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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 (https://www.cap.org/careers-at-the-cap) for more details

The Senior Desktop Support Analyst is a crucial role within the Information Services (IS) division of the College of American Pathologists (the CAP). This position supports CAP End User Computing Infrastructure at an expert level and demands a comprehensive understanding of end-user computing, desktop software, and hardware, ensuring seamless technical support for CAP's various stakeholders.

The Senior Desktop Support Analyst reports directly to the IS Desktop Support Manager and is not directly a supervisor to others but is expected to employ leadership experiences in this role.

Specific Duties

Primary duties and responsibilities:

+ Support CAP’s end users in resolving problems with the CAP’s endorsed standardized hardware and/or software.

+ Support all IS system security administration policies and procedures for the protection of the CAP’s systems and data security.

+ Provision, modify, monitor, and remove access rights to the CAP’s systems and applications.

+ Maintain confidentiality in activities related to these policies.

+ Provide in-depth group end-user training.

+ Create training materials.

+ Document solutions to problems and develop end-user guidelines.

+ Support, maintain and administer the CAP’s workstation configuration management systems and end point protection systems.

+ Assist the IS Senior Manager and the IS Desktop Support Manager, 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 troubleshooting logs, initiate problem-tracking reports, and identify service trends.

+ Manage the configuration of the CAP’s workstations via Active Directory Group Policies, SCCM, login scripts and (where required) developing custom scripts.

+ Promote the training and development of Desktop Support Analyst I & II.

+ Ensure timely development and maintenance of Desktop Support documentation, processes, and procedures.

+ Ensure strong customer service attitude: Maintain a positive and proactive approach to customer support, ensuring satisfaction and efficient resolution of issues.

+ Adapt to a changing environment: Demonstrate flexibility and the ability to adjust strategies and processes in response to evolving technological and operational needs.

+ Work closely with the Service Desk Team to support CAP users.

+ Lead the Desktop Support staff: In the absence of the Senior Manager and the IS Desktop Support Manager, take charge and direct the activities of the Desktop Support team, ensuring continuity of service and support.

+ Perform additional duties: Execute tasks and responsibilities as assigned by the Senior Manager and the IS Desktop Support Manager, contributing to the overall success of the support services.

+ Act as a SME to support projects and issue resolution.

+ Lead vulnerably management for desktop support practices.

The Senior Desktop Support Analyst has contact with:

+ Staff members of other departments

+ IS cross-functional teams

+ Vendors for problem resolution

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 & Tablets

+ Microsoft Windows Platforms

+ M365 suite

+ Entra ID

+ AWS

+ AZURE

+ SCCM, KACE, Patch My PC, Intune

+ Remote access clients

+ MS PowerShell

+ LAN, Wireless

+ Active Directory, Group policy

Education/Experience

Education:

+ Bachelor’s degree or equivalent experience in similar role

Experience:

+ Minimum six years of experience with training on computer technology, desktop support, and telecommunications

+ Application management and support

Related certifications:

+ Any certifications relevant to the role is 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