Desktop Support Administrator

Nebraska Methodist Hospital•Omaha, NE

8d•Onsite

About The Position

The Desktop Support Admin is a hands-on member of the End User Computing Team responsible for the installation and ongoing support of Methodist Health Systems’ PC desktop, laptop, Mac, mobile device, telephone, audio-visual, and applications support for end users in the Desktop Computing environment for the organization. The role includes installing, diagnosing, repairing, maintaining, and upgrading all end user hardware and equipment to ensure optimal performance. This is an internal customer-facing role, and requires good technical abilities, good prioritization, responsiveness, and good customer service; along with good verbal and written communication skills. This position can carry out minor tasks and projects under the supervision of a supervisor and/or senior member of the team. This position shall take regular on-call responsibilities. This position may take regular on-call responsibilities. Other duties as assigned.

Requirements

High School Diploma, General Education Development (GED), or equivalent required.
Minimum of 1-3 years of experience in a network environment supporting one or more of the following areas including desktops, laptops, printers, mobile devices, Mac’s, AV equipment, telephones, and other IT peripherals required.
Minimum of 1-3 years of experience in a network environment supporting Microsoft Windows and the Microsoft Office Suite, web browsers, PDF editing software, and other office productivity software applications required.
Knowledge of IT Networking concepts and practices (TCP/IP); Active Directory, Ethernet and Wireless Connectivity, Endpoint Protection, Encryption...
Experience with desktop computing hardware and software.
Experience with Windows and Mac operating systems.
Experience with Office Suite applications (MS Office, PDF editing software, Browsers).
Ability to diagnose and resolve IT issues with minimal supervision and assist junior members with any IT related issues as needed.
Good interpersonal skills.
Good organizational, presentation, and customer service skills
Good written and verbal communication skills.
Capable of multi-tasking.
Ability to work independently and as part of a team.
Ability to transport PC equipment in sufficient transportation.

Nice To Haves

Associate’s Degree in Computer Science or related field of study preferred.
Equivalent work experience will be considered.
A+ or Microsoft Certifications is highly preferred.

Responsibilities

Computer and telephony services - PC desktop, laptop, mobile device, audio-visual, phones and application support including Microsoft and Mac Operating Systems and Software and other applications used in the health system.
Under supervision of the supervisor or other senior Desktop Team member, assesses requests to determine customer needs by applying knowledge of computer technology applications, utilizing available resources and making recommendations based on established standards and guidelines.
Under supervision of the supervisor or other senior Desktop Team member, installs and supports hardware so that clients can perform their duties in a timely, efficient manner - as defined by client requests and following written instructions.
Under supervision of the supervisor or other senior Desktop Team member, installs and supports software so that clients can perform their duties in a timely, efficient manner - as defined by client requests and following written instructions.
Under supervision of the supervisor or other senior Desktop Team member, diagnoses and solves technology related incidents in order that the client can effectively and efficiently use his/her PC by troubleshooting and correcting the problem(s).
Under supervision of the supervisor or other senior Desktop Team member, provides end user support for printers, Multifunction Peripheral Devices (MFD’s), phones, faxes, modems, and client software.
Under supervision, connects devices to ports on network switches in network closets, and maintains the upkeep of Health System network closets and stand-alone racks.
Under supervision of the supervisor or other senior Desktop Team member, completes adds, moves, and changes to workstation configurations.
May collaborate with team members on other IT related projects, incidents, problems, and tasks
Provides twenty-four hour on-call support, on a rotating basis, to ensure around-the-clock support for personal computer hardware and software installations by being reachable by phone and responding to calls within one hour.
Staff Assistance - Provide assistance to assigned co-workers ensuring adherence to departmental standards, policies, and procedures.
Under guidance of the supervisor or other senior Desktop Team member, provides support by answering questions ensuring functions are efficiently performed in a quality-oriented manner.
Under guidance of the supervisor or other senior Desktop Team member, assists with software troubleshooting.
Under supervision of the supervisor or other senior Desktop Team member, provides support by repairing computer hardware.
Provides departmental support in problem resolution, ensuring issues are resolved in an accurate, timely, and professional manner.
Keeps up-to-date on current workflow and department procedures in order to answer questions, and address incidents and tasks, provides updated status reports.
Assist staff in striving to ensure a high level of quality, responsive service is provided.
Project Coordination - Participate in activities associated with completing assigned projects or project task(s).
Under supervision, carries out projects to completion in order to meet negotiated timeframes by maintaining required documentation of project plans, analyzing progress and adjusting timeframes as necessary.
Under supervision works assigned tasks to ensure all deadlines are met as scheduled.
Provide Management with status updates on assigned projects.
Update project plans as necessary.
Problem Resolution - Proactively participates in resolution of problems related to area of responsibility.
Respond with a sense of urgency to problems escalated to employee's level.
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.
Place the highest priority on providing quality end user service by ensuring the unique needs of end users are met.
Ensure quality resolution and thorough and accurate documentation of end user issues
Participate in creating, administering, and continuously updating procedures for resolution of all related issues.
Provides twenty-four hour on-call support, on a rotating basis to ensure around-the-clock support for personal computer hardware and software installations by being reachable via phone and responding to calls within one hour.
Vendor and Customer Relations Develops and maintains appropriate business relationships to ensure a positive representation of the Information Technology (IT) division by exhibiting behaviors which are congruent with the HS core values and providing service which meets or exceeds customer needs.
Interacts with customers and vendors in a professional and courteous manner.
Recognizes and practices a selfless approach to customer service towards our own team, the division, and our customers.
Displays exemplary customer service skills in difficult situations.
Keeps stakeholders informed on status of all activities on a frequent, regular and timely basis.
Teamwork and Documentation Collaborate with team members to meet goals or complete tasks
Escalate work flow and communication issues to supervisor
Treats all internal/external customers and team members with dignity/respect
Does not exhibit territorialism toward responsibilities. Shares responsibilities and knowledge with any/all team members, and learns from them in return.
Displays enthusiasm for being involved in team efforts and builds trust within the team.
Participates in team meetings.
Accepts and fosters the idea of ONE TEAM across the IT Division.
Provides adequate notification to manager and peers for scheduling out-of-office events to assure proper coverage is in place.
Growth, Initiative, Research & Development Gains and maintains knowledge of hardware and software to ensure competence by reading appropriate publications, attending vendor informational meetings and attending courses and seminars as directed.
Stays up on IT trends, techniques, and developments with regards to Desktop Support.
Actively engages in identifying training opportunities and works with Manager to coordinate.
Promotes and supports initiative within the team.
Will consistently look for and take initiative toward increasing the quality of the work done by the team.
Focuses on “can” rather than “cannot”.
Accepts risk of failure and redoing as part of innovative approach.
Seeks out opportunities and is able to manage an increased workload.