Desktop Support Analyst Associate - Endpoint Support Services, Full time, Days

Employment Type

: Full-Time


: Miscellaneous

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Job Description

The Desktop Support Analyst Associate will have primary responsibility for maintaining PCs, tablets, printers, phones, including operating systems support. To that purpose, the position provides business-use guidance as well as technical guidance for end user technologies. The role includes hardware and software deployment as necessary. 

Technical Skills: 

  • Knowledge on Microsoft operating systems associated with HP, Lenovo & Dell PC platforms, Cisco Call Manager and Cisco phones, HP and Xerox printers. 
  • Provides desktop hardware and software problem identification and resolution for all PCs and related equipment. 
  • Completes hardware moves and equipment replacements for all PCs and all PC related equipment. 
  • Provides feedback and suggestions to the appropriate Information Services architecture teams on topics related to supported hardware and software standards. 
  • Support and ensure compliance with workstation hardware and software standards (including delivery) as determined by the Information Services department. 
  • Communicate with team lead and manager on day to day team environment.
  • Communicate with IS Service Desk and provide needed support to meet immediate customer needs. 

Customer Service: 

  • Responds thoroughly and promptly to customer needs.  
  • Owns customer relationships and follows issues through to closure.  
  • Applies problem solving concepts and takes ownership to solve end user problems. Escalates problems to senior support staff as necessary. 
  • Successfully conducts follow ups to ensure problem resolution and/or service requests are completed to user satisfaction. 
  • Provides suggestions of new processes to enhance customer service. 
  • Understands the business and clinical processes at NMH and the operational environments of assigned customers. 

Communication Skills:

  • Communicates clearly, responsively, and concisely with customers and team members. 
  • Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions. 

Personal and Staff Development:

  • Seeks to improve talents and skills consistent with overall IS direction. 
  • Takes direction from senior support staff.  
  • Develops skills based on field experience. 


  • Focuses on IS team success and promotes collaborative efforts with others. 
  • Shifts easily among different technical and project roles as required by situation. 
  • Adapts well to rapid change and multiple priorities. 
  • EOE Minorities/Women/Disabled/Veterans. VEVRAA Federal Contractor.


Required: Bachelors Degree OR 1-3 years of information systems experience. 

Preferred: Bachelors degree. Relevant IT Certifications. 

Additional Information

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability or sexual orientation.

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