Associate Computer Support Analyst

ChristianaCare

Associate Computer Support Analyst supporting and maintaining in-house computer systems at ChristianaCare. Involves troubleshooting, hardware management, and user training.

Posted 5/20/2026full-timeWilmington • 🇺🇸 United StatesJuniorMid-Level💰 $63,107 - $100,984 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Support and maintain in-house computer systems, desktops, peripherals and telephony systems.
Install, diagnose, repair, maintain, and upgrade all hardware and equipment while ensuring optimal performance.
Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.
Work with end users to identify and deliver required PC service levels.
Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, telephony, mobile devices, clinical IT devices including nurse call, TV Systems, networked peripheral devices, and networking hardware products.
Perform on-site analysis, diagnosis, and resolution of complex PC/Printer problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
Receive and respond to incoming calls, pages, and/or e-mails regarding PC, Server and/or hardware problems.
Maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
Accurately document instances of hardware failure, repair, installation, and removal.
Recommend, schedule, and perform PC/Server, hardware and peripheral equipment improvements, upgrades, and repairs.
Support development and implementation of new computer projects and new hardware installations as well as telecom hardware.
Liaise with third-party support and equipment vendors where required.
Document troubleshooting information in the incident management application to ensure problem determination/resolution methods are efficient and reliable.
Utilize and enhance the knowledge base of technology and application information, and ensure documentation is up to date.
Identify and pursue opportunities for improving customer service.
Identify problem trends and look for root cause of problems, rather than applying short-term fixes.
Ensure PC Hardware is implemented by standard guidelines and at the expectation of the customer and within service level commitments.
Support internal telecom environment, including configuration and wiring of telephony systems.

Requirements

What you’ll need

Bachelor's degree or commensurate experience in a discipline related to information technology and end-user support.
Demonstrated, from past work experiences, the breadth and depth of knowledge to support a complex, dynamic information organization.
2 or more years of information technology, Desktop/Hardware support and system analysis experience.
2 years of customer service-related experience.
Knowledge of current network protocols, operating systems, and standards, including Healthcare related applications.
Knowledge of PBX applications (Avaya Communication Manager) and telecom wiring to be able to support a telecom infrastructure.
Ability to operate tools, components, and peripheral accessories.
Ability to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to conduct research into hardware and software issues and products as required.
Ability to present ideas in user-friendly language.
Ability to understand the organization’s goals and objectives.
Ability to be self-directed and motivated.
Skill in attention to detail.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Strong customer-service orientation.
Skill in analyzing, interpreting, and solving diverse problems.
Skill in written and verbal communication.
Skill in using Incident management software (ServiceNow) and ability to update customer facing knowledge (ServiceNow).
Skill in relationship-building and interpersonal skills.
Ability to communicate with a wide variety of information technology analysts.
Ability to communicate with a wide variety of end-users in healthcare arena.
Ability to acquire a broad range of technology knowledge.
Ability to use a personal computer to perform duties.
Ability to assume responsibility and to work flexible hours.
Ability to work off hours while on 7x24 critical support.

Benefits

Comp & perks

Full Medical, Dental, Vision, Life Insurance, etc.
Two retirement planning offerings, including 403(b) with company contributions
Generous paid time off with annual roll-over and opportunities to cash out
12 week paid parental leave
Tuition assistance
Incredible Work/Life benefits including annual membership to care.com, access to backup care services for dependents through Care@Work, retirement planning services, financial coaching, fitness and wellness reimbursement, and great discounts through several vendors for hotels, rental cars, theme parks, shows, sporting events, movie tickets and much more!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

hardware installationhardware troubleshootingnetwork protocolsoperating systemstelecom wiringPBX applicationsincident managementsystem analysisend-user supportcustomer service

Soft Skills

attention to detailproblem-solvingwritten communicationverbal communicationrelationship-buildingself-directedmotivatedprioritizationcustomer service orientationflexibility

Certifications

Bachelor's degree in information technology