IT End User Services Specialist
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. Exhibits knowledge of advanced desktop services skills. Ability to work closely with crossfunctional IT teams on complex issues. Works collaboratively (in-person and remotely) with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery. Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.
Requirements
- Associates degree or technical institute degree/certificate or 4-6 years relevant experience is required.
- 4-6 years of experience in the service industry.
- Advanced customer service skills required.
Nice To Haves
- Google Suite experience preferred.
- Healthcare experience strongly 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.
- Continually striving for improvements to operational efficiencies and seeking to continually add value to the services delivered to the user community.
- Working closely with crossfunctional IT teams on complex issues.
- Working collaboratively (in-person and remotely) with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery.
- Demonstrating potential leadership qualities through team motivation, coaching, and mentoring.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
