Position Summary:

The Deskside Analyst is responsible for the technical support/installation of all computer, printer, and peripheral hardware both remote and on site. The Deskside Analyst is responsible for maintaining accurate inventory of all assets and managing life cycle equipment refresh tasks along with daily break fix inventory. The Deskside Analyst is the front line for the entire IT department and therefore is expected to assist in trouble shooting software, network, telecom, and assisting with biomedical device connectivity. The position is required to collaborate with many different teams and should possess communication skills to be effective at all levels within the organization. The role is customer facing and maintaining service level agreements and overall customer satisfaction is critical. The Deskside Analyst is typically assigned to a facility however travel to other patient care sites and business offices is required. Healthcare is a 24x7 business and the Deskside Analyst is often required to travel to sites after hours to resolve issues and may be asked to be onsite support for other teams where local staff is not capable of assisting.

Position Responsibilities:

• Installation, maintenance, and repair of desktops, laptops, printers, and peripherals.
• Maintain accurate hardware inventories and spare stock
• Participate in projects for new implementations, upgrades, of hardware and software deployments as needed.
• Collaborate with other teams within IT technical groups in order to maintain efficient operations
• Adheres to all documented policies, procedures and standards
• Provide on call and project support as needed
• Assist with movement of I&T assets including new equipment or the decommissioning of end-of-life equipment
• Provide tier 1 support for printer and multifunction devices
• Provide Tier 1 support for Cisco phones and should understand VOIP.
• Provide smart hand support for network
• Troubleshoot software errors messages to diagnose root cause
• Provide tier 1 level support for audio visual equipment
• Maintain a clean and orderly work environment.
• Manage service tickets in the ticketing software, providing updates and closure within the SLA parameters

Position Requirements:

• Demonstrate a deep understanding of the technical environment and its business return.
• Ability to document technical details and follow technical documentation
• Experience working with different operating systems to include Windows and Mac OS
• Strong organizational and communication skills both written and oral
• Ability to perform effectively both independently and as a part of a team
• Have excellent customer service and interpersonal skills to interact with clients at all levels
• Aptitude to understand technology changes and inform clients of the potential impact
• Be self-motivated and capable of prioritizing workload based on business needs
• Ability to multitask in a fast-paced environment and follow instructions both verbal and written
• Attention to detail and critical thinking for problem resolution
• Knowledge of basic network troubleshooting
• Possess a valid driver’s license and be able to provide an annual Motor Vehicle Report (MVR) that meets BSMHIT requirements.

• Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com