Where You'll WorkInspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation's largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.
Job Summary and ResponsibilitiesThis is an on-site position.
Job SummaryMembers of the End User Services (EUS) Technical Support team are responsible for on-site and/or remote installation, maintenance, troubleshooting and/or repair of desktop, notebook and mobile PC workstations, printers, and associated peripherals. Responsibilities include responding to incidents and problems, and fulfilling requests. They also understand the business implications of computer hardware and system issues allowing them to appropriately set incident severity levels. They can troubleshoot a wide variety of technical problems and engage parties in other areas of IT to address problems. The EUS team member understands the technical infrastructure and requirements of the hardware in their respective area and how it aligns to enterprise infrastructure standards. They also are responsible for understanding and supporting aspects of the integration of desktop systems with other systems in the enterprise. The EUS team member monitors the performance of desktop hardware and maintains a secure environment. Professionals in this job family understand the Key Performance Indicators (KPIs) that identify the success of the services they provide and continually strive for improvements to operational efficiencies and seek to continually add value to the services delivered to the user community.
Job Responsibilities- Provides the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity.
- Performs troubleshooting for highly complex hardware, software and system problems for multiple device types.
- Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas.
- Responsible for working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes.
- Responds to incidents, diagnoses and resolves complex problems and provides guidance to other team members. Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary. Integrates with problem management and performs root cause analysis when necessary.
- Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner.
- Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes.
- Responds to assigned issues and participates in the advanced troubleshooting, purchasing, and deployment of new devices, upgrades, fixes and new installations. Provides feedback on technical process issues to improve overall service delivery. Participates in local and enterprise projects of low to moderate complexity. May coach and advise other team members. Participates in on-call rotation and provides on-call support.
- Exhibits knowledge of advanced desktop services skills. Ability to work closely with cross- functional IT teams on complex issues. Continues to build solid understanding of processes, procedures, and CommonSpirit Health standards.
- May assist in the development of Operational Level Agreements (OLAs). Monitors deviations and escalates issues to more senior team members.
- Day to day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project.
- Understanding and adherence to policies and procedures. Develops new or modifies existing policies.
- Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.
Job Requirements- Associates degree or technical institute degree/certificate or 2-4 years relevant experience is required.
- 2-4 years of experience in the service industry required.
- Excellent customer support skills needed to assist users who may not be technically proficient in an Healthcare environment.
- Experience with Google Workspace tools and Service Matters IT Ticketing application is preferred.
- Will be submitting orders to purchase appropriate computer hardware, mobile carts, applications, and peripherals.
- Work involves proactively rounding departments to identify and resolve IT issues, and maintaining devices in an optimal state.
- Comfortable with working in IT data closets like an Intermediate Distribution Frame (IDF) or Main Distribution Frame (MDF).
- Experience with connecting data cables to patch panels and network switches.
- Perform walks with cable vendors to identify location of new Cat6 ethernet cable drops.
- Job involves upgrading Windows Operating System computers to version 11.0.
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