Service Desk Support Administrator

A Brief Overview

Serves as front line contact point for Information Technologies (IT) customers as part of the 24/7/365 IT Service Desk. Provides support to end users on a variety of inquiries and incidents. Identifies, researches, and resolves or routes software and hardware incidents. Responds to telephone calls, email and personnel requests for technical support. Using a service management tool, documents, tracks and monitors incidents to ensure a timely resolution.

What You Will Do

• Answers service desk telephones and/or emails and responds to user inquiries.
• Creates, routes and maintains incident records (“tickets”) within a Call Management system; such as MySoft, ServiceNow or other service management tool.
• Assists the user in resolving incidents by providing guidance regarding software and hardware problems by following call scripts and utilizing Knowledge Base resources.
• Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved.
• Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.
• Effectively uses software tools for remote troubleshooting.
• Work collaboratively with the Sev Runner/Administrator II to properly triage Emergency and High incidents.
• Works collaboratively with 2nd/3rd level support teams to ensure that users receive timely service.
• Follows up with users to ensure that incidents are resolved within the contracted or agreed upon time frame.
• Assists with defining and documenting Service Desk support procedures as required.
• Participate in Service Desk Review Step management rotation.
• Participate in optional training offerings and suggest additional training offerings for the team’s benefit.

Additional Responsibilities

• Work shifts assigned by Service Desk leadership as required by business needs.
• Meets established productivity and time-management standards.
• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

%3Cb%3EEducation%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3EHigh School Equivalent / GED (Required) and %3C/li%3E%3Cli%3EAssociate%27s Degree with an interest in Information Technology (Preferred) %3C/li%3E%3C/ul%3E%3Cb%3EWork Experience%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3E1+ years of incident handling experience with PC software applications, MS Operating Systems including Windows (Preferred) and %3C/li%3E%3Cli%3E Experience in a Healthcare provider environment or call center. (Preferred) %3C/li%3E%3C/ul%3E%3Cb%3EKnowledge, Skills, %26amp; Abilities%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3E Detail-oriented and organized, with good analytical and problem solving ability. (Required proficiency) %3C/li%3E%3Cli%3E Notable client service, communication and relationship building skills. (Required proficiency) %3C/li%3E%3Cli%3E Ability to function independently and as a team player in a fast-paced environment. (Required proficiency) %3C/li%3E%3Cli%3E Strong written and verbal communication skills. (Required proficiency) %3C/li%3E%3Cli%3E Ability to effectively document processes. (Required proficiency) %3C/li%3E%3Cli%3E Proficiency with Microsoft Office Suite. (Required proficiency) %3C/li%3E%3Cli%3E Familiarity with ITIL framework. (Preferred proficiency) %3C/li%3E%3C/ul%3E%3Cb%3ELicenses and Certifications%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3E Help Desk Institute Support Center Analyst certification (Preferred) %3C/li%3E%3Cli%3E A+ Certification (Preferred) %3C/li%3E%3Cli%3E MS Enterprise Desktop Support Technician certifications (Preferred) %3C/li%3E%3Cli%3E Microsoft application certifications (Preferred) %3C/li%3E%3C/ul%3E%3Cb%3EPhysical Demands%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3EStanding Occasionally %3C/li%3E%3Cli%3EWalking Occasionally %3C/li%3E%3Cli%3ESitting Constantly %3C/li%3E%3Cli%3ELifting Rarely up to 20 lbs %3C/li%3E%3Cli%3ECarrying Rarely up to 20 lbs %3C/li%3E%3Cli%3EPushing Rarely up to 20 lbs %3C/li%3E%3Cli%3EPulling Rarely up to 20 lbs %3C/li%3E%3Cli%3EClimbing Rarely up to 20 lbs %3C/li%3E%3Cli%3EBalancing Rarely %3C/li%3E%3Cli%3EStooping Rarely %3C/li%3E%3Cli%3EKneeling Rarely %3C/li%3E%3Cli%3ECrouching Rarely %3C/li%3E%3Cli%3ECrawling Rarely %3C/li%3E%3Cli%3EReaching Rarely %3C/li%3E%3Cli%3EHandling Occasionally %3C/li%3E%3Cli%3EGrasping Occasionally %3C/li%3E%3Cli%3EFeeling Rarely %3C/li%3E%3Cli%3ETalking Constantly %3C/li%3E%3Cli%3EHearing Constantly %3C/li%3E%3Cli%3ERepetitive Motions Frequently %3C/li%3E%3Cli%3EEye/Hand/Foot Coordination Frequently %3C/li%3E%3C/ul%3E%3Cb%3ETravel Requirements%3C/b%3E%3C/br%3E%3Cul%3E%3Cli%3E10% %3C/li%3E%3C/ul%3E

Job Details
Primary Location: United States-Ohio-Cleveland
Work Locations: 11001 Cedar Ave, Cleveland, 44106
Job: Information Technology
Organization: UHHS_Information_Technology
Schedule: Full-time
Employee Status: Regular
Shift: Variable
Job Type: Standard
Job Level: Professional
Travel: No
Remote Work: Yes
Job Posting: Sep 28, 2026, 5:57:32 PM

High school diploma or GED required; 1+ years incident handling with PC software and MS Windows preferred; healthcare or call center experience preferred; Microsoft Office proficiency required; ITIL familiarity preferred; HDI, A+, MS certifications preferred.

Key Responsibilities

• answering service desk calls
• troubleshooting incidents
• documenting tickets

Skills & Tools

Microsoft Office, Microsoft Windows, MySoft, ServiceNow, ITIL

Job Details

• Category: Information Technology
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — Cleveland, Ohio, United States
• Languages: English

About University Hospitals

A healthcare provider offering comprehensive medical services and IT support. — Industry: Healthcare