St. Luke's Rehabilitation Institute Desktop Support Analyst 2 in Spokane, Washington

Engage - Engage Information Technology - Full Time, Day, 8-5 M-F Posted 2018-03-13 Req # 5639

Summary Statement # Purpose Installs, maintains, repairs, troubleshoots desktop hardware, software packages and client server applications. Provides support for network and communications components. Complexity # Supervision Applies advanced understanding of the desktop environment, network support and previous related work experience to efficiently accomplish assigned projects and tasks. Relies on experience, knowledge, technical instructions, general procedures and independent judgment to meet project requirements and user requests. Works on routine to complex tasks. Works under general direction. Technology/Equipment Used Phone, fax, copier, printers, PC, laptop, mouse, keyboard, monitors, MS Office, Internet, email, Outlook calendar, MOX, HEAT, Meditech, MS Windows, testing and diagnostic tools for hardware, networks and software packages, client server applications, wires, cables, wide variety of desktop hardware and peripherals, small hand tools. Minimum Qualifications A.S. Computer Science, Information Resource Management, related field or related certifications, or equivalent combination of education, training and experience. 3 years technical support or desktop support experience in a multi-vendor network environment. Experience must include working in a team environment supporting computers, printers and related equipment using current tools and methodologies and effective problem-solving. Technical Knowledge: Working knowledge of Ethernet networking and router technology sufficient to maintain current network architecture. Proficient with MS Office, MS Windows, network protocols and information technology processing skills, current desktop/telecom support tools and methodologies. Strong foundation in MS operating systems and desktop hardware and peripherals. Good project coordination and task management skills. Highly skilled in job and project analysis, hardware and software component configurations, product evaluation, product integration, installation and test procedures, documentation and training procedures, problem diagnosis and resolution, diagnostic tools and network management applications. Business Planning and Control: Able to follow project plans. Organizational: Manage time and priorities to meet competing requests, projects and schedules and deadlines. Able to handle stress of intense customer issues and urgent management requests. Communication: Able to consistently employ good telephone etiquette. Communicate effectively in English in written and verbal form. Communicate in person and by telephone. Read, analyze and interpret documents such as policies, procedures, and technical instructions. Understandably convey complex technical ideas to people with little technical background. Write with clarity, correct spelling, grammar, punctuation and cohesive structure. Interpersonal: Establish and maintain good working relationships, collaborate effectively in team environment, interact professionally with customers and co-workers even under stress, resolve conflicts appropriately and timely, use influencing and negotiation skills to gain cooperation and produce good decisions by others, persuade customers to use standards, employ good listening skills. Able to facilitate user meetings and coordinate with other service providers. Able to establish credibility with customers. Reasoning: Strong problem identification and analytical skills. Gather data, define problems, establish facts, draw valid conclusions. Interpret technical instructions in written or diagram form. Use logic. Understand symbolism (e.g. formulas, graphs). Deal with an extensive variety of abstract and concrete variables. Math: Basic arithmetic, basic algebra, basic statistics. Other: Able to respond appropriately to urgent or stressful situations. Preferred Qualifications B.S. Computer Science or related field. Previous Engage experience. 4 years related experience. Physical # Sensory Requirements, Work Environment # Conditions Able to: Lift/carry/push/pull up to 20 pounds frequently, up to 50 pounds occasionally. Stoop, crawl, climb, bend frequently. Work in confined spaces such as ceilings and crawl spaces during installations. Sit and stand frequently during the day. Drive car frequently to various facilities. Walk frequently to provide service around the facility. Use computer equipment including keyboard, mouse and monitor 4-8 hours usually daily. Use sight to view monitors and documents. Use color vision to accurately identify wires and cables. Communicate via telephone, face-to-face, e-mail, fax. Occasionally work extended hours and weekends. Provide on-call support. Frequently reaches and uses finger dexterity to install equipment, wires and cables. Environmental Exposures Blood born Pathogen Category 3 - no risk of exposure to blood-born pathogens . Work setting: Work is normally performed in hospital or office setting and sometimes is performed in confined spaces. Has prolonged exposure to computer monitor. Has frequent exposure to wiring