End User Computing Technician

Nevada System of Higher Education•Arlington Heights, IL

1d•Onsite

About The Position

The End User Computing Technician provides onsite technical support for all hardware platforms in use at Endeavor including desktops, laptops, printers, smart phones, other mobile devices, and peripherals that support clinical and business workflows. Partners with the Applications, Network, Clinical Informatics, Nursing Informatics, and other teams to provide high level troubleshooting and collaboration. Works issues escalated by Service Desk Analysts and Service Desk leadership. This individual enables all Endeavor Health (Endeavor) team members to work effectively across desktops, laptops, mobile devices, and virtual environments by ensuring a secure, reliable, and consistent end user technology experience. The incumbent also maintains accurate records in incident management and inventory systems, requiring strong problem-solving skills and a degree of creativity. As a customer-facing role, maintains a high degree of professionalism and regularly engages with customers; they should be seen as trusted partners. The role is a liaison between onsite customers and the broader IT organization. In this capacity, they should be present and engaged with their customers by proactively rounding, attending safety huddles as needed, remaining apprised of current activity at the client site, etc. This role also actively participates in large scale hardware deployment activities. The incumbent collaborates with other IT team members and customers to continually improve the digital workplace environment. Possessing a strong understanding of ITIL terminology and the healthcare environment is a plus. To be successful in this role, you will be expected to remain current on the latest solutions and technologies and remain well-informed of customer concerns and needs. This role requires a balance of strong technical skills, particularly as it relates to triaging issues, and strong interpersonal skills to serve as the face of IT to our customers.

Requirements

Associate degree
Minimum of five (5) or more years of experience in an IT-related field.
Experience working in a complex IT environment involving Microsoft Windows, Microsoft Office applications, mobile devices, printers, and related technologies.
Excellent verbal and written skills essential for providing positive customer service and good communication.
Strong customer service skills with the ability to manage challenging customers and situations professionally and courteously.
Ability to apply common sense understanding to carry out written or oral instructions.
Ability to read, write, and comprehend detailed instructions, short correspondence, and memos.
Personal and ethical accountability
Demonstrates analytical and critical thinking for problem solving and issue resolution.
A valid driver’s license is required if the incumbent is selected to perform related duties at an off-site location. If the incumbent uses their personal vehicle, the incumbent must maintain automobile liability coverage as required by law and evidence of such coverage may be requested.

Nice To Haves

A+ certification or other industry relevant certification is strongly preferred.
A lean towards curiosity, out of the box thinking, and innovative solution development.
Possessing a strong understanding of ITIL terminology and the healthcare environment is a plus.

Responsibilities

Owns entire device lifecycle management process from deployment to support, replacement, and retirement.
Focuses on ticket resolution and existing, defined processes.
Manages process consistent with industry best practice terminology (e.g., ITIL), Endeavor specific requirements, and sound professional judgment.
Analyzes, prioritizes, responds, and resolves service requests in a timely manner, and according to Service Level Agreements (SLAs) and established IT Support procedures.
Resolves incoming service requests with the assistance of the problem resolution systems, IT Support manuals, other Endeavor staff, Endeavor vendors, and uses troubleshooting and analytical skills to diagnose, repair and test.
Ensures IT environment is working optimally and meeting customer needs.
Proactively reports any gaps in environment performance or lack of meeting customer needs and begins resolving as appropriate.
Maintains ownership of all assigned service requests until they are resolved or escalated to the appropriate Endeavor staff or Endeavor vendor for resolution; escalates service requests appropriately according to IT Support standards.
Promptly updates ServiceNow on progress on assigned service requests.
Effectively communicates status with customers and properly documents the status according to Endeavor documentation procedures.
Utilizes knowledge gained by engaging with customers through rounding, attending safety huddles, ad hoc conversations, etc. to anticipate needs and proactively addresses.
Provides desktop hardware and software support, including but not limited to: Moves, Adds or Changes (MAC), installation, deployment, implementation, swap out, updating, configuration, and re-configuration of equipment.
Supports common hardware and software.
Delivers high quality customer service as both a technical resource and a liaison to the IT organization.
Supports projects such as construction, system implementations, upgrades, maintenance, and retirements.
Completes assigned tasks within project timelines
Serves as a supportive team member and takes on call per posted schedule.
Receives mentorship and training from senior levels.
Other duties as assigned.