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Senior Specialist in IT End User Services

2 months ago

Santa Maria, California, United States Unavailable Full time
Overview

CommonSpirit Health emerged from the unification 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 serving nearly one in four residents across the nation. In these challenging times, our communities require compassion and support more than ever. CommonSpirit is committed to fostering healthy communities, advocating for the underserved, and innovating healthcare delivery both within our facilities and in the broader community.

As you contribute to transforming the healthcare landscape, we offer a comprehensive benefits package that includes: Medical, Dental, and Vision coverage, Flexible Spending Accounts, Life Insurance, Short and Long-term Disability, 401k matching, Paid Time Off, Wellness Programs, Tuition Reimbursement, Accidental and 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 computing devices, printers, and related peripherals. Their duties encompass responding to incidents and requests while understanding the business implications of hardware and system challenges, enabling them to prioritize incident severity effectively. They possess the skills to diagnose a diverse range of technical issues and collaborate with other IT departments to resolve them. EUS team members are knowledgeable about the technical infrastructure and requirements of hardware within their area, ensuring alignment with enterprise standards. They also play a vital role in integrating desktop systems with other enterprise systems. Furthermore, EUS professionals monitor desktop hardware performance and uphold a secure operational environment. They understand the Key Performance Indicators (KPIs) that gauge the success of their services and are committed to enhancing operational efficiencies while continuously adding value to the user community.

Essential Key Job Responsibilities
  • Facilitates the deployment and implementation of desktop hardware for programs or projects of low to medium complexity while providing support for high-complexity user needs.
  • Diagnoses and resolves intricate hardware, software, and system issues across various device types.
  • Contributes as a project team member on multiple initiatives, serving as a subject matter expert in specific areas.
  • Engages with customers to support, maintain, and deploy desktop hardware, along with the associated information support processes.
  • Addresses incidents, diagnoses complex problems, and guides team members, contributing to the knowledge management database for problem resolution.
  • Interacts with customers professionally, addressing high-complexity requests.
  • Maintains the device asset management and knowledge management systems to document knowledge and workflows.
  • Responds to assigned issues, participating in advanced troubleshooting, procurement, and deployment of new devices, upgrades, and installations.
  • Exhibits 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.
  • Engages 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, developing or modifying existing policies as necessary.
  • Demonstrates leadership potential 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.
  • Proficiency in Windows operating systems, network printing systems, and Microsoft Office applications.
  • Experience with Google Suite is preferred.
  • Experience in the healthcare sector is strongly preferred.

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