Support Analyst Senior at Beaumont Health (Detroit, MI)

Support Analyst Senior End User Support

GENERAL SUMMARY:

Reporting to the site Customer Relationship Manager, the Support Analyst Senior provides end user support - deskside as well as remotely for user IT hardware and software issues including desktop, mobile, and telephony.

The primary responsibility of the Support Analyst Senior is to assess initial hardware break/fix ticket inquiries and requests from end users/service desk and then coordinate appropriate support activities to resolve the issues.

 ESSENTIAL DUTIES:                 

• Assists users with PC and peripheral related problems and requests.

• Responsible for day-to-day maintenance / repair of client's PC and peripherals.

• Performs installation, configuration and upgrade tasks.

• Helps to monitor equipment asset levels.

• Completes updates on service tickets.

• Communicates to Lead EUC Technician on status of technical problems.

• Keeps informed of the most recent trends in technology and aspects of the position.

• Maintains a positive work atmosphere by behaving and communicating in a manner that promotes a favorable working relationship with customers, clients, co-workers and management.

• Performs other duties as assigned and operates under minimal supervision.

• Some lifting of equipment may occur, seldom over 50 pounds. Average office environment with normal equipment noise. Little or no exposure to hazardous materials.

• On call support coverage as needed based on rotation.

STANDARD QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

·       Education / Training:  High School diploma or equivalent; CompTIA and/or Microsoft Windows.

·       Work Experience:   5+ years as desktop technician, preferably in health care environment

·       Certification, Licensure, Registration:   CompTIA A+ or MCSE. Microsoft MCTS in Windows 7 and/or Windows 10 preferred. Dell/Lenovo hardware certification preferred.

·       Other Qualifications:  Solid customer satisfaction and follow up. ITIL Foundations.

WORKING CONDITIONS:

• Physical Effort:   Lift 80 pounds, walking and pushing carts.
• Work Environment:     Office and clinical areas of the hospital.

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