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Desktop Support Analyst

Job Title
Desktop Support Analyst
Job ID
Franklin,  TN 37067
Other Location

Job Title:         Desktop Support Analyst


Conexess Group is excited to assist a local healthcare company in their search for a Desktop Support Analyst. This is an immediate full time need for our client and ideal salary range is between $45,000-55,000. This person will be responsible for managing and maintaining all end-user desktop hardware, mobile devices, software applications, operating systems and network connectivity. This person will also be asked to provide Tier 1 support for all IT-related technical end-user desktop issues.

The ideal candidate will be a confident and highly organized self-starter with first class communication and problem solving skills. Demonstrate exceptional customer service skills to end users.

Essential Duties and Responsibilities

  • Provides initial Tier 1 support for all assigned support desk incident requests.  Performs initial problem discovery, escalation and resolution for all requests.  Logs requests and documents request resolutions appropriately.
  • Manage, sorting, and tracking service requests. Ensure proper recording, documentation and closure in help desk tracking system.
  • Develop standard procedures for recurring service request issues
  • Images PCs to meet established departmental criteria.
  • Create documentation on standard support resolutions and publishes this documentation accordingly for future reference.
  • Perform routine patching for desktops and laptops utilizing WSUS.
  • Perform administration tasks in Active Directory and Exchange, maintaining security account access and authorizations for new and existing end-users.
  • Maintain and Administer Desktop/Laptop encryption process.
  • Execute basic administrative tasks in the VOIP phone system.
  • Administer VMware VDI environment.
  • Administer printers and print servers.
  • Administer RightFax server.
  • Participate in the IT rotation for after-hours, on-call support.
  • Implement special projects or tasks as assigned.
  • Perform light duty facility tasks.

Job Knowledge, Skills and Abilities Required

  • Ability to communicate effectively verbally and in writing.
  • Demonstrate the ability to effectively analyze and resolve problems and be assertive in presenting solutions.
  • Ability to organize and set priorities according to situational demands and work effectively under stress and with minimal supervision.
  • Hands on experience with imaging computers (Acronis).
  • Hands on experience with Microsoft Active Directory required.
  • Hands on experience troubleshooting and installing Microsoft XP/Windows7/Win10, Office Suite and other Microsoft products.
  • Experience working with various hospital systems such as HMS, Meditech, McKesson, Affinity, IDX, Bulldog, Eclipsys, Epic, Cerner, Keane, etc. would be a plus.
  • Hands on experience with printers and print servers required.
  • Hands on experience with remote support tools preferred.
  • Previous administration experience in Microsoft SharePoint, OpenText RightFax, and VOIP phone system, Google Postini would be a plus.
  • Experience with regulatory and legislative authorities including but not limited to CJIS, HIPAA, PCI, and PII preferred.
  • Hands on experience with Microsoft Windows Servers a plus.
  • Hands on experience with Microsoft Group Policies preferred.
  • Hands on experience administering VMware VDI environment.


  • High school diploma or equivalent required.  Bachelor’s degree in Computer Science or a related MIS discipline preferred.
  • MCTA certification preferred
  • At least 3 year’s experience working as a Desktop Support Technician or equivalent. 


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