Full Job Description
The Desktop Administrator represents the Information Services and Technology department providing superior customer support and technical assistance to all ERMC employees and associates. This position holds primary responsibility for all desktop related hardware and software including Windows OS and administration of Microsoft Office 365. Responsible for new employee and associate orientation and continuing education for all desktop related software.
Provide exceptional Information Services and Technology customer service and support, exceeding all service level agreements. Holds primary responsibility for the management of all support calls, as well as administration and development of the customer support software. Exceptional verbal and written skills required.
Serves as the primary point of contact for all ERMC departments, employees and associates. Documents and monitors all Information Service Incidents/Requests and changes as appropriate. Dispatch requests as appropriate.
Responsible for Microsoft Office 365 administration, including but not limited to license management, Outlook, Word, Excel, and Power Point, as well as Teams and Share Point.
Acts as the liaison between all software vendors and ERMC employees and associates. Responsible for the testing and implementation of system upgrades; problem research and resolution Communicates related issues and resolutions to ERMC associates and follow-up as appropriate.
Install, configure, test, deploy, and troubleshooting of all end-user related desktop and peripheral hardware including but not limited to all workstations/laptops/tablets, monitors, printers, copiers, and scanning devices, as well as all desktop operating systems, application software, and utilities.
Manage and maintain consistency across all end-user devices. Document all processes and procedures. Update and maintain accurate asset inventories.
Management of Active Directory including computers, groups, users, and security. Responsible for all automated secured file transfers and desktop fax operations. Provide support as necessary for facility access, cameras, phone and voicemail.
Maintain knowledge of current Desktop Operating Systems as well as Application Software. Provide assistance to all users regarding medical center licensed software programs. Responsible for ERMC employee and associate orientation and continuing education.
Create documentation of all Information Services department procedures. Maintain a list of approved projects/tasks and related priorities. Maximize productivity during normal working hours.
Provide support as necessary for the primary health care information systems and related applications. Assists in performing testing and implementation of systems upgrades and maintenance, as well as maintaining application and related dictionaries in both the Test and Live environments.
Provides backup support for Informatics and Network Administrator. May be requested to provide phone and/or call-in support off hours, weekends, or holidays as necessary. Perform other duties as assigned by the CIO/Information Services Director.
Minimum of 2 years health care related information systems experience; bachelor’s degree and/or related certifications preferred. Demonstrate knowledge of Microsoft desktop operating systems.