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Senior Specialist in IT End User Services

2 months ago

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

Overview

CommonSpirit Health is a prominent organization formed through the merger of Catholic Health Initiatives (CHI) and Dignity Health. With an extensive network of over 700 care facilities 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 world that increasingly requires compassion, our mission is to support communities in need and protect families through innovative healthcare solutions both within our facilities and in the broader community.

Responsibilities

Job Summary / Purpose

The End User Services (EUS) Technical Support team plays a critical role in providing on-site and remote support for the installation, maintenance, troubleshooting, and repair of desktop, notebook, and mobile PC workstations, as well as printers and related peripherals. Team members are tasked with addressing incidents and problems while fulfilling service requests. They possess a strong understanding of the business impact of hardware and system issues, enabling them to effectively prioritize incident severity. The EUS team is skilled in diagnosing a diverse range of technical challenges and collaborating with other IT departments to resolve issues. Each member is knowledgeable about the technical infrastructure and requirements of the hardware in their area, ensuring alignment with enterprise standards. Additionally, they are responsible for supporting the integration of desktop systems with other enterprise systems and monitoring the performance of desktop hardware to maintain a secure environment. Professionals in this role are aware of the Key Performance Indicators (KPIs) that measure the success of their services and are committed to enhancing operational efficiencies and delivering added value to the user community.

Essential Key Job Responsibilities

  • Provides expert guidance in desktop hardware support and leads the implementation of complex, enterprise-wide projects.
  • Facilitates troubleshooting efforts for intricate hardware, software, and system issues.
  • Engages in multiple projects, often serving as a team leader and subject matter expert across various domains.
  • Collaborates with business units and IT departments to support, maintain, and deploy desktop hardware and information support processes.
  • Oversees the EUS team to ensure that customer and production support objectives are met, diagnosing and resolving complex issues while mentoring team members.
  • Handles high-complexity customer requests, providing exceptional service to facility administration and VIPs, while generating activity and status reports.
  • Ensures accurate data entry in the device asset management system and manages team contributions to knowledge management.
  • Leads the team in issue assignment, troubleshooting, procurement, and deployment of new devices, upgrades, and installations, coordinating with facility and IT leadership.
  • Possesses extensive knowledge of desktop services, applying advanced principles to deliver exceptional End User support and mentoring team members.

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 essential.
  • Proficiency in Windows operating systems, network printing systems, and Microsoft Office applications is required.

Pay Range

$42.08 /hour

We are an equal opportunity/affirmative action employer.