Analyst, Client Support

• 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.

• 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.

• 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.

• Pay Rate $58,700 - $67,500 / year
• Excellent medical, dental, prescription and vision insurance
• Disability coverage
• Tuition Reimbursement Program
• 401(k) Retirement/Pension Plans
• Discounted Gym Membership
• Free Loretto Health Clinic Visits
• Generous Paid Time-Off Accrual
• Fun events for employees
• Convenient locations with free parking
• Employee Coaches - to help you achieve life goals
• Diaper Assistance Program
• Opportunity for career growth and movement within 19 sites!

Loretto