What are the responsibilities and job description for the Desktop Support Administrator III position at University Hospitals?
Description
A Brief Overview
Primarily responsible for directly addressing endpoint service and support issues impacting end-users. Works closely with other IT functions to ensure issues are resolved in a timely and successful manner to maintain an effective and efficient end-user computing environment. Configures and installs endpoint computing technology to support moves, adds, and changes ensuring minimal disruption in service. Provides hands-on assistance with the installation, troubleshooting, and diagnostic support for all endpoint computing components.
- Resolves problems communicated via Help Desk Trouble Tickets; troubleshoots and provides support to all end-users as needed.
- Resolves moderately complex to complex issues occurring with UH - approved PC software and hardware; includes all areas of user support including PCs / laptops / tablets, and printers.
- Installs, implements and supports office automation software for the Windows environment. This includes, Windows operating systems, all Microsoft applications in addition to UH approved third party software.
- Develops and maintains technical and procedural documentation to be used by the Field Operations staff regarding PC software and hardware installation procedures.
- Maintains problem tracking information in ticketing system or other service management tool.
- Analyzes and develops processes to improve end-user productivity in endpoint computing.
- Executes tasks on a project plan as required such as tests, implements, trains, and documents.
- Performs on-call service rotation; provides 24 x 7 production support on a rotating basis. Performs occasional night/weekend work as assigned.
- Performs other duties as assigned.
- Complies with all policies and standards.
- For specific duties and responsibilities, refer to documentation provided by the department during orientation.
- Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.
Qualifications
Education
- High School Equivalent / GED (Required) and
- for program with IT concentration (Preferred)
- 5 years experience supporting PC hardware, applications and current MS Operating Systems. (Required) and
- Experience in a fast paced technology dependent environment. (Preferred) and
- Experience in a Healthcare provider environment helpful. (Required)
- Demonstrates excellent technical aptitude/awareness of how current technologies function. (Required proficiency)
- Detail-oriented and organized, with good analytical and problem solving ability. (Required proficiency)
- Excellent function, both independently and as a team player in a fast-paced environment. (Required proficiency)
- Must have excellent written and verbal communication skills. (Required proficiency)
- Excellent understanding of fleet management tools (e.g. HPDM, MDM, SCCM, UH Clean-Up). (Required proficiency)
- Capable of presenting technical ideas to IT and Non-IT leadership. (Required proficiency)
- Must have excellent customer service skills. (Required proficiency)
- Excellent in the creation of process documentation. (Required proficiency)
- Must have a valid Driver’s License and reliable transportation. (Required proficiency)
- Must have a cell phone. (Required proficiency)
- Must have the ability to take part in a 24/7 on-call rotation. (Required proficiency)
- Notable client service, communication, presentation and relationship building skills. (Required proficiency)
- Demonstrated ability to use PCs, Mobile Devices, Microsoft Products, and general office equipment (i.e., printers, copy machine, FAX machine, etc.). (Required proficiency)
- Microsoft, Cisco, CompTIA, Google or other industry certification (Preferred)
- Standing Constantly
- Walking Constantly
- Sitting Rarely
- Lifting Frequently 50 lbs
- Carrying Frequently 50 lbs
- Pushing Frequently 50 lbs
- Pulling Frequently 50 lbs
- Climbing Occasionally 50 lbs
- Balancing Occasionally
- Stooping Frequently
- Kneeling Frequently
- Crouching Frequently
- Crawling Occasionally
- Reaching Occasionally
- Handling Constantly
- Grasping Constantly
- Feeling Constantly
- Talking Constantly
- Hearing Constantly
- Repetitive Motions Frequently
- Eye/Hand/Foot Coordination Frequently
- 10%
