Desktop Support Analyst Associate, Technical Support Services, Full-time, Days

Northwestern Memorial Healthcare - Chicago, IL

Full-time - Entry Level

Chicago, IL

Hospitals

About the position

The Associate Desktop Support Analyst plays a crucial role in providing technical support and maintaining endpoint hardware and software for Northwestern Medicine. This position emphasizes a patient-first approach, ensuring that all interactions contribute positively to the workplace. The analyst will be responsible for troubleshooting and resolving issues related to desktops, laptops, mobile devices, and associated peripherals, while also supporting telephony and audio-visual systems. The role requires effective communication and collaboration with team members and customers to enhance service delivery and operational efficiency.

Responsibilities

• Develop knowledge of operating systems associated with endpoint hardware platforms (Windows, OS X), telephony and telephony hardware, pagers, printers and multi-function printers.
• Provide desktop hardware and software problem identification and resolution for all endpoint hardware and related equipment/peripherals.
• Complete hardware moves and equipment replacements for all endpoint hardware and related equipment/peripherals.
• Provide feedback and suggestions to the appropriate Information Services architecture teams on topics related to supported hardware and software standards.
• Assist and ensure compliance with endpoint hardware and software standards (including delivery) as determined by the Information Services department.
• Build relationships with team lead and manager on day-to-day team environment.
• Communicate with IS Service Desk and provide needed assistance to meet immediate customer needs.
• Respond thoroughly and promptly to customer needs.
• Develop and own customer relationships and follow issues through to closure.
• Apply problem solving concepts and take ownership to solve end user problems.
• Escalate problems to senior support staff as necessary.
• Successfully conduct follow-ups to ensure problem resolution and/or service requests are completed to user satisfaction.
• Provide suggestions of new processes to enhance customer service.
• Understand the business and clinical processes at NMH and the operational environments of assigned customers.
• Communicate clearly, responsively, and concisely with customers and team members.
• Develop effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions.
• Seek to improve talents and skills consistent with overall IS direction.
• Take direction from senior support staff.
• Develop skills based on field experience.
• Focus on IS team success and promote collaborative efforts with others.
• Shift easily among different technical and project roles as required by situation.
• Learn to adapt well to rapid change and multiple priorities.

Requirements

• 1-3 Years Experience in Core Discipline
• Basic support knowledge of desktops, laptops and mobile devices and associated operating systems, MS Office products, printers (local, network, label and MFP), desk phones and associated telephony, and networking (wired and wireless).

Nice-to-haves

• Bachelors degree
• I.T. related certification
• 2nd shift or weekend support

Benefits

• Tuition reimbursement
• Loan forgiveness
• 401(k) matching
• Lifecycle benefits