End User Computer Analyst II

at NorthShore University Health System in Skokie, Illinois, United States

Job Description

Job Description:

Position Highlights:
Position: End User Computing Analyst II
Location: Skokie, IL
Full Time
Hours: Monday-Friday, 8am - 430pm
On Call: yes - one week rotating with other team members

A Brief Overview:
The End User Computing Analyst performs maintenance and integration activities as they relate to the end user computing environment inclusive of desktops, laptops, monitors, peripherals, security, inventory, and asset management. Responsible for the installation, repair and preventative maintenance of personal computers (PCs), printers, and peripheral equipment (for e.g. scanners). Performs all installations, upgrades and may perform backups of software and hardware applications. Troubleshoots software and hardware failures and identifies network problems when they relate to PCs, printers, and peripheral equipment.

The End User Computing Analyst II provides technical support and problem management to end users on complex issues regarding computer operations and networks including installations, moves, adds, system status, etc. Under general supervision, provides timely and creative solutions to end user computer problems of a complex nature to ensure end user productivity. Coordinates configuration/installation and general trouble shooting of PC hardware and software as well as peripherals. Responded to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves and configuration changes. Maintains accurate information and data regarding end-user issues within the incident and inventory systems and according to policies and standards. Acts as the point person for special projects involving the deployment and installation of end user computing equipment. A certain degree of creativity and latitude is required as well as critical problem solving.

What you will do:
Address inquiries, requests, reported issues and problems within all NorthShore's facilities as reported by End Users throughout the HealthSystem and assigned through NorthShore's ticketing system.
Responds to and resolves end user computing hardware and application failures per department standards: understand, assess, identify and resolve.
Deploys and installs end user computing hardware and software across all of NorthShore's facilities.
Receives and acts upon incidents that have been escalated by junior members of the team.
Provides customer support with advanced diagnostic solutions by working with customer support team(s) and providing support/ collaboration to problem solve;
Demonstrates ability to resolve problems of a difficult nature using documented work-around procedures. Demonstrates ability to use intuitive tools to interpret various error conditions and/or reported symptoms, isolate problem, provide solution or escalate problem to appropriate support group.
Reports and documents any malfunctions and/or observed deviations from standard performance via the ticketing system; works with support teams or vendors to restore services or minimize impact to the end user and business.
Provides second line troubleshooting and the identification of applicable problems relating to workstations, Microsoft Office Suite, Enterprise software applications, NorthShore specific applications and basic network communications.
Possesses knowledge of appropriate operating systems and access methods used at NorthShore.
Handles and solves medium to high tickets in accordance with detailed documentation. Possesses fundamental hardware and software proficiency to successfully demonstrate the skill in practical applications of moderate difficulty. Is able to diagnose hardware problems, and install/alter configurations via software (e.g., autoexec.bat, config.sys).
Demonstrates the ability to identify and resolve difficult hardware problems by associating customer reported problems and symptoms to pre-established resolutions using standard instructions from the manufacturer. Can use diagnostic tools and repair tools to accomplish tasks. Able to read and interpret schematics and other instructions for repairing equipment.
Installs advanced desktop and clinical applications supported by HIT Application Teams Has the ability to install software on a specific platform. Demonstrates an ability to resolve problems that may occur during the installation of software. Is capable of understanding the design and purpose of the software being installed.
Works on assignments that are often dynamic in nature where the ability to recognize deviation from accepted practice is required
Works with the NorthShore end user community to identify and deliver required service levels
Assists with performing routine, day-to-day procedural activities for simple incidents and situations, which may include... For full info follow application link.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.