Desktop Support AdministratorNebraska Methodist Health System • Omaha, Nebraska, United States
Desktop Support Administrator
Nebraska Methodist Health System
- Omaha, Nebraska, United States
- Omaha, Nebraska, United States
About
The Desktop Support Admin is a hands‑on member of the End User Computing Team responsible for the installation and ongoing support of Methodist Health Systems’ PC desktop, laptop, Mac, mobile device, telephone, audio‑visual, and application support for end users in the Desktop Computing environment for the organization. The role includes installing, diagnosing, repairing, maintaining, and upgrading all end‑user hardware and equipment to ensure optimal performance. This is an internal customer‑facing role, and requires technical skills, prioritization, responsiveness, and customer service; along with verbal and written communication skills. The position can carry out minor tasks and projects under the supervision of a supervisor and/or senior member of the team and shall take regular on‑call responsibilities. Other duties as assigned.
Responsibilities Essential Job Functions
Under supervision, assesses requests to determine customer needs, applying knowledge of computer technology, utilizing resources, and making recommendations based on established standards.
Under supervision, installs and supports hardware so that clients can perform duties efficiently and timely per client requests.
Under supervision, installs and supports software so that clients can perform duties efficiently and timely per client requests.
Diagnoses and solves technology‑related incidents so the client can use his or her PC effectively, troubleshooting and correcting problems.
Provides end‑user support for printers, multifunction devices, phones, faxes, modems, and client software.
Connects devices to network switches in network closets and maintains the upkeep of network closets and standby racks.
Completes adds, moves, and changes to workstation configurations.
Collaborates with team members on IT projects, incidents, problems, and tasks.
Provides twenty‑four‑hour on‑call support on a rotating basis, reachable by phone and responding to calls within one hour.
Staff Assistance
Under guidance, answers questions to ensure functions are performed efficiently and with quality orientation.
Assists with software troubleshooting.
Repairs computer hardware under supervision.
Provides departmental support in problem resolution, ensuring accurate, timely, professional resolution.
Keeps up‑to‑date on workflow and department procedures to answer questions and document status reports.
Assists staff in ensuring high‑level quality and responsive service.
Project Coordination
Carries out projects to completion, maintaining documentation, analyzing progress, and adjusting timelines.
Works assigned tasks to meet all deadlines.
Provides management with status updates on assigned projects.
Updates project plans as needed.
Problem Resolution
Responds urgently to escalated problems.
Escalates to supervisor any issues outside the employee’s control that could impact services.
Ensures quality end‑user service by meeting user needs.
Documents resolution thoroughly and accurately.
Creates, administers, and continuously updates procedures for issue resolution.
Provides twenty‑four‑hour on‑call support on a rotating basis, reachable by phone and responding within one hour.
Vendor and Customer Relations
Develops and maintains business relationships that positively represent IT, exhibiting behaviors consistent with core values and meeting customer needs.
Interacts with customers and vendors professionally and courteously.
Practices a selfless approach to customer service toward team, division, and customers.
Displays exemplary customer service skills in difficult situations.
Informs stakeholders on status of all activities regularly and timely.
Teamwork and Documentation
Collaborates with team members to meet goals or complete tasks.
Escalates workflow and communication issues to supervisor.
Treats all customers and team members with dignity and respect.
Does not exhibit territorialism toward responsibilities.
Shares responsibilities and knowledge with all team members and learns from them.
Displays enthusiasm for teamwork, building trust.
Participates in team meetings.
Fosters the idea of ONE TEAM across the IT Division.
Notifies manager and peers of out‑of‑office events to ensure coverage.
Growth, Initiative, Research & Development
Maintains knowledge of hardware and software by reading publications, attending vendor meetings, and training courses.
Stays up‑to‑date on IT trends, techniques, and developments in Desktop Support.
Engages in training opportunities and coordinates with manager.
Promotes and supports initiative within the team.
Looks for and takes initiative toward increasing team quality.
Focuses on “can” rather than “cannot.”
Accepts risk of failure and redoing as part of an innovative approach.
Seeks opportunities and manages increased workload.
Job Requirements Education
High School Diploma, General Education Development (GED), or equivalent required.
Associate’s 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 desktops, laptops, printers, mobile devices, Macs, AV equipment, telephones, and other IT peripherals.
Minimum of 1–3 years of experience supporting Microsoft Windows, Microsoft Office Suite, web browsers, PDF editing software, and other office productivity applications.
License/Certifications
A+ or Microsoft Certifications 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, Browsers).
Ability to diagnose and resolve IT issues with minimal supervision and assist junior members.
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 as required.
Physical Requirements Weight Demands
Medium Light Work – Exerting up to 35 pounds of force.
Physical Activity
Not necessary (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 airborne and bloodborne viruses)
Physical hazards (noise, temperature, lighting, wet floors, outdoors, sharps)
Explosives (pressurized gas)
Electrical Shock/Static
Radiation Alpha, Beta, Gamma (particles such as X‑ray, Cat Scan, Gamma Knife, etc.)
Radiation Non‑Ionizing (Ultraviolet, visible light, infrared and microwaves that cause injuries or thermal/photochemical effects)
Mechanical moving parts/vibrations
Rare (1–33%):
Equipment/Machinery/Tools
Nebraska Methodist Health System is an 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.
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Languages
- English
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