Desktop Support Administrator III

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.

What You Will Do

• 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.

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.