IT Endpoint Support Tech

OhioHealth • Williamstown, KY

22h • Onsite

About The Position

The IT Endpoint Support Technician reports to the Manager, IT Endpoint Support and Service. They serve as an on-site support technician (Tier 1 & 2) and physically located within various OhioHealth facilities. The primary focus of this position is to provide end user support and issue resolution with a focus on customer service seeking to achieve successful outcomes while removing friction from our users. They focus on the successful resolution of all IT support activities. They participate in training to enhance their ability to execute their job responsibilities. The IT Endpoint Support Tech may also be asked to perform installation and or relocation of endpoint equipment at times. They also participate in organizational-wide on-call rotations for endpoint support related high priority issues.

Requirements

• High School or GED (Required)
• 1 year prior experience working in an Information Technology/Support field, healthcare environment preferred, with a demonstrated ability to provide excellent customer service skills or completion of the CompTIA A+ Certification.
• ITIL Foundation certified or will work towards completion within 1 year of hiring date.
• Basic knowledge related to PCs, mobile devices, software, endpoint operating systems, accessories / peripherals, including printers, as well as remote connectivity tools.
• Working knowledge of information security principles and practices.
• Basic knowledge of macros, templates, and scripts that modify desktop software/hardware environment.
• Basic knowledge supporting and providing end user assistance with MS Office applications.
• Ability to communicate effectively with individuals at all levels in the organization.
• Demonstrated time management skills with ability to prioritize work and hold to a schedule of events.
• Ability to work independently with some supervision or as part of a collaborative team.

Nice To Haves

• Knowledge of Service-Now, Microsoft Configuration manager, and Configuration Management Data Base (CMDB)is a plus.
• Bachelor’s Degree in Information Technology/Support field, CompTIA A+ Certification, Microsoft Certified Professional (MCP).
• Knowledge of Service Level Management activities and how they integrate with the ITIL Service Support Processes.
• Experience in a similar size IT environment, 35,000 devices and users.

Responsibilities

• Provide technical support for a given site.
• Address user incidents and requests as assigned.
• Works with other site technicians to assist team with closure of tasks and requests as needed.
• Drafts and/or collaborates on knowledge-based articles as needed to ensure support consistency throughout the enterprise.
• Leverage knowledge-based articles for resolution of all issues and tasks to ensure consistency throughout the enterprise.
• Participates in training as new associates and whenever provided as new technology solutions are introduced.
• Provides input to continuous improvement opportunities as they are identified.
• Is an ambassador for IT at the site assigned.
• Works to develop relationships with campus personnel.
• Performs regular rounding to all departments at site.
• Frequently received feedback from customer satisfaction surveys to understand where continuous improvement opportunities exist.
• Works with the Manager and Sr Technicians to refine their customer service skills and recommended areas for improvement.
• Attends customer service skills training as provided.
• Participates in periodic team meetings to establish ongoing communication and collaboration within team and consistency throughout the enterprise.
• Attend other meetings as requested to represent the team.
• As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.

Benefits

• We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.
• OhioHealth is recognized as a Great Place to Work CertifiedTM organization.
• The Great Place to Work® is a global authority on high-trust, high-performance workplace cultures. This recognition is one measure of our success in achieving a part of our vision ̶ to be an organization "where people want to work."

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees