Desktop Support Analyst

Job Title: Senior Desktop Support Analyst

Location: York Hospital, York, Maine (On-site)
Department: Information Technology

Overview

The Senior Desktop Support Analyst provides crucial second-line support as a key member of our Managed Services team. This role is responsible for assisting internal users experiencing problems with IS-supported software and hardware. Your mission is to ensure the stability and performance of our desktop and laptop environments, resolving technical issues efficiently and effectively to empower our teams and support our business operations.

Key Responsibilities

• Identify and resolve desktop and laptop hardware problems.

• Perform initial network troubleshooting and determine the appropriate escalation path.

• Proactively resolve virus issues and implement preventative initiatives.

• Assist in new system deployments, including loading appropriate software as needed.

• Manage and resolve incidents escalated from first-line support.

• Create and maintain support documentation for customer and departmental use.

• Provide suggestions and information on projects to improve departmental services.

• Assist in the development of web pages for the Intranet and third-party applications.

• Maintain web support resources, including hints, tips, and FAQs.

Qualifications

Experience

• 4-6 years of experience in a desktop support environment is preferred.

• Practical understanding and proficiency with the following technologies:

  • MS Windows Operating Systems

  • MS Exchange

  • MS Office Suite

  • Citrix

  • Firewall/VPN Configuration

  • MS SQL Server

  • MS IIS

• Strong analytical and problem-solving skills with a logical, systematic approach.

• Excellent customer focus with the ability to anticipate user needs.

• Strong verbal and written communication skills.

• Demonstrated ability to work effectively under pressure and manage deadlines.

Education

• A Bachelor of Arts (BA) or Bachelor of Science (BS) degree, or a relevant combination of training and experience, is preferred.

Working Arrangements

• On-Call rotation to support 24/7 operations required.

Travel

• May require local travel and other travel for business needs.

• This is an on-site position for the initial months during the onboarding period. A transition to a hybrid work model is possible upon successful completion of the onboarding phase and the achievement of a satisfactory level of autonomy

Why Altera?

At Altera Digital Health, you will have the opportunity to profoundly impact the lives of patients by empowering healthcare providers to deliver superior care. You will join a passionate and gifted team committed to innovation and excellence. We offer a competitive compensation and benefits package and the opportunity to work in a fast-paced and dynamic environment.

Compensation:

$50,000 - $52,000