Senior IT End User Services Technician

2 weeks ago

Santa Maria, California, United States Unavailable Full time
Overview

CommonSpirit Health emerged from the merger of Catholic Health Initiatives (CHI) and Dignity Health. With over 700 care locations nationwide, including clinics, hospitals, and virtual care services, CommonSpirit is dedicated to serving nearly one in four U.S. residents. In a time when compassion is essential, our communities require support, and our families need safeguarding. Leveraging our combined resources, CommonSpirit is devoted to fostering healthy communities, advocating for the underserved, and innovating care delivery both within our facilities and in the broader community.

While you contribute to transforming the healthcare landscape, we prioritize your well-being with a comprehensive benefits package that includes: Medical/Dental/Vision coverage, Flexible Spending Accounts, Life Insurance, Short and Long-term Disability, 401k matching, Paid Time Off, Wellness Programs, Tuition Reimbursement, Accidental Insurance, Critical Illness Insurance, Identity Theft Protection, Employee Assistance Programs, and more.

Responsibilities
Job Summary / Purpose

Members of the End User Services (EUS) Technical Support team are tasked with the on-site and/or remote setup, maintenance, troubleshooting, and repair of desktop, laptop, and mobile PC workstations, printers, and related peripherals. Key responsibilities include addressing incidents and issues, as well as fulfilling service requests. They comprehend the business impact of hardware and system challenges, enabling them to appropriately classify incident severity. The EUS team member is adept at diagnosing a diverse range of technical issues and collaborating with other IT sectors to resolve them. They possess a thorough understanding of the technical infrastructure and requirements of hardware within their domain, ensuring alignment with enterprise infrastructure standards. Additionally, they monitor desktop hardware performance and uphold a secure environment. Professionals in this role recognize the Key Performance Indicators (KPIs) that gauge the effectiveness of their services and consistently pursue enhancements to operational efficiencies, striving to add value to the user community.

Essential Key Job Responsibilities
  • Facilitates the deployment and implementation of desktop hardware for low to medium complexity projects while providing support for high complexity user needs.
  • Conducts troubleshooting for intricate hardware, software, and system issues across various device types.
  • Participates in multiple projects as a team member, serving as a subject matter expert in specific areas.
  • Engages with customers to support, maintain, and deploy desktop hardware, alongside managing information support processes.
  • Addresses incidents, diagnoses complex problems, and offers guidance to fellow team members. Contributes to the knowledge management database for problem documentation and resolution, escalating issues as needed and performing root cause analysis.
  • Responds to high complexity customer requests, maintaining professionalism and courtesy in all interactions.
  • Maintains the device asset management system and knowledge management systems to document knowledge and workflows.
  • Handles assigned issues and engages in advanced troubleshooting, procurement, and deployment of new devices, upgrades, and installations, providing feedback on technical process improvements.
  • Demonstrates advanced desktop service skills and collaborates closely with cross-functional IT teams on complex challenges.
  • May assist in developing Operational Level Agreements (OLAs), monitoring deviations, and escalating issues to senior team members.
  • Interacts daily with the user community, collaborating with various Business and IT stakeholders regarding Incident Management, Request fulfillment, Problem Management, and project delivery.
  • Adheres to policies and procedures, contributing to the development of new or revised policies.
  • Exhibits potential leadership qualities through team motivation, coaching, and mentoring.
Qualifications
  • Associates degree or technical institute degree/certificate or 4-6 years of relevant experience is required.
  • 4-6 years of experience in the service industry.
  • Advanced customer service skills are essential.
  • Proficient in Windows operating systems, network printing systems, and Microsoft Office applications.
  • Experience with Google Suite is preferred.
  • Healthcare experience is strongly preferred.

*Compensation is determined by directly related experience and company employee equity.

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