IT End User Services Specialist

CommonSpirit Health•Colorado Springs, CO

2d•Onsite

About The Position

Members of the End User Services (EUS) Technical Support team are responsible for on-site and/or remote installation, maintenance, troubleshooting and/or repair of desktop, notebook and mobile PC workstations, printers, and associated peripherals. Responsibilities include responding to incidents and problems, and fulfilling requests. They also understand the business implications of computer hardware and system issues allowing them to appropriately set incident severity levels. They can troubleshoot a wide variety of technical problems and engage parties in other areas of IT to address problems. The EUS team member understands the technical infrastructure and requirements of the hardware in their respective area and how it aligns to enterprise infrastructure standards. They also are responsible for understanding and supporting aspects of the integration of desktop systems with other systems in the enterprise. The EUS team member monitors the performance of desktop hardware and maintains a secure environment. Professionals in this job family understand the Key Performance Indicators (KPIs) that identify the success of the services they provide and continually strive for improvements to operational efficiencies and seek to continually add value to the services delivered to the user community. As an IT End User Services Specialist, you will: 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.

Requirements

Associates degree or technical institute degree/certificate, required
4-6 years relevant experience, required
Advanced customer service skills
Proficient in Windows operating system environment, network printing systems and Microsoft Office modules

Nice To Haves

Healthcare experience, preferred

Responsibilities

On-site and/or remote installation, maintenance, troubleshooting and/or repair of desktop, notebook and mobile PC workstations, printers, and associated peripherals.
Responding to incidents and problems, and fulfilling requests.
Understanding the business implications of computer hardware and system issues allowing them to appropriately set incident severity levels.
Troubleshooting a wide variety of technical problems and engaging parties in other areas of IT to address problems.
Understanding the technical infrastructure and requirements of the hardware in their respective area and how it aligns to enterprise infrastructure standards.
Supporting aspects of the integration of desktop systems with other systems in the enterprise.
Monitoring the performance of desktop hardware and maintaining a secure environment.
Understanding the Key Performance Indicators (KPIs) that identify the success of the services they provide and continually striving for improvements to operational efficiencies and seeking to continually add value to the services delivered to the user community.
Providing desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or providing support for the user community with high complexity.
Performing troubleshooting for highly complex hardware, software and system problems for multiple device types.
Working on multiple projects as a project team member.
Acting as a subject matter expert in one or more areas.
Working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes.
Responding to incidents, diagnosing and resolving complex problems and providing guidance to other team members.
Contributing to knowledge management database for problem reporting and resolution.
Escalating issues when necessary.
Integrating with problem management and performing root cause analysis when necessary.
Responding to customer requests of high complexity.
Interacting with the customers in a courteous and professional manner.