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Help Desk Administrator I Job in Cleveland, Ohio US
Monster
 
 
 
 

Job Summary

Company
University Hospitals Health System
Location
Cleveland, OH
Industries
Government and Military
Job Type
Full Time
Employee
Years of Experience
Less than 1 Year
Job Reference Code
56234451

Help Desk Administrator I

About the Job

Description

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.

Essential Duties:

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.
Meets
established productivity and time-management standards.
Work
shifts assigned by Service Desk leadership as required by business needs.

Qualifications

Experience & Knowledge:

Minimum
1 year of incident handling experience with PC software applications, MS
Operating Systems including Windows 7,
is required. Associate's Degree in IT, A+ certification or MS
Enterprise Desktop Support Technician certification will be considered
equivalent to 1 year of work experience.
Experience in a Healthcare
provider environment or call center helpful.
Must be
detail-oriented and organized, with good analytical and problem solving
ability.
Notable client
service, communication 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.
Proficiency with Microsoft Office
Suite required.
Familiarity
with ITIL framework required.

Education:

High School Diploma or equivalent
required.
Associated Degree with an interest
in Information Technology preferred.

Credentials, Licensure or Certification
(i.e. RN, RRT):

Help
Desk Institute Support Center Analyst certification highly desirable.
A+
and/or MS Enterprise
Desktop Support Technician certifications preferred.
Microsoft
application certifications preferred.

Equal Opportunity Employer – minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
 

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