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 unification of Catholic Health Initiatives (CHI) and Dignity Health. With a vast network of over 700 care facilities nationwide, including clinics, hospitals, and virtual care services, CommonSpirit is dedicated to providing accessible healthcare to nearly one in four U.S. residents. In a time when compassion is essential, our organization is committed to nurturing healthy communities, advocating for the underserved, and innovating healing practices 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, both on-site and remotely. They respond to incidents and requests, understanding the business implications of hardware and system issues to appropriately prioritize incidents. EUS team members possess the ability to troubleshoot a diverse range of technical challenges and collaborate with other IT sectors to resolve issues. They are knowledgeable about the technical infrastructure and requirements of hardware in their area, ensuring alignment with enterprise standards. Additionally, they monitor desktop hardware performance and maintain a secure operational 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 user community.

Essential Key Job Responsibilities
  • Provides expert guidance in desktop hardware support and leads complex, enterprise-wide projects to resolution.
  • Facilitates troubleshooting of intricate hardware, software, and system issues.
  • Engages in multiple projects, serving as a team member or leader, and acts as a 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 meet customer and production support requirements, diagnosing complex issues and mentoring team members.
  • Addresses 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 oversees team contributions to knowledge management.
  • Leads the team in issue assignment, troubleshooting, procurement, and deployment of new devices, upgrades, and installations.
  • Possesses extensive knowledge of desktop services, applying advanced principles to deliver exceptional End User support and mentoring team members.

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.
  • 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.

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