wi-Fi and LAN connections.

• Working knowledge of desktop patching processes.

• Working knowledge of published applications.

• Working knowledge of remote access systems, including VPN.

• Proven customer service and problem-solving skills, working face-to-face and on-site with customers. 

• Requires travel to sites throughout Maine, New Hampshire, Vermont, and New York State.

• Strong interpersonal and communication skills and the ability to work effec