Primarily responsible for directly addressing desktop service and support issues impacting end-users. Works closely with other IT&S 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 desktop 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 desktop computing components.
Essential Duties:
- 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 Remedy or other service management tool.
- Analyzes and develops processes to improve end-user productivity in desktop 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.
Primarily responsible for directly addressing desktop service and support issues impacting end-users. Works closely with other IT&S 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 desktop 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 desktop computing components.
Essential Duties:
- 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 Remedy or other service management tool.
- Analyzes and develops processes to improve end-user productivity in desktop 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.
Experience & Knowledge:
- Minimum 3 years experience with PC software applications, MS Operating Systems, and Windows XP required.
- Experience in a Healthcare provider environment helpful.
- Must be detail-oriented and organized, with good analytical and problem solving ability.
- Notable client service, communication, presentation and relationship building skills required.
- Ability to function independently and as a team player in a fast-paced environment required.
- Must have strong written and verbal communication skills.
- Ability to effectively document processes required.
- Valid Driver’s License and reliable transportation required.
Special Skills & Equipment Knowledge:
- Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e., printers, copy machine, FAX machine, etc.) required.
Education:
Required: High School Diploma or GED.
Preferred: Associated Degree or B.S. with an interest in Information Technology.
Credentials, Licensure or Certification (i.e. RN, RRT):
Microsoft, Cisco, CompTIA other industry certification preferred.