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IS Support Desk Analyst

Touchette Regional Hospital Collinsville, IL
  • Expired: 14 days ago. Applications are no longer accepted.

Job Summary:

The IT Desktop Support Analyst provides first and second level technical support services for all desktop hardware, software, and networking related problems reported to the Service Desk via e-mail and phone. The IT Desktop Support Analyst serves both the Help Desk and Desktop Support functions by fielding and addressing user requests and calls for service through e-mail, phone, remote tools, and on-site visits.

Essential Functions and Duties:

  • Receive and record ALL requests for service and Incidents received via telephone, voicemail, e-mail, and from walk-up customers in the Incident and Request Management System.
  • Provide daily break/fix support for all desktop hardware and software issues via remote and onsite troubleshooting.
  • Perform daily Asset Management related activities.
  • Prioritize and escalate Incidents and requests per established matrix.
  • Follow-up with customers to confirm incident resolution.
  • Frequent and regular professional communication utilizing the phone, instant messaging, e-mail, and face to face with both internal and external customers
  • Provide Move Request and Project support
  • Participate in the On-Call support rotation for after hours, weekends, and Holidays.

The IT Desktop Support Analyst must be committed to providing a high level of customer service to ALL Touchette Regional Hospital and SIHF Healthcare users. This candidate must also be able to adapt to change and learn quickly in a corporate, clinical, and regulated environment.

Typical troubleshooting includes: Windows 7 to current, Microsoft Office 2003 to current, Outlook e-mail, VPN, network printers, network connectivity issues and clinical software systems.

Position Qualifications:

Associates degree in related IT field and/or 2 years related work experience.

Previous experience providing end user support in a call center environment.

Previous experience working in corporate and clinical environments.

Required Skills and Abilities:

  • Excellent customer service skills.
  • Strong communication skills
  • Strong technical aptitude and desktop troubleshooting skills
  • Extensive knowledge of MS Windows and MS Office products
  • Experience installing application software, drivers, and imaging desktop hardware
  • Minimum 1 year help desk or call center experience
  • Intermediate Desktop hardware and peripheral equipment knowledge
  • Basic laser printer knowledge
  • Intermediate knowledge of Network troubleshooting, including wireless issues
  • Intermediate mobile device support
  • Knowledge of Asset Management procedures
  • Knowledge of basic IT terminology
  • Experience with problem escalation and engaging IT departments
  • Experience troubleshooting other hardware such as, hard drives, memory, network interface cards, virtual drives, docking stations, etc.

Touchette Regional Hospital

Why Work Here?

Growing organization, helping to serve those in need, great benefits

Touchette has served area residents since 1958 when we opened our doors as Centreville Township Hospital to offer accessible, affordable healthcare to all. We continue to break down the barriers that stand in the way of the quality, compassionate care everyone deserves. Touchette is a 137-bed, general acute care hospital offering a full line of services for every stage of life, including our Women’s & Newborn’s Center, expanded Emergency Department, new Behavioral & Wellness Center, and extensive Physical Therapy services. We also offer wellness and education programs, senior housing, Home Health Care, and our Medical Specialists to extend our care into the community. Touchette has always strived to make a difference in the lives of the people and the communities we serve. We are committed to: Services that offer the community benefits of a medical system which provides comprehensive services, treating every person with respect and dignity, delivering services in a convenient and courteous manner and continuously improving to build a strong and healthier future for the communities in which we live and work.


5900 Bond Ave, Centreville, IL 62207
Collinsville, IL
62234 USA