IT Sr End User Services Specialist

1 week ago


Rancho Cordova, California, United States CommonSpirit Health Full time
Overview

CommonSpirit Health, a result of the union between Catholic Health Initiatives (CHI) and Dignity Health, operates over 700 care sites serving a significant portion of the population. In these times, compassion is a must, and our commitment extends to building healthy communities, supporting the less fortunate, and innovating healthcare delivery.

While you make a difference in healthcare, we've got you covered with a range of benefits including Medical/Dental/Vision plans, FSA, Life Insurance, 401k match, Paid Time Off, and more.

Responsibilities

Job Summary / Purpose

Members of the End User Services (EUS) Technical Support team are responsible for installation, maintenance, and troubleshooting of desktops, laptops, printers, and peripherals. They handle incidents and problems, ensuring the smooth functioning of hardware and system integrations across the enterprise. This team monitors KPIs, strives for operational efficiency, and adds value to user services continuously.

Essential Key Job Responsibilities

  • Handles deployment and implementation of desktop hardware for programs and projects of varying complexity.
  • Troubleshoots complex hardware, software, and system issues across multiple device types.
  • Participates in cross-functional projects and serves as a subject matter expert.
  • Works closely with customers for support, maintenance, and deployment of hardware and information support processes.
  • Responds to incidents, resolves complex problems, and contributes to knowledge management for efficient problem resolution.
  • Collaborates with cross-functional IT teams on advanced desktop services. Maintains asset and knowledge management systems.
  • Interacts with user community professionally, participates in troubleshooting and new device deployment, and provides feedback for service improvements.
  • Adheres to CommonSpirit Health standards, contributes to policy development, and may assist in developing Operational Level Agreements (OLAs).
  • Engages in day-to-day interactions with the user community and multiple stakeholders, showcasing leadership qualities through team motivation, coaching, and mentoring.
Qualifications
  • Requires an Associates degree, technical institute degree/certificate, or 4-6 years of relevant experience.
  • 4-6 years of service industry experience.
  • Advanced customer service skills and proficiency in Windows operating systems, network printing, and Microsoft Office.
  • Experience with Google Suite preferred, healthcare experience highly valued.


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