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End User Support
2 months ago
Top Responsibilities
- Provide healthcare application support
- Engage desktop refresh projects
- Focus on understanding existing environment
- collaborate with site directors and understand pain points
- Assess gaps, review and gather existing documentation
Key Responsibilities
- Providing comprehensive technical support services for end user: hardware, software, and network-related connectivity issues, access, and privilege related issues, ensuring prompt resolution and minimal downtime for end users.
- Direct support for Identity and Access Management (IAM) by assisting users with account setup, access issues, and ensuring proper user authentication to safeguard system integrity.
- Technical Support (Break\Fix, Optimization): Providing comprehensive technical support services for end user: hardware, software, and network-related connectivity issues, access, and privilege related issues, ensuring prompt resolution and minimal downtime for end users.
- Identity and Access Management (IAM): Direct support for Identity and Access Management (IAM) by assisting users with account setup, access issues, and ensuring proper user authentication to safeguard system integrity.
- Remote Access: Troubleshooting, configuring, and educating users on remote access systems to ensure a secure and efficient virtual connection to the organization's network including, but not limited to, VPN, Citrix, Virtualized Desktops, Multi-Factor Authentication (MFA).
- System Maintenance and Upgrades: Conducting regular maintenance of end point hardware and software systems, as well as overseeing timely upgrades and enhancements to ensure optimal performance and security.
- Inventory Management: Overseeing the internal inventory of IT assets, such as computers and peripherals, along with tracking the usage of software licenses, while underlying license agreements remains outside the EUT purview.
- Mobile Device Management: Administering and overseeing secure mobile device usage, encompassing support, configuration, and training for staff on corporate-issued and BYOD mobile policies as applicable, in liaison with Infrastructure MDM team.
- Telecommunications Support: Managing telecommunications end points, video conferencing devices, and other communication end points critical for hospital operations, in liaison with Enterprise telecommunication team.
- Emergency Response and Disaster Recovery: Establishing and maintaining end user device and system protocols for handling technology-related emergencies and implementing robust disaster recovery plans to minimize data loss and downtime during critical situations, in liaison with Disaster recovery and business continuity team.
- Facility Activation and Support: Activation of new facilities by setting up essential technology infrastructure, configuring systems, and providing comprehensive support throughout the transition.
- Onsite and Virtual Rounding: Offer continuous support for both onsite and virtual rounding by maintaining reliable technology platforms and providing immediate assistance to address any technical issues encountered during rounds.
- Customer Service: Committing to a customer-centric approach, ensuring service delivery is empathetic, responsive, and tailored to the unique requirements of each end user.
- Information Technology Service Management (ITSM): Utilize ITSM systems and frameworks to streamline service delivery, ensuring efficient incident resolution, reliable communication, and continuous improvement in user support and technology management.
- Commitment to Resolving End User Issues: Technologists provide solutions that meet our users' needs. They will maintain engagement with the end user until a verified and satisfactory resolution is attained. While it may not be possible to address every aspect of a problem immediately, our technologists will take full responsibility for the issue, overseeing the ticket through to its resolution in a manner consistent with the user's expectations. This approach mirrors the role of an incident manager, who facilitates the resolution process by effectively coordinating with all necessary IT departments to ensure a comprehensive and satisfactory outcome.
Educational Qualification
- Engineering Graduate an associate degree in Information Technology or equivalent.
Skills
- Proficiency in Windows, Linux and/or macOS operating systems.
- Experience with Active Directory, Office 365, and other common enterprise applications.
- Experience in Citrix, Vmware and VDI
- Familiarity with networking concepts (TCP/IP, DNS, DHCP), hardware (routers, switches) and VPN.
- Knowledge of ITIL principles and practices is a plus.
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail
- Ability to work in a fast-paced environment and handle multiple priorities
- Basic knowledge of EPIC application.
Certifications
Microsoft / Linux Administrator level Certifications
ITIL Foundation Certifications are added advantage
Citrix
Vmware
CCNA
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