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Job Description

Job Requisition Number 30416

Full Time

40 Hours/Week

Monday-Friday, 7:30am-4:00pm

On-Call Rotation for Weekends/Holidays

Onsite


Summary:

The Senior Desktop Support Analyst position is responsible for installing and maintaining personal computer hardware and software at an elevated level above the Desktop Support Analyst through additional responsibilities involving project level work and special assignments. 

Responsibilities:

  1. Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, and other computer equipment/peripherals as needed.
  2. Configure, deploy, maintain, troubleshoot and support approved Software
  3. Create alternative methods of completing tasks, correcting user errors and, system inconsistencies to improve the desktop team function.
  4. Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
  5. Respond to tickets, and troubleshoot and resolve problems in a timely manner while adhering to established SLA's
  6. Support and enforce information service department (ISD) policies.
  7. Travel to regional locations to perform tasks related to core duties
  8. Provide outstanding customer service to all levels of the origination
  9. Support Office 365 and related applications
  10. Support re-active and pro-active refresh of computing devices on an annual basis
  11. Interface with approved Akron Children's vendors as required
  12. Participate as a desktop support representative in IS project work
  13. Serve as an escalation point for the desktop support team and to represent the desktop support team
  14. Work with other departments at Akron Children's as required to troubleshoot and resolve issues (local or global)
  15. Any other duties as assigned.

Other information:

Technical Expertise 

  1. Ability to work under minimal supervision. 
  2.  Very high level of computer troubleshooting abilities. 
  3.  High attention to detail. 
  4.  Ability to work with all levels of customers. 

Education and Experience

  1. Education: High school diploma or equivalent 
  2. Experience: Minimum of eight (8) years of experience with HS; four (4) years installing and troubleshooting computers with an Associate's/Technical degree.  
  3. Possesses a valid State driver's license and ability to obtain and maintain insurability as determined by the ACH insurance carrier's requirements.
  4. An annual physical is required to be completed with the Akron Children's Hospital Employee Health Department.

Full Time

FTE: 1.000000



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