Desktop Support Analyst

Information Systems Worcester, Massachusetts


Position at UMass Memorial Health Care

Everyone Is a Caregiver.

At UMass Memorial Health Care, Everyone is a Caregiver regardless of title. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health care system of Central and Western Massachusetts, and a place where we can help you build the career you deserve. We are more than 14,000 employees, working together as one health care system. And everyone, in their own unique way, plays an important part, everyday.

Requisition # 211879
Title: Desktop Support Analyst
Department: IS Admin
Shift: Days
Status: Non-Exempt
Union: Non-Union
Hours: 40 hours
Shift Length: 8 hours
Location: UMass Memorial Medical Center, 100 Front Street, Worcester, MA.

Position Summary:

The Break/fix Analyst serves as critical front line technical role responsible for problem resolution for the host of enterprise end user equipment including, PCs, laptops, thin clients, printers, hand scanners, tablets and email/application configuration on approved smart phones. These systems use a variety of operating systems including XP, Windows 7, MacOS, iOS, Embedded ThinOS and Embedded Windows 7.

Major Responsibilities:
  • Responsible for imaging and software installs on end user devices
  • Logs and monitors customer questions, issues and problems through resolution/completion.
  • Provides customer updates and status reports with regards to open customer issues as appropriate.
  • Must maintain SLA’s set forth by the organization.
  • Troubleshoots the installation/upgrading, configuration, troubleshooting and support of various Windows operating systems and compatible software applications within a Windows Active Directory environment ; TCP/IP networking environment.

Position Qualifications:


Required: Associate Degree required.



Must have two (2) years technical customer service experience required. Must have demonstrated technical experience with PC hardware and software support environments Must be able to self manage and have excellent interpersonal skills. A combination of expertise in desktop operating systems and TCP/IP networking are required. Must have a solid knowledge base of Microsoft Office suite applications, and basic Inter/Intranet skills. Must have excellent customer communication skills, be organized and efficient and have excellent verbal and written communication skills.

Standards of Respect: