Desktop Support Administrator (Cleveland Medical Center)

University Hospitals•Cleveland, OH

20h

About The Position

The Desktop Support Administrator directly addresses endpoint service and support issues affecting end users and works with other IT functions to resolve issues promptly and maintain an effective, efficient end-user computing environment. The role configures and installs endpoint computing technology for moves, adds, and changes while minimizing service disruption, and provides hands-on installation, troubleshooting, and diagnostic support for endpoint components. The position supports UH-approved PC hardware and software, including PCs, laptops, tablets, printers, Windows operating systems, Microsoft applications, and approved third-party software. It maintains service-management records and technical documentation, helps improve end-user productivity, and completes assigned project-plan tasks such as testing, implementation, training, and documentation. The administrator participates in a rotating 24/7 on-call service rotation using a personal cell phone and may perform occasional night or weekend work. The role must comply with organizational policies and requirements for protecting patient health information.

Requirements

High school equivalent or GED.
Detail-oriented and organized, with analytical and problem-solving ability.
Ability to work independently and as a team member in a fast-paced environment.
Written and verbal communication skills.
Ability to create process documentation.
Ability to participate in a 24/7 on-call rotation.
Customer service, client service, communication, presentation, and relationship-building skills.
Demonstrated ability to use PCs, mobile devices, Microsoft products, and general office equipment.
Valid driver's license and reliable transportation.

Nice To Haves

Associate's degree with an IT concentration.
At least 1 year of experience with PC hardware, software applications, and current Microsoft operating systems.
Experience in a fast-paced, technology-dependent environment.
Experience in a healthcare provider environment.
Microsoft, Cisco, CompTIA, Google, or other industry certification, such as A+ or Google IT Support Certificate.

Responsibilities

Resolve problems identified through Help Desk trouble tickets and troubleshoot and support end users.
Support UH-approved PC software and hardware, including PCs, laptops, tablets, and printers.
Install, implement, and support Windows office-automation software, including Windows operating systems, Microsoft applications, and UH-approved third-party software.
Develop and maintain technical and procedural documentation for Field Operations staff on PC software and hardware installation procedures.
Maintain problem-tracking information in Remedy or another service-management tool.
Analyze and develop processes to improve end-user productivity in endpoint computing.
Execute assigned project-plan tasks, including testing, implementation, training, and documentation.
Participate in a rotating 24/7 on-call service rotation and provide production support; perform occasional night or weekend work as assigned.
Perform other duties as assigned and comply with policies and standards.
Safely and securely maintain protected health information in accordance with annual training, the UH Code of Conduct, and organizational policies and procedures.