IT End User Services Technician

Overview

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Responsibilities

• Providing Tier I and some Tier II technical support for CommonSpirit Health and Affiliates by analyzing, diagnosing, and resolving software and hardware issues associated with desktop computers and mobile computing devices.
• Resolving or escalating user problems associated with enterprise-level services and applications.
• Making suggestions to Tier II for creating knowledge base documents to provide training and troubleshooting guidance to the IT support staff and organization.
• Taking necessary steps to resolve the incident, including reinstalling software, changing settings, recreating profiles, or escalating to a Tier II.
• Following defined procedures, processes, and methods or as instructed by the supervisor.
• Provides desktop hardware support for the user community. Works on multiple functional systems that tend to be of moderate to high complexity.
• Performs troubleshooting for moderate to high complex hardware, software and system problems. Acts as subject matter expert for at least one device type.
• May be assigned to one or more projects as a project team member.
• Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity. Utilizes previous experience to reach resolution and will contribute to knowledge management system(s). Escalates issues when necessary.
• Responds to customer requests received via the Service Management application. Fulfills requests of moderate to high complexity. Interacts with the customers in a courteous and professional manner.
• General knowledge of Operational Level Agreements (OLAs) and always works within those metrics.
• Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management.
• Understanding and adherence to policies and procedures. Contributes to new or modified policies.
• Provides guidance, training and problem solving assistance to other team members.
• Remote eligible.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Qualifications

• Associates degree or technical institute degree/certificate preferred.
• 2-4 years of experience in the service industry.
• Healthcare experience preferred.
• Solid customer service skills required.
• Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules.