Desktop Support Administrator

Why work for Nebraska Methodist Health System
At Nebraska Methodist Health System we focus on providing exceptional care to the communities we serve and people we employ. We call it The Meaning of Care a culture that has and will continue to set us apart. Its helping families grow by making each delivery special conveying a difficult diagnosis with a compassionate touch going above and beyond for a patients needs or giving a high five when a patient beats a disease or conquers a personal health challenge. We offer competitive pay excellent benefits and a great work environment where all employees are valued! Most importantly our employees are part of a team that makes a real difference in the communities we live and work in.

Job Summary:

Responsibilities:

Essential Job Functions

Computer and telephony services - PC desktop laptop mobile device audio-visual phones and application support including Microsoft and Mac Operating Systems and Software and other applications used in the health system.

• Under supervision of the supervisor or other senior Desktop Team member assesses requests to determine customer needs by applying knowledge of computer technology applications utilizing available resources and making recommendations based on established standards and guidelines.
• Under supervision of the supervisor or other senior Desktop Team member installs and supports hardware so that clients can perform their duties in a timely efficient manner - as defined by client requests and following written instructions.
• Under supervision of the supervisor or other senior Desktop Team member installs and supports software so that clients can perform their duties in a timely efficient manner - as defined by client requests and following written instructions.
• Under supervision of the supervisor or other senior Desktop Team member diagnoses and solves technology related incidents in order that the client can effectively and efficiently use his/her PC by troubleshooting and correcting the problem(s).
• Under supervision of the supervisor or other senior Desktop Team member provides end user support for printers Multifunction Peripheral Devices (MFDs) phones faxes modems and client software.
• Under supervision connects devices to ports on network switches in network closets and maintains the upkeep of Health System network closets and stand-alone racks.
• Under supervision of the supervisor or other senior Desktop Team member completes adds moves and changes to workstation configurations.
• May collaborate with team members on other IT related projects incidents problems and tasks
• Provides twenty-four hour on-call support on a rotating basis to ensure around-the-clock support for personal computer hardware and software installations by being reachable by phone and responding to calls within one hour.

Staff Assistance - Provide assistance to assigned co-workers ensuring adherence to departmental standards policies and procedures.

• Under guidance of the supervisor or other senior Desktop Team member provides support by answering questions ensuring functions are efficiently performed in a quality-oriented manner.
• Under guidance of the supervisor or other senior Desktop Team member assists with software troubleshooting.
• Under supervision of the supervisor or other senior Desktop Team member provides support by repairing computer hardware.
• Provides departmental support in problem resolution ensuring issues are resolved in an accurate timely and professional manner.
• Keeps up-to-date on current workflow and department procedures in order to answer questions and address incidents and tasks provides updated status reports.
• Assist staff in striving to ensure a high level of quality responsive service is provided.

Project Coordination - Participate in activities associated with completing assigned projects or project task(s).

• Under supervision carries out projects to completion in order to meet negotiated timeframes by maintaining required documentation of project plans analyzing progress and adjusting timeframes as necessary.
• Under supervision works assigned tasks to ensure all deadlines are met as scheduled.
• Provide Management with status updates on assigned projects.
• Update project plans as necessary.

Problem Resolution - Proactively participates in resolution of problems related to area of responsibility.

• Respond with a sense of urgency to problems escalated to employees level.
• Escalate to supervisor any situation outside the employees control that could adversely impact the services being provided.
• Place the highest priority on providing quality end user service by ensuring the unique needs of end users are met.
• Ensure quality resolution and thorough and accurate documentation of end user issues
• Participate in creating administering and continuously updating procedures for resolution of all related issues.
• Provides twenty-four hour on-call support on a rotating basis to ensure around-the-clock support for personal computer hardware and software installations by being reachable via phone and responding to calls within one hour.

Vendor and Customer Relations

• Develops and maintains appropriate business relationships to ensure a positive representation of the Information Technology (IT) division by exhibiting behaviors which are congruent with the HS core values and providing service which meets or exceeds customer needs.
• Interacts with customers and vendors in a professional and courteous manner.
• Recognizes and practices a selfless approach to customer service towards our own team the division and our customers.
• Displays exemplary customer service skills in difficult situations.
• Keeps stakeholders informed on status of all activities on a frequent regular and timely basis.

Teamwork and Documentation

• Collaborate with team members to meet goals or complete tasks
• Escalate work flow and communication issues to supervisor
• Treats all internal/external customers and team members with dignity/respect
• Does not exhibit territorialism toward responsibilities.
• Shares responsibilities and knowledge with any/all team members and learns from them in return.
• Displays enthusiasm for being involved in team efforts and builds trust within the team.
• Participates in team meetings.
• Accepts and fosters the idea of ONE TEAM across the IT Division.
• Provides adequate notification to manager and peers for scheduling out-of-office events to assure proper coverage is in place.

Growth Initiative Research & Development

• Gains and maintains knowledge of hardware and software to ensure competence by reading appropriate publications attending vendor informational meetings and attending courses and seminars as directed.
• Stays up on IT trends techniques and developments with regards to Desktop Support.
• Actively engages in identifying training opportunities and works with Manager to coordinate.
• Promotes and supports initiative within the team.
• Will consistently look for and take initiative toward increasing the quality of the work done by the team.
• Focuses on can rather than cannot.
• Accepts risk of failure and redoing as part of innovative approach.
• Seeks out opportunities and is able to manage an increased workload.

Schedule:

Mon - Fri flexible shifts between 7:00am and 6:00pm; training will be Mon - Fri 8:00am to 4:30pm for several months

Job Description:

Job Requirements

Education

• High School Diploma General Education Development (GED) or equivalent required.
• Associates Degree in Computer Science or related field of study preferred.
  • Equivalent work experience will be considered.

Experience

• Minimum of 1-3 years of experience in a network environment supporting one or more of the following areas including desktops laptops printers mobile devices Macs AV equipment telephones and other IT peripherals required.
• Minimum of 1-3 years of experience in a network environment supporting Microsoft Windows and the Microsoft Office Suite web browsers PDF editing software and other office productivity software applications required.

License/Certifications

• A or Microsoft Certifications is highly preferred.

Skills/Knowledge/Abilities

• Knowledge of IT Networking concepts and practices (TCP/IP); Active Directory Ethernet and Wireless Connectivity Endpoint Protection Encryption...
• Experience with desktop computing hardware and software.
• Experience with Windows and Mac operating systems.
• Experience with Office Suite applications (MS Office PDF editing software Browsers).
• Ability to diagnose and resolve IT issues with minimal supervision and assist junior members with any IT related issues as needed.
• Good interpersonal skills.
• Good organizational presentation and customer service skills
• Good written and verbal communication skills.
• Capable of multi-tasking.
• Ability to work independently and as part of a team.
• Ability to transport PC equipment in sufficient transportation.

Physical Requirements

Weight Demands

• Medium Light Work - Exerting up to 35 pounds of force.

Physical Activity

• Not necessary for the position (0%):
  • Climbing
  • Crawling
  • Kneeling
• Occasionally Performed (1%-33%):
  • Balancing
  • Carrying
  • Crouching
  • Distinguish colors
  • Lifting
  • Pulling/Pushing
  • Reaching
  • Standing
  • Stooping/bending
  • Twisting
  • Walking
• Frequently Performed (34%-66%):
  • Fingering/Touching
  • Grasping
  • Keyboarding/typing
  • Repetitive Motions
  • Sitting
  • Speaking/talking
• Constantly Performed (67%-100%):
  • Hearing
  • Seeing/Visual

Job Hazards

• Not Related:
  • Chemical agents (Toxic Corrosive Flammable Latex)
  • Biological agents (primary air born and blood born viruses) (Jobs with Patient contact) (BBF)
  • Physical hazards (noise temperature lighting wet floors outdoors sharps) (more than ordinary office environment)
  • Explosives (pressurized gas)
  • Electrical Shock/Static
  • Radiation Alpha Beta and Gamma (particles such as X-ray Cat Scan Gamma Knife etc)
  • Radiation Non-Ionizing (Ultraviolet visible light infrared and microwaves that causes injuries to tissue or thermal or photochemical means)
  • Mechanical moving parts/vibrations
• Rare (1-33%):
  • Equipment/Machinery/Tools

About Methodist:

Nebraska Methodist Health System is made up of four hospitals in Nebraska and southwest Iowa more than 30 clinic locations a nursing and allied health college and a medical supply distributorship and central laundry facility. From the day Methodist Hospital was chartered in 1891 service to our communities has been a top priority. Financial assistance health education outreach to our diverse communities and populations and other community benefit activities have always been central to our mission.

Nebraska Methodist Health System is an Affirmative Action/Equal Opportunity Employer and does not discriminate on the basis of race color religion sex age national origin disability veteran status sexual orientation gender identity or any other classification protected by Federal state or local law.