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.

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 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.

Education

High School Diploma or equivalent

preference for program with IT concentration

Required Experience & Knowledge

• 3 years experience supporting PC hardware, applications and current MS Operating Systems.

• Demonstrates proficient technical aptitude/awareness of how current technologies function.

• Must be detail-oriented and organized, with good analytical and problem solving ability.

• Proficient function, both independently and as a team player in a fast-paced environment required.

• Must have proficient written and verbal communication skills.

• Must have a proficient customer service skills.

• Proficient in the creation of process documentation.

• Must have a valid Driver’s License and reliable transportation.

• Must have a cell phone.

• Must have the ability to take part in a 24/7 on-call rotation.

Preferred Experience & Knowledge

• Experience in a fast paced technology dependent environment preferred.

• Experience in a Healthcare provider environment helpful.

• Notable client service, communication, presentation and relationship building skills.

Special Skills & Equipment Knowledge

• Demonstrated ability to use PCs, Mobile Devices, Microsoft Products, and general office equipment (i.e., printers, copy machine, FAX machine, etc.) required.

• Preferred Credentials, Licensure or Certification (i.e. A+, Google IT Support Certificate):

• Microsoft, Cisco, CompTIA, Google or other industry certification preferred.