Desktop Support Analyst

Requisition ID
Posted Date
1 month ago(12/14/2017 10:17 PM)
Information Technology




Welcome to Allscripts!  Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.


The primary purpose of this role is to provide second line of support assistance to employees experiencing problems with IS supported software and hardware.


  • Deliver end user support in accordance with IT Service Level Agreements.
  • Deployment of systems for new hire, contractors and replacement systems for existing employees
  • Meet or exceed established the Desktop Team’s monthly average case resolution goal.
  • Help Desktop Services team meet or exceed 95% client satisfaction goal.
  • Help maintain and grow the knowledge document base by creating and updating documents.
  • Respond to cases logged by employees who are requesting assistance. Cases could be logged via phone, web or in-person channels.
  • Ensure all cases are resolved within stipulated SLAs.
  • Document in internal ticketing system all actions and communications taken to assist with and resolve problems.
  • Provide permanent solutions to reduce recurring issues.
  • Participate in short term and long term projects. - Assist other IT teams as needed.
  • Facilities management responsibilities including managing and ordering of office supplies, maintaining seating floorplan, shipping and receiving and responding to facility requests as needed by the Sr facilities management team


Academic and professional qualifications:

  • Bachelors Degree in Information Science, Computer Science, Software, Engineering, Business; OR
  • Relevant combination of training and experience


  • 2-3 years’ desktop support experience involving direct contact with end users.
  • Ability to communicate technical information to a range of people, from non-technical to highly technical.
  • Ability to work as a team with members both local and located in other facilities.
  • Ability to work without direct supervision. - Look for and provide suggestions for improving departmental tools and processes.
  • Hardware: experience in troubleshooting and supporting desktops, laptops, printers and scanners.
  • Software: experience with supporting various Microsoft products, Windows 7, Windows 10 and Microsoft Office 2016-Office 365.
  • Understanding of home networking and VPN connections.
  • Basic network troubleshooting skills. - Excellent interpersonal and communication skills.
  • Understand needs and expectations, evaluate information, use experience in making opinions, and evaluate the benefits of alternative solutions and their impact to determine the most appropriate course of actions to achieve goals.
  • Ability to create written materials with objectivity and clarity for targeted audience. This may apply to a variety of documentation. - Experience with troubleshooting technical issues and ability to handle L2 and L3 escalations.
  • Ability to handle multiple activities simultaneously. - Experience in using help desk ticketing software.
  • Basic knowledge of Active Directory, DNS, DHCP. - Current Windows MCSA required and preferred
  • Current MS certifications preferred.
  • ITILv3 Certification preferred

Travel Requirements:

  • Travel, based on the needs of the assignment would be a requirement for this position working arrangements

Working Arrangements:

  • 24/5 Support


At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.


Allscripts policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.


From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans


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