Desktop Analyst Associate

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County.

Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization

SUMMARY:

We are currently seeking a Desktop Analyst Associate to join our team. This part time role will work 40 hours within a two week pay period (days), on-site.

Purpose of this position: As a primary contact the Desktop Analyst Associate's role is to support and maintain organizational computer systems, software and peripherals throughout their lifecycle. That includes installing,
diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while
ensuring optimal workstation performance.

RESPONSIBILITIES:

• Provides in-person and remote resolution of customer incidents and requests
• Escalates unresolved incidents to appropriate teams as needed
• Uses appropriate tools and technical knowledge/skill to troubleshoot, diagnose, and accurately resolve at first contact
• Accurately records details of all incidents, tasks, problems, and timelines to the incident log. Obtains complete user information. Escalates to appropriate team if unable to resolve
• Updates the knowledgebase regularly
• Ensures the proper prioritization and escalation process of incidents to the appropriate teams
• Communicates deadlines and consistently follows up with all end-users daily
• Researches and participates in relevant training opportunities and resources
• Participates in technical projects
• Understands Hennepin Healthcare's IT Security practices
• Provides effective oral and written communication to management as requested

QUALIFICATIONS:

Minimum Qualifications:

• 0 years of experience
• Associates of Arts (AA) or Bachelor's degree

-OR-

• An approved equivalent combination of education and experience

Preferred Qualifications:

• Experience with healthcare applications and environment

Knowledge/ Skills/ Abilities:

• Demonstrates technical skill, knowledge and competency of printers, print drivers, spoolers and print servers
• Critical thinking and problem-solving skills
• Interpersonal skills and the ability to communicate with management, peers and customers via reports, email, or verbal updates
• Demonstrated ability to quickly learn new technologies and systems and provide instruction on complex processes
• Adaptable to changing priorities, tasks, and work schedules to meet customer service standards
• Excellent customer service focus, including escalation handling and resolution
• Ability to manage multiple priorities and deadlines
• Effective written and verbal communication skills
• Employs active listening skills
• Must be a self-starter, able to work under pressure and be flexible in setting priorities
• Ability to maintain a calm disposition and to react quickly, logically, and effectively under pressure
• Virtual Desktop
• Experience utilizing enterprise workstation management tools
• Experience configuring and troubleshooting network connectivity
• Experience configuring and troubleshooting a variety of computing devices and applications as requested by a customer

You've made the right choice in considering Hennepin Healthcare for your employment. We offer a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer.

Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.

• We offer a competitive pay rate based on your skills, licensure/certifications, education, experience related to this position, and internal equity.
• We provide an extensive benefits program that includes Medical; Dental; Vision; Life, Short and Long-term Term Disability Insurance; Retirement Funds; Paid Time Off; Tuition reimbursement; and license and Certification reimbursement (Available ONLY for benefit eligible positions).
• For a complete list of our benefits, please visit our career site on why you should work for us.