IS Customer Support Administrator

*****This is an onsite position in Medford, OR******

Providence is seeking an IS Customer Support Administrator:

Serves as the primary point of support to resolve customers' issues, fulfill requests for information technology services, and facilitate technical project deployments. End User Support team members must deliver timely and accurate Information Technology support and services to all Providence St. Joseph caregivers, partners, and customers while maintaining a focus on positive customer service experience. Adept at diagnosing issues with computer, printer, and peripheral hardware; software programs; and network systems quickly and accurately. Displays strong teamwork skills and ability to coordinate with other Information and Technology Service's teams as appropriate for final resolution of issues, often acting as the customer's point of contact through the process. Proficient leveraging remote tools as they are in providing direct face to face support while walking customers through resolutions to their problems. Ability to share knowledge, follow departmental processes/procedures, provide basic customer training, offer thoughtful and accurate responses to technical questions regarding computing needs, and act as stewards of PSJH technical resources

In this position you will have the following responsibilities: 

Demonstrates PSJH core values of compassion, dignity, justice, excellence, and integrity to customers, employees, and visitors; and provides quality service in the performance of work assignments and duties assigned to them. Maintains established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards. Provides high quality end user support and services while providing excellent Customer Service to all PSJH employees and partners. Assigns tickets to all other IS disciplines, and document all activity while communicating appropriate status to the end user appropriately to EUS standards. Repair, replace, and update PSJH Workstations, Tablets and other computing hardware. Repair, replace, and update PSJH Phones, Smartphones and other mobile computing devices. Repair, replace, and update PSJH printers and related hardware. Repair, replace, and update PSJH computing accessories. Installs applications as directed. Works with all PSJH IS organizations to accommodate customer issues and requests, and follow them through to completion. Ensures critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution. Ensures customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with a positive experience. Adheres to documented standards, policies and procedures for documentation, ticketing processes, and handling expectations. Operating within the desktop EUS SLA’s. Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IS organizations (both PSJHS and vendors) during ticket hand-off in order to minimize customer interruptions and avoid duplicate information requests. Ability to participate in the assigned “on-call” rotation for 24/7 - 7 days a week support. Must be able to own transportation to and from various assigned work locations. Remains calm and professional under pressure, high ticket volume, and major events that impact the customers. Develops and maintains solid working relationships with all impacted users within the areas that they support. Ability to escalate any problems and issues in a timely manner, knowing when to and who to escalate problems to within your team. Works collaboratively across the business to build partnerships strengthening customer support satisfaction. May need to travel up to 50% of work schedule. Ability to support PH&S supplied video equipment and audio visual meeting equipment. Triages customer issues and requests through various tools, troubleshooting and resolving end-user technology issues. Works directly with CSE/Desktop Engineering and other IS organizations to provide feedback and testing results on computer images to ensure stable computing environments. Recommends process, policy or procedure additions and modifications to Service Desk knowledgebase to ensure the information for troubleshooting issues and proven resolutions are repeatable by all support teams. Assists with resolving these issues with new process improvements. Provides a consistent focus on continuous process improvement for the Technology Service & Operations team. Develops and maintains technical documentation associated with troubleshooting customer hardware and software issues. Works with the many different IS support organizations within Providence IS as well as vendors. Continues to own ticket resolution to the satisfaction of the user, regardless of the numbers of hand-offs between organizations. Knowledge and understanding of the pertinent technical and application environment across the entire Providence enterprise. Active Directory group administration, basic user level account permissions. Print server administration. Ability to lead projects that involve the EUS teams and work assigned to those projects to be completed by EUS teams. Local Data Center Hands-On Support. Provides spot end-user training as necessary. Provides training or mentoring to other team members regarding technical and application support. Demonstrate a leadership role within the EUS team in modeling behaviors consistent with industry practices in garnering excellent customer satisfaction. Provides a level of technical expertise across multiple skill sets and a complex technical environment to address and resolve the client’s issues in an acceptable time frame. Active Directory group administration, OU modifications, LWS records. Distribution groups \ security group creation and modification. Performs on call escalation/oversight duties as needed. Ability to work under broad direction by a supervisor or manager. Consults with other teams to troubleshoot a variety of complex issues to meet their customer’s needs. Focal point in the coordination of technical resources for problem resolution. May assign work to other team members as necessary to accomplish team goals. Provide operational training and leadership to other team members. Travel – Must be able to travel efficiently to all PSJH sites within scope of assignment

Job Specific Knowledge, Skills and Abilities:

Basic knowledge of monitoring software and call tracking systems. Basic knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications, remote access, and VPN. The ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment. Strong customer focus skills. Clearly document ticket progress and ticket closure details using standard PSJH tool-set. Closet patching. UPS deployment and maintenance. Working knowledge of the latest version of Internet Explorer, Windows and Mac Operating System, Office, and TCP/IP network, hardware configuration, including PC’s, printers, and other peripherals. Able to support MAC’s (device Move, Adds & Changes) and document updates in our asset management application per system standards. Proven ability to develop effective working relationships at all organizational levels. Significant knowledge of Microsoft’s latest version of Internet Explorer, Operating System, Office, basic UNIX, and TCP/IP network, hardware configuration, including PC’s, printers, and other peripherals. Advanced knowledge of Outlook and Outlook Web access. Basic knowledge of virtual computing environments (. Citrix, VMware). The ability to work in and through challenging situations with both internal and external customers. Advanced knowledge of remote control tools to remotely resolve customer issues. Advanced knowledge of smart phones, and tablets. Knowledge of Directory Services and Authentication processes. Ability to utilize imaging processes and identify improvements to processes. Network LAN switch port configuration. Demonstrated long and short-range planning skills and the ability to implement them in day to day operations and projects. The advanced understanding of Service Now group queues and how tickets flow between teams. Basic knowledge of ACD, Application interface engines, database structure and logic, report-writing tools. Ability to identify and implement changes and improvements that accomplish long-range objectives. Showing the leadership skills and knowledge to be an escalation point for the team and pointing the team members in the right direction when needed. Showing advanced leadership and mentoring skills for the team. Being able to mentor other team members to improve their overall skills and along with improve the care givers experience. Customer Focused – The customer must always be at the forefront of work efforts. Communications – It is vital to communicate, whether listening to the customer’s wants in order to understand what to do for them, to give information them that they need, or discussing issues with team members. Learning – Can quickly learn new information as needed, whether it is knowledge required for solving a problem, or simply a new skill. Peer Relationships – The ideal candidate is a team player. Priority Setting – Focuses on the critical tasks and seeks guidance for ambiguity. Problem Solving – Is willing to use all available sources for information, and can work through problems methodically. Flexible – Willingness to reprioritize and adjust to changing conditions. Leadership Relationships – Relates and responds well to guidance, coaching and established direction.

Required qualifications :

3 years of experience in technical support and at least one current certification in technology related field, OR 5 years of experience providing technical support in a high volume, technology focused call center. Experience using Knowledge management tools.

Preferred qualifications:

Associate's Degree in IT or IT related equivalent. Bachelor's Degree in Computer Science, Electrical Engineering, Information Systems or related discipline. Avaya phone experience and punch down Current certification A+, Network+, CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MCDBA.

Why Join Providence?   

Our are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our of caring for everyone, especially the most vulnerable in our communities.
 

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