Service Desk Support Administrator

University Hospitals; Cleveland (OH); On-site; USD 45,000 - 60,000; Full time

Job summary

University Hospitals is seeking a Service Desk Support Administrator to be the frontline IT contact for a 24/7/365 service desk. You will document and track incidents, provide guidance for software/hardware issues, and collaborate with Level 2/3 teams to ensure timely resolutions.

The role emphasizes patient data protection and adherence to PHI policies. Required is a High School diploma with preference for an Associate’s IT degree and 1+ years of incident handling in a healthcare or call center

Qualifications

• Must have strong problem-solving abilities and attention to detail.
• Excellent customer service and communication skills required.
• Ability to document processes and incidents clearly.
• Familiarity with calling scripts and knowledge bases is a plus.
• Experience with incident management tools and SLAs appreciated.

Responsibilities

• Answer service desk phones and emails to assist users.
• Create and route tickets in the incident system.
• Troubleshoot software/hardware issues per guidance and KB.
• Prioritize incidents to meet SLAs and escalate when needed.
• Collaborate with Level 2/3 support teams for timely resolutions.
• Maintain accurate incident records and follow-up with users.

Skills

Detail-oriented

Analytical problem solving

Customer service

Communication

Documentation

MS Office

ITIL familiarity

Education

High School Diploma or GED

Associate’s Degree in Information Technology

Tools

MySoft

ServiceNow

Job description

Job Description - Service Desk Support Administrator (260007KB)

Service Desk Support Administrator - ( 260007KB )

A Brief Overview

Serves as front line contact point for Information Technologies (IT) customers as part of the 24/7/365 IT Service Desk. Provides support to end users on a variety of inquiries and incidents. Identifies, researches, and resolves or routes software and hardware incidents. Responds to telephone calls, email and personnel requests for technical support. Using a service management tool, documents, tracks and monitors incidents to ensure a timely resolution.

What You Will Do

• Answers service desk telephones and/or emails and responds to user inquiries.
• Creates, routes and maintains incident records (“tickets”) within a Call Management system; such as MySoft, ServiceNow or other service management tool.
• Assists the user in resolving incidents by providing guidance regarding software and hardware problems by following call scripts and utilizing Knowledge Base resources.
• Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved.
• Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.
• Effectively uses software tools for remote troubleshooting.
• Work collaboratively with the Sev Runner/Administrator II to properly triage Emergency and High incidents.
• Works collaboratively with 2nd/3rd level support teams to ensure that users receive timely service.
• Follows up with users to ensure that incidents are resolved within the contracted or agreed upon time frame.
• Assists with defining and documenting Service Desk support procedures as required.
• Participate in Service Desk Review Step management rotation.
• Participate in optional training offerings and suggest additional training offerings for the team’s benefit.

Additional Responsibilities

• Work shifts assigned by Service Desk leadership as required by business needs.
• Meets established productivity and time-management standards.
• 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 an interest in Information Technology (Preferred)

Work Experience

• 1+ years of incident handling experience with PC software applications, MS Operating Systems including Windows (Preferred) and
• Experience in a Healthcare provider environment or call center. (Preferred)

Knowledge, Skills, & Abilities

• Detail-oriented and organized, with good analytical and problem solving ability. (Required proficiency)
• Notable client service, communication and relationship building skills. (Required proficiency)
• Ability to function independently and as a team player in a fast-paced environment. (Required proficiency)
• Strong written and verbal communication skills. (Required proficiency)
• Ability to effectively document processes. (Required proficiency)
• Proficiency with Microsoft Office Suite. (Required proficiency)
• Familiarity with ITIL framework. (Preferred proficiency)

Licenses and Certifications

• Help Desk Institute Support Center Analyst certification (Preferred)
• A+ Certification (Preferred)
• MS Enterprise Desktop Support Technician certifications (Preferred)
• Microsoft application certifications (Preferred)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely up to 20 lbs
• Carrying Rarely up to 20 lbs
• Pushing Rarely up to 20 lbs
• Pulling Rarely up to 20 lbs
• Climbing Rarely up to 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%