IT End User Services Specialist

CommonSpirit Health•Sacramento, CA

About The Position

As an IT End User Services Professional, you will provide technical support to staff, ensuring the smooth operation of their hardware, software, and IT services. Every day you will diagnose and resolve technical issues for various devices and applications, install/configure equipment, provide user training, and manage support tickets. To be successful, you will demonstrate strong troubleshooting skills, a comprehensive IT understanding, and excellent customer service, ensuring high end-user productivity and satisfaction. Provides the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity. Performs troubleshooting for highly complex hardware, software and system problems for multiple device types. Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas. Responsible for working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes. Responds to incidents, diagnoses and resolves complex problems and provides guidance to other team members. Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary. Integrates with problem management and performs root cause analysis when necessary. Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner. Perform walks with cable vendors to identify location of new Cat6 ethernet cable drops. Attendance required in daily 15 minutes morning team operational meetings and weekly one hour team meetings.

Requirements

Associates degree or technical institute degree/certificate and 4-6 years relevant experience
Excellent customer support skills needed to assist users who may not be technically proficient in an Healthcare environment
Comfortable with working in IT data closets like an Intermediate Distribution Frame (IDF) or Main Distribution Frame (MDF)
Experience with connecting data cables to patch panels and network switches
Experience upgrading Windows Operating System computers to version 11.0

Nice To Haves

Healthcare experience
Experience with Google Workspace tools and Service Now IT Ticketing application is preferred

Responsibilities

Provide technical support to staff, ensuring the smooth operation of their hardware, software, and IT services
Diagnose and resolve technical issues for various devices and applications
Install/configure equipment
Provide user training
Manage support tickets
Provide desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects
Provide support for the user community with high complexity
Perform troubleshooting for highly complex hardware, software and system problems for multiple device types
Work on multiple projects as a project team member
Act as a subject matter expert in one or more areas
Work with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes
Respond to incidents, diagnose and resolve complex problems and provide guidance to other team members
Contribute to knowledge management database for problem reporting and resolution
Escalate issues when necessary
Integrate with problem management and perform root cause analysis when necessary
Respond to customer requests of high complexity
Interact with the customers in a courteous and professional manner
Perform walks with cable vendors to identify location of new Cat6 ethernet cable drops
Attend daily 15 minutes morning team operational meetings and weekly one hour team meetings
Submit orders to purchase appropriate computer hardware, mobile carts, applications, and peripherals
Proactively round departments to identify and resolve IT issues, and maintaining devices in an optimal state
Document status of devices in the Hardware Asset Management (HAM) tracking tool