IT End User Services Technician

Where You'll Work

Inspired 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 Responsibilities

Job Summary / Purpose

Members of the End User Services (EUS) Technical Support team are responsible for on-site and/or on-site installation, maintenance, troubleshooting and/or repair of desktop, notebook and mobile PC workstations, printers, and associated peripherals. 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.
Essential Key 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.
• Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas.
• 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 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.
• Performs proactive maintenance on devices. Participates in the "smart hands" program to assist other IT functional areas when needed.
• General knowledge of Operational Level Agreements (OLAs) and always works within those metrics.
• Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management.
• Provides guidance, training and problem solving assistance to other team members.

Job Requirements

Required Qualifications and Skills

• Associates degree or technical institute degree/certificate preferred.
• 2-4 years of experience in the service industry.
• Solid customer service skills required.
• Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules.
• Healthcare experience preferred.
• Google Suite experience preferred.

Compensation is determined by a combination of direct related experience and the internal equity of the organization.