What are the responsibilities and job description for the Desktop Support Administrator position at University Hospitals?
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. Performs configuration and installation of 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.
What You Will Do
Resolves problems identified via Help Desk Trouble Tickets; troubleshoots and provides support to all end users as needed.
Supports all 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 Remedy 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.
Participates in on-call service rotation; provides 24 x 7 production support on a rotating basis. Performs occasional night / weekend work as assigned.
Additional Responsibilities
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)
Associate's Degree with IT concentration (Preferred)
Work Experience
1 years experience with PC hardware, software applications and current MS Operating Systems. (Required)
Experience in a fast paced technology dependent environment. (Preferred)
Experience in a Healthcare provider environment. (Preferred)
Knowledge, Skills, & Abilities
Demonstrates technical aptitude / awareness of how current technologies function. (Required proficiency)
Detail-oriented and organized, with good analytical and problem solving ability. (Required proficiency)
Must have ability to function independently and as a team player in a fast-paced environment. (Required proficiency)
Must have written and verbal communication skills. (Required proficiency)
Must have customer service skills. (Required proficiency)
Ability to create process documentation. (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)
Credentials, Licensure or Certification (i.e. A , Google IT Support Certificate) : Microsoft, Cisco, CompTIA, Google or other industry certification. (Preferred proficiency)
Licenses and Certifications
Driver's License (Valid) and reliable transportation. (Required)
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