IT End User Services Technician

Overview:

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Job Summary / Purpose

Members 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. 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. 
• Demonstrates potential leadership qualities through team motivation coaching and mentoring.

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.