Desktop Analyst

Job Summary

The Desktop Analyst serves as the single point of contact for support and maintenance within the organization’s desktop computing environment. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading PC hardware and equipment to ensure optimal workstation performance. The analyst troubleshoots issues in person, by telephone, or via e‑mail, and provides timely and accurate end‑user assistance. This role strives for superior performance by consistently delivering excellent service to leadership and staff, supporting a patient‑ and family‑centered care environment.

Responsible To: IS Operations Supervisor

Workers Supervised:
None

Inter‑Relationships: IS staff, physicians and physician office staff, all hospital staff; internal and external customers.

• Assist in developing long‑term strategies and capacity planning for future desktop hardware needs.
• Conduct research on desktop products to support procurement and development efforts; evaluate and recommend products for purchase.
• Write technical specifications for purchase of PCs, desktop hardware, laptops, and related products.
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end‑user workstations and related hardware and software to deliver required service levels.
• Assess the need for and implement performance upgrades to PC boxes, including installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD‑ROMs, and similar components.
• Collaborate with network analysts to ensure efficient operation of the company’s desktop computing environment.
• Administer and resolve issues with end‑user workstation networking software products where required.
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
• Perform moves, adds, and changes requests as submitted by line managers.
• Ensure physical desktop connections (e.g., RJ‑45 Ethernet jacks, connectors between PCs and servers) are in proper working order.
• Prepare tests and applications for monitoring desktop performance and provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Develop and maintain an inventory of all devices such as PCs, laptops, thin clients, monitors, keyboards, hard drives, modems, network cards, and other components.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Collaborate with third‑party support and PC equipment vendors as necessary.
• Develop clear and concise documentation and instruction manuals.
• Perform other related duties as required.
• Maintain strict confidentiality related to all MHC data and information as dictated by hospital standards, policies and procedures; access MHC systems only as necessary to perform job duties.
• Complete work within the authorized time.
• Share on‑call duties with other individuals within Information Services as deemed appropriate.
• Demonstrate knowledge of and support hospital mission, vision, values, standards, policies, procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, and the code of ethical behavior.

• Other duties as assigned.

• College diploma or university degree in computer science and/or 5 years equivalent work experience.
• Microsoft certification preferred.

• Excellent technical knowledge of PC and desktop hardware.
• Excellent technical knowledge of PC internal components.
• Hands‑on hardware troubleshooting experience.
• Extensive equipment support experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.