Senior Specialist in IT End User Services

2 weeks ago

Hot Springs National Park, Arkansas, United States CommonSpirit Health Full time

Overview

CommonSpirit Health emerged from the merger of Catholic Health Initiatives (CHI) and Dignity Health. With over 700 care locations throughout the United States, including clinics, hospitals, and virtual care services, CommonSpirit is dedicated to making healthcare accessible to nearly one in four U.S. residents. In a time when compassion is crucial, our organization is committed to fostering healthy communities, advocating for the underserved, and innovating care delivery both within our facilities and in the broader community.

Responsibilities

Job Summary / Purpose

Members of the End User Services (EUS) Technical Support team are tasked with the installation, maintenance, troubleshooting, and repair of desktop, notebook, and mobile PC workstations, printers, and related peripherals, whether on-site or remotely. Their responsibilities encompass responding to incidents and issues, as well as fulfilling requests. They possess an understanding of the business implications associated with hardware and system challenges, enabling them to set appropriate incident severity levels. EUS team members are skilled in troubleshooting a diverse range of technical issues and collaborating with other IT sectors to resolve problems. They are knowledgeable about the technical infrastructure and requirements of the hardware in their area and how it aligns with enterprise infrastructure standards. Additionally, they are responsible for understanding and supporting the integration of desktop systems with other enterprise systems. EUS team members monitor desktop hardware performance and maintain a secure environment. Professionals in this role are aware of the Key Performance Indicators (KPIs) that gauge the success of their services and continuously seek to enhance operational efficiencies while adding value to the services provided to the user community.

Essential Key Job Responsibilities

  • Provides expert guidance in desktop hardware support and directs the implementation of complex, enterprise-wide programs or projects. May lead teams to resolve intricate problems.
  • Leads troubleshooting efforts for complex hardware, software, and system issues.
  • Engages in multiple projects, participating as a team member or leader in enterprise-wide initiatives. Acts as a subject matter expert across various domains.
  • Collaborates with business units and other IT departments in the support, maintenance, and deployment of desktop hardware and information support processes.
  • Oversees the EUS team to ensure customer and production support needs are met. Diagnoses and resolves complex issues while providing guidance to team members. Collaborates with leadership to develop strategies for problem reporting and resolution.
  • Responds to high-complexity customer requests, typically requiring advanced customer service for facility administration and/or VIPs. Interacts with customers and business stakeholders in a professional manner. Generates activity and status reports while overseeing the request fulfillment functions of the team.
  • Ensures the accuracy of information in the device asset management system. Oversees team contributions to knowledge management and identifies critical knowledge availability and usage.
  • Leads the team in issue assignment, troubleshooting, purchasing, and deployment of new devices, upgrades, fixes, and installations. Works with project leaders to staff and execute complex enterprise solutions. Serves as an escalation point for team members and coordinates with IT leadership regarding readiness and delivery issues.
  • Possesses extensive knowledge of all aspects of desktop services, applying advanced principles to deliver End User support and mentor team members. Maintains a thorough understanding of CommonSpirit Health processes, policies, procedures, and standards, ensuring team compliance.

Qualifications

Education, Experience, Knowledge, Skills, and Abilities

  • 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.
  • Healthcare experience is strongly preferred.
  • Advanced customer service skills are required.
  • Proficient in Windows operating systems, network printing systems, and Microsoft Office applications.

Pay Range

$42.08 /hour

We are an equal opportunity/affirmative action employer.

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