Who we are? As the world's largest organization of board-certified pathologists and leading provider of laboratory accreditation and proficiency testing programs, the College of American Pathologists (CAP) serves patients, pathologists, and the public by fostering and advocating excellence in the practice of pathology and laboratory medicine worldwide.
Our Culture
- CAP employees make a meaningful difference by partnering with colleagues customers and members on challenging and rewarding work
- CAP provides its employees with an energetic and collaborative work environment and encourage opportunities to further develop their skills-offering reimbursement for educational programs and participation in events that enhance your skills
- We offer a generous compensation and benefits package, 401K, and more visit Careers at the CAP for more details
Brief Description
The Senior Desktop Support Analyst, a role within the Information Services (IS) division of the College of American Pathologists (the CAP), is responsible to:
• Install, configure, monitor, and maintain CAP end user desktop software and hardware, and support the mobile workforce.
• Provide consultation to CAP end users for all aspects of end-user computing and desktop-based LAN (Local Area Network) systems software.
• Provide technical support and guidance through Tier 3 support and work with IT engineers and vendors to resolve issues.
• Requires minimal supervision and is expected to consistently exercise appropriate independent judgment and decision-making.
Specific Duties
Primary duties and responsibilities:
• Assist end users with the resolution of problems encountered with the CAP's endorsed standardized hardware and/or software.
• For the protection of the CAP's systems and data security, adhere to all IS system security administration policies and procedures, including the provisioning, modification, monitoring, and removal of access rights to the CAP's systems and applications.
- Confidentiality surrounding the activities related to these policies is required.
• Provide in-depth group end-user training.
• Create training materials.
• Perform repair and replacement of desktop hardware.
• Document solutions to problems and develop end-user guidelines.
• Support, maintain and administer the CAP's workstation configuration management system and end point protection system.
• Occasionally assist with the development and implementation of the CAP's client and communication systems.
• Assist the Senior Manager, IS Support Services, and the Desktop Support Supervisor, in preparing proposals and specifications for new initiatives and systems.
• Develop and maintain expertise in pre-approved product /service/application categories.
• Manage inventory, prepare status reports, generate call logs, initiate problem-tracking reports, and identify service trends.
• Manage the configuration of the CAP's workstations via Active Directory Group Policies, login scripts and (where required) developing custom scripts.
• Lead the training and development of Desktop Support Analyst I & II.
• Ensure development and maintenance of Desktop Support documentation, processes, and procedures.
• Assist the Senior Manager, IS Support Services and the Desktop Support Supervisor with the development and maintenance of Desktop Support documentation and procedures.
• Ensure strong customer service attitude and ability to adapt to a changing environment.
• Lead the Desktop Support staff in absence of the Senior Manager, IS Support Services and the Desktop Support Supervisor.
• Perform other duties as assigned by the Senior Manager, IS Support Services and the Desktop Support Supervisor.
Knowledge/Skills Required/Preferred
Personal:
• Strong interpersonal and communication skills.
• Works effectively within team structures.
• Good planning skills.
Professional:
• Strong technical, problems solving, and support skills.
Technical:
• Strong technical skills in configuration of the following services/systems:
- Desktops & Laptops
- MS Windows & MS Office
- Fax software
- Remote access clients
- Desktop management software
- LAN, Wireless, and Enterprise email
Education/Experience
Education:
• Bachelor's degree or equivalent experience in IS.
Experience:
• Minimum six years of experience with training on computer technology, desktop support, and telecommunications.
• Application support and internet experience required.
Related certifications:
• Any certifications relevant to the role a plus.
Additional Criteria
• Schedule flexibility to allow for availability required during the CAP's non-business hours for activities such as resolution of critical issues or outages, managing off-hours maintenance, meetings with offshore teams, or other critical business needs.
• Travel required when necessary; expected to be less than 10 percent.
This position is based out of the Northfield, IL office. Candidates must reside within 75-miles of the Northfield office.
Salary Range: $75,000 - $94,000
Equal Opportunity Employer The CAP is an equal opportunity/affirmative action employer, providing equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, creed, color, religion, sex, gender identity and/or expression, national origin, age, ancestry, disability or genetic information, military status, sexual orientation, marital status, citizenship status, order of protection status, homelessness, or any other characteristic protected by federal law and the applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Applicants have rights under Federal Employment Laws: Family and Medical Leave Act Equal Employment Opportunity Employee Polygraph Protection Act
Job Details
Job Family Computer Science
Pay Type Salary
Travel Percentage 10