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. 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.

Essential Key Job Responsibilities

• 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.
• Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.
• 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.
• 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.
• Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner.
• Responsible for working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes.
• 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.
• Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas.
• May assist in the development of Operational Level Agreements (OLAs). Monitors deviations and escalates issues to more senior team members.
• Performs troubleshooting for highly complex hardware, software and system problems for multiple device types.
• 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.
• Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes.

• Advanced customer service skills required.
• 4-6 years of experience in the service industry.
• Proficient in Windows operating system environment, network printing systems and Microsoft Office modules.
• Associates degree or technical institute degree/certificate or 4-6 years relevant experience is required.
• Healthcare experience strongly preferred.
• Google Suite experieince preferred.