Desktop Administrator presso Island Health

Job Purpose:

Under the general direction of the Information Systems Director or designee, maintain desktops, portable computers and printers in LAN and WAN environments. Work is characterized by Desktop Administrator duties in the support and maintenance of Hospital computer and peripheral devices. Position is responsible for client computer hardware and software installation, security patch updates, troubleshooting and repair of desktop and mobile computers and printer installation and maintenance. The Desktop Administrator will be the Cooperative Student Coordinator responsible for teaching and working with Information Technology students.

Duties:

• Provides on-going operational support including operating system releases, upgrades, patches and any system change activity.
• Performance monitoring, troubleshooting and tuning for all end-user systems.
• Performs advanced hardware, software, LAN and WAN troubleshooting.
• Serves as Tier 2 support to the help desk to resolve desktop system issues as reported by the end users.
• Maintains hardware and software inventory for all systems to comply with licensing.
• Identifies solutions for network security, spyware, adware and virus vulnerabilities.
• Performs Drive Imaging and maintain current images.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from end users.
• Interacts with numerous computer platforms in a multi-layered client server environment. Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Trains and orients end users on use of hardware and software.
• Recommends and/or performs upgrades on systems to ensure longevity.
• Works with procurement staff to purchase hardware and software.
• Assesses functional needs to determine specifications for purchases.
• Orders computer and printer supplies.
• Creates, manages and completes work through use of help desk ticketing system.
• Curates and generates knowledge base articles pertaining to Desktop installation and operation for both Information Systems staff as well as end users.
• Must meet regular attendance standard and must stay at or below average sick leave utilization levels.

Skills/Qualifications:

• Proficient in the Installation, Configuration and Long Term support of Microsoft Operating Systems in a Networked Environment.
• Knowledge of Microsoft Exchange as it relates to Workstations and Mobile devices.
• Knowledge of Active Directory and Group Policy functionality.
• Familiarity with Network and Server principals, protocols and best practices.
• Ability to Manage assigned Projects and Tasks.
• Experience with application deployment via scripts, group policy and/or other tools.
• Driven to improve customer satisfaction, both internally and externally.
• Ability to maintain professionalism at all times under high pressure situations.
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong analytical and problem-solving abilities.
• Strong interpersonal, written and oral communication skills.
• Highly self-motivated and directed, with keen attention to detail and follow-through attitude.
• Ability to flourish in a team-oriented, collaborative environment.
• Ability to work independently and as part of a project team.
• Ability to work extended hours to meet deadlines as necessary.
• May provide leadership and/or direction to lower level employees.
• Lift, move and/or load 30 pounds of electronic devices and the supplies that pertain to their operation.
• Staff must recognize age differences and respond appropriately to their needs.

Requirements:

• Valid Washington State Driver's license
• Some college-level training with specialized course work in computer science, personal computer operations or related subject; and Two (2) years’ experience working on client computer hardware and software issues.
• Prior hardware/software technical support experience required
• Certifications such as MCP and/or A+ preferred

Work Environment:

• While performing the duties of this position, the employee is exposed to inside environmental conditions, protected from weather conditions but not necessarily from temperature changes. The employee may be exposed to dust, pollens, pollutants, fumes and communicable diseases as related to a health care environment. The noise level in the work environment is usually moderate.

Physical Demands:

• While performing the responsibilities of this position, the employee is regularly required to talk, and have hearing sufficient to understand conversations, both in person and on the telephone. The employee is often required to sit for potentially long periods of time throughout the workday. Manual dexterity of hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is occasionally required to stand; walk, climb or balance; stoop, kneel, or crouch; lift and/or move up to 25 pounds and use hands to finger, handle, or feel objects, tools, or controls, and reach with hands and arm. Vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus sufficient to operate computer systems. Reasonable accommodation can be made to enable people with disabilities to perform essential functions of this position in relation to the physical demands detailed above.