The Analyst, Client Support will provide first-level daily support and problem determination for online services, workstation platform software and hardware, client/server applications, TCP/IP-based LAN and WAN networks, and organizing and directing the analysis and resolution of online problem situations through a problem management system (TrackIT) in a primarily Microsoft Windows-based environment to ensure optimal client satisfaction with their technical environment. The person will also troubleshoot problem areas (in person, by telephone, via e-mail, or remote login) in a timely and accurate fashion, and provide end-user assistance where required with both hardware and software issues. The Senior Client Support Analyst is a mentor and provides direction to the Client Support Analyst and Associate Client Support Analyst. The Analyst will assist in administration of Help Desk tools, will proactively share information within and across groups, and will provide accurate and meaningful documentation of problem resolutions.

Job Duties Specific to This Position:

• Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommends and implements corrective solutions, including off-site repair for remote users as needed.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assesses the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, DVD/CD drives, and so on.
• Collaborates with Network Manager and Server Administrator to ensure efficient operation of the desktop computing environment.
• Where required, administers and resolves issues with associated end-user workstation software products and applications.
• Receives and responds to incoming calls, e-mails, and/or work order production system regarding desktop problems.
• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations and help calls.
• Maintains an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Accurately documents instances of desktop equipment or component failure, repair, installation, and removal and analyze data to determine trends and corrective actions.
• Recommends long-term strategies and capacity planning for meeting future desktop hardware needs.
• Manages or oversees the purchase of PCs, desktop hardware and related products.
• Assists with the deployment and maintenance of phone equipment as needed.

Job Expectations for All Employees:

• Promotes and role-models the mission, values, vision and strategic goals of Loretto in all interactions with staff, peers, residents, family members, vendors and visitors. Treats people with dignity, professionalism and kindness.
• Demonstrates excellent internal and external customer service skills such as friendly greeting, making eye contact, listening attentively, responding in a timely manner, showing respect and empathy and acting as a role model for staff and peers.
• Demonstrates excellent work attendance, reliability and work ethics.
• Attends and actively participates in required meetings and training sessions.
• Complies with established policies, procedures, and codes of conduct at all times.
• Adheres to all health and safety requirements, regulations, policies and procedures.
• Practices and teaches safety awareness. Identifies and reports or corrects any possible safety or environmental issues.
• Understands all HIPAA and other compliance & regulatory requirements associated with their role, including completion of required internal or external training/certifications.
• Performs a variety of related duties as assigned.

• 8 years or more relevant work experience in corporate environment, experience in other organizations also preferred but not required.
• A+, Network+, or MCP Certification or other valid certification.
• Demonstrated, expert technical knowledge of desktop hardware and software, including Windows 2000, Windows XP, and Microsoft Office applications.
• Demonstrated, expert technical knowledge of TCP/IP-based LAN and WAN networks.
• Demonstrated, excellent technical knowledge of PC internal components.
• Significant hands-on hardware troubleshooting experience.
• Knowledge of, and experience using programming languages such as Visual Basic and other .Net languages and web programming and reporting tools such as Crystal Reports.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand or even update technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Strong customer-service orientation.
• Valid NY State driver’s license and a reliable vehicle.

An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Physical Requirements

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Walking 10%

Standing 10%

Sitting 70%

Lifting 10% Up to 35lbs