IT End User Support Associate

Fairview Health Services-posted about 1 year ago
Full-time • Entry Level
Minneapolis, MN
Ambulatory Health Care Services
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The IT End User Support Associate at Fairview Health Services is responsible for providing 1st and 2nd-level technology support to ensure the smooth operation of critical business components. This role emphasizes strong communication, problem-solving, and customer service skills to assist end-users with their technology needs, including the procurement, configuration, installation, and troubleshooting of various computing devices and applications.

  • Provide best-in-class customer service to meet the desktop technology needs of end-users.
  • Take ownership of technical issues while maintaining high client satisfaction through effective communication and prompt resolutions.
  • Resolve escalated requests from the Service Desk regarding Endpoint issues via telephone, email, and desk-side support.
  • Execute and support the imaging, installation, deployment, or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, IP phones, and peripherals.
  • Manage thorough and timely set-up of computing equipment for new and existing end-users.
  • Coordinate with other technology teams to ensure prompt resolution of IT issues.
  • Document, track, and monitor requests/problems and actions per defined processes.
  • Provide first level cabling configuration and support for network and phone issues.
  • Participate in small-to-medium-sized initiatives as necessary.
  • Identify, create, implement, and maintain best-in-class processes for Endpoint activities.
  • Provide technical and process expertise to other team members as necessary.
  • Champion established processes and policies across technology and the business.
  • Participate in on-call rotation outside of normal business hours if required.
  • Perform work at multiple Fairview sites and transport equipment as needed.
  • 1 year of directly applicable IT support experience (Service Desk or Hardware Support).
  • Education in Information Technology Program Certificate or equivalent work experience.
  • Reliable personal transportation to perform work at multiple sites during a scheduled shift.
  • Strong customer service skills.
  • Strong oral and written communication skills.
  • Strong prioritization and problem-solving skills.
  • Team-oriented with strong interpersonal skills.
  • Proven ability to act with urgency while maintaining professionalism.
  • Associate's degree or equivalent work experience with a focus on Information Technology/Systems.
  • 1 year of experience in an enterprise (10,000+ users) or healthcare environment.
  • Knowledge of supporting iOS and Android devices.
  • Familiarity with IT ticketing systems such as ServiceNow.
  • Knowledge of IP phones.
  • A+, Network certification.
  • 403(b) matching
  • Health insurance
  • Dental insurance
  • Paid time off
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