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The role of the End User Services Analyst is to manage all end user devices, access paths and printing functions relevant to device hardware, software and application problems, new installations, upgrades and general assistance as reported or requested by staff and physicians of the Rady Children's Hospital and Health Community as applicable. The nature of the inquiries include but are not limited to requests for assistance with the organization's computers, telephones, hand scanners, computers on wheels (COWS), personal devices, label printers, general printers and multiple function devices. Application installation, trouble shooting and support is provided by the Specialist for general software, like Microsoft Word, as well as departmental software, like Haivision. The Analyst is assigned an area of the hospital to manage that includes all end user devices and relevant applications thereof. The incumbent accurately identifies problems, troubleshoots and offers solutions and workarounds. He/she accurately communicates expectations regarding next steps and timelines for resolution. The Analyst coordinates with other End User Services staff regarding standard images, naming conventions and inventory control/ asset management. They also coordinate with other IS areas to resolve problems if necessary. The incumbent will possess the ability to handle large volumes of tickets and respond to them at any of the RCHSD or HC facilities. They will be able to do so while maintaining a positive and professional voice and demeanor in a hectic, busy and sometimes stressful environment. Comprehension and retention of large and complex amounts of new information is required. Meeting minimum service level agreements is essential to the success of the incumbent and the team as a whole. Other duties may be assigned as required by business need. The incumbent will spend 80% of his/her time managing end user experiences or devices. The remaining time will be spent in individual or team projects, like new system deployment, assistance with large application go-live activities (Epic upgrades) and the introduction of new technology.
