Desktop Support Administrator (Cleveland Medical Center)

University Hospitals; Cleveland (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

University Hospitals in Cleveland is seeking a Desktop Support Administrator to provide direct end‑user endpoint support, install and troubleshoot Windows PCs, laptops, tablets, and printers, and work closely with the IT teams to keep the computing environment stable.

Responsibilities include resolving Help Desk tickets, maintaining Remedy records, documenting procedures, and participating in a 24/7 on‑call rotation.

Qualifications

• High school diploma or GED required; associate degree in IT preferred.
• 1+ year experience with PC hardware/software and MS operating systems.
• Healthcare environment experience preferred.
• Detail-oriented, team player with strong communication skills.

Responsibilities

• Resolves problems identified via Help Desk tickets and provides end‑user support.
• Supports UH approved PC software/hardware; covers PCs, laptops, tablets, and printers.
• Installs and supports Windows OS and Microsoft applications.
• Develops and maintains technical documentation for PC software/hardware installation procedures.
• Maintains problem tracking in Remedy or similar tool.
• Analyzes and improves end‑user productivity in endpoint computing.
• Executes project tasks: tests, implementations, trainings, and documentation.
• Participates in 24/7 on‑call rotation; occasional night/weekend work.

Skills

PC hardware

Windows OS

MS Office

Troubleshooting

Customer service

Documentation

Education

High School Diploma

Associate degree in IT

Tools

Remedy

Job description

Job Description - Desktop Support Administrator (Cleveland Medical Center) (260009Q9)

Desktop Support Administrator (Cleveland Medical Center) - ( 260009Q9 )

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 using own personal cell phone; 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.

Education

• High School Equivalent / GED (Required) and
• Associate's Degree with IT concentration (Preferred)

Work Experience

• 1+ years experience with PC hardware, software applications and current MS Operating Systems. (Preferred)
• Experience in a fast paced technology dependent environment. (Preferred)
• Experience in a Healthcare provider environment. (Preferred)

Knowledge, Skills, & Abilities

• 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)
• Ability to create process documentation. (Required proficiency)
• Must have the ability to take part in a 24/7 on-call rotation. (Required proficiency)
• Notable customer service, client service, communication, presentation and relationship building skills. (Required proficiency)
• Demonstrated ability to use various hardware & software: PCs, Mobile Devices, Microsoft Products, and general office equipment. (Required proficiency)

Licenses and Certifications

• Driver's License (Valid) and reliable transportation. (Required)
• Credentials, Licensure or Certification (i.e. A+, Google IT Support Certificate): Microsoft, Cisco, CompTIA, Google or other industry certification. (Preferred)

Physical Demands

• Standing Constantly
• Walking Constantly
• Sitting Rarely
• Lifting Frequently up to 50 lbs
• Carrying Frequently up to 50 lbs
• Pushing Frequently up to 50 lbs
• Pulling Frequently up to 50 lbs
• Climbing Occasionally up to 50 lbs
• Balancing Occasionally
• Stooping Frequently
• Kneeling Frequently
• Crouching Frequently
• Crawling Occasionally
• Reaching Occasionally
• Handling Constantly
• Grasping Constantly
• Feeling Constantly
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%