Desktop Support Analyst

It's More Than a Career, It's a Mission.

Our people are the foundation of our success. By joining our growing team at Sarah Cannon Research Institute (SCRI), a subsidiary of McKesson, you will have the opportunity to become part of one of the largest community-based cancer programs to advance oncology treatments and improve outcomes for cancer patients across the globe. We look for mission-driven candidates who have a desire to advance the fight against cancer and make a difference in the lives of patients diagnosed with cancer every day.

Our Mission

People who live with cancer - those who work to prevent it, fight it, and survive it - are at the heart of every decision we make. Bringing the most innovative medical minds together with the most passionate caregivers in their communities, we are transforming care and personalizing treatment. Through clinical excellence and cutting-edge research, SCRI is redefining cancer care around the world.

GENERAL SUMMARY OF DUTIES - The Desktop Support Analyst implements and supports facility and division desktop equipment and is the key technical resource responding to end user desktop incidents and requests reported to the Service Desk. Problems beyond the scope of their ability or responsibility are communicated in a timely manner to senior-level support personnel. Support to other division and facility IT personnel is provided, ass warranted, and participation in 24x7 on-call support is provided based on division IT staff rotation. The Desktop Support Analyst adheres to and supports SCRI IT policies and procedures, and recommends process changes that improve the implementation, maintenance and support of ITG desktop equipment and software. Based on proficiency with PC-based equipment and cabling, the Technical Analyst can provide expanded on-site support to technical resources, if needed.

DUTIES INCLUDE BUT ARE NOT LIMITED TO:

• Installs and repairs facility and division ITG equipment and software per SCRI and division ITG standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products

• Responds to and resolves inquiries and requests for assistance with division or facility computer systems, and provides a superior customer support experience for division and facility users

• Analyzes and provides hands-on support for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed

• Logs and tracks problems; reviews problem tracking databases

• Performs facility-based moves, adds, and changes (MACs), as needed

• Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures

• Provides 24x7 on-call support based on division IT staff rotation, and carries a pager as warranted

• Aids and trains users on division and facility technology

• Performs preventative maintenance

• Recommends process changes that improve the implementation, maintenance and support of ITG desktop equipment and software

• Effectively works with customers, Service Desk and Technical Services personnel

• Participates in meetings, committees and continuing education to improve individual, departmental and organizational performance

• Adheres to and supports SCRI ITG standards, policies and procedures

• Maintains and protects confidentiality with regard to all aspects of patient care and employee information

• Adheres to Code of Conduct and Mission & Value Statement

• Other duties as assigned

KNOWLEDGE, SKILLS & ABILITIES

• Manages and prioritizes workload

• Demonstrates ability to multi-task; Possesses strong analytical skills

• Demonstrates a customer orientation; strength in analytical, math, and reasoning skills

• Effectively communicates verbally and in writing

• Possesses proficiency in MS Office applications

• Must be able to drive to assigned sites to complete work

EDUCATION

• Bachelor's degree in information systems or healthcare related field is preferred

EXPERIENCE

• Must have 2 years of IT experience

CERTIFICATE/LICENSE

• Basic certification in A+ and Microsoft Products is preferred; education and/or experience may be substituted for A+ certification

About Sarah Cannon Research Institute

Sarah Cannon Research Institute (SCRI) is one of the world's leading oncology research organizations conducting community-based clinical trials. Focused on advancing therapies for patients over the last three decades, SCRI is a leader in drug development. In 2022, SCRI formed a joint venture with former US Oncology Research to expand clinical trial access across the country. It has conducted more than 750 first-in-human clinical trials since its inception and contributed to pivotal research that has led to the majority of new cancer therapies approved by the FDA today. SCRI's research network brings together more than 1,300 physicians who are actively enrolling patients into clinical trials at more than 250 locations in 24 states across the U.S. Please click here to learn more about our research offerings.

We care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse colleague population and ensure they are the healthiest versions of themselves. For more information regarding benefits through our parent company, McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.