End User Support Technician PSJH
Employment Type: Full-Time
Providence St. Joseph Health is calling an End User Support Technician PSJH to our location in Everett, WA.We are seeking an End User Support Technician PSJH to serve as the primary point of support to resolve customers' issues, fulfill requests for information technology services, and facilitate technical project deployments. End User Support team members must deliver timely and accurate Information Technology support and services to all Providence St. Joseph Health caregivers, partners, and customers while maintaining a focus on positive customer service experience.In this position you will have the following responsibilities:* Demonstrate PSJH core values of respect, justice, compassion, stewardship, and excellence to customers, employees, and visitors; and provide quality service in the performance of work assignments and duties.* Maintain established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.* Provide high quality end user support and services while providing excellent Customer Service to all PSJH employees and partners.* Assign tickets to all other IS disciplines, and document all activity while communicating appropriate status to the end user appropriately to EUS standards.* Repair, replace, and update PSJH Workstations, Tablets and other computing hardware.* Repair, replace, and update PSJH Phones, Smartphones and other mobile computing devices.* Repair, replace, and update PSJH printers and related hardware.* Repair, replace, and update PSJH computing accessories.* Install applications as directed.* Work with all PSJH IS organizations to accommodate customer issues and requests, and follow them through to completion.* Ensure critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution.* Ensure customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with a positive experience.* Adhere to documented standards, policies and procedures for documentation, ticketing processes, and handling expectations. Operating within the desktop EUS SLA's.* Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IS organizations (both PSJHS and vendors) during ticket handoff in order to minimize customer interruptions and avoid duplicate information requests.* Ability to participate in the assigned 'on-call' rotation for 24/7 - 7 days a week support. Must be able to own transportation to and from various assigned work locations.* Perform other Duties as Assigned.* Remain calm and professional under pressure, high ticket volume, and major events that impact the customers.* Develop and maintains solid working relationships with all impacted users within the areas that they support.* Ability to escalate any problems and issues in a timely manner, knowing when to and who to escalate problems to within your team.* Work collaboratively across the business to build partnerships strengthening customer support satisfaction.* May need to travel up to 50% of work schedule.* Ability to support PH&S supplied video equipment and audio visual meeting equipment.* Triage customer issues and requests through various tools, troubleshooting and resolving end-user technology issues.* Work directly with CSE/Desktop Engineering and other IS organizations to provide feedback and testing results on computer images to ensure stable computing environments.* Recommend process, policy or procedure additions and modifications to Service Desk knowledgebase to ensure the information for troubleshooting issues and proven resolutions are repeatable by all support teams. Assist with resolving these issues with new process improvements.* Provide a consistent focus on continuous process improvement for the Technology Service & Operations team.* Develop and maintain technical documentation associated with troubleshooting customer hardware and software issues.* Work with many different IS support organizations within Providence IS as well as vendors. Continues to own ticket resolution to the satisfaction of the user, regardless of the numbers of handoffs between organization.* Knowledge and understanding of the pertinent technical and application environment across the entire Providence enterprise.* Active Directory group administration, basic user level account permissions.* Print server administration.* Ability to lead projects that involve the EUS teams and work assigned to those projects to be completed by EUS teams.* Local Data Center Hands-On Support.* Provide spot end-user training as necessary.Required qualifications for this position include:* 2 years of experience in technical support or at least one (1) current certification in technology related field.Preferred qualifications for this position include:* Experience deploying and supporting telephony devices.* Associate's Degree in IT or IT related equivalent.* Bachelor's Degree in Computer Science, Electrical Engineering, Information Systems or related discipline.* Current certification A , Network , CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MCDBA.NOTE: This role requires on-site work at the hospital - remote is not an option.About the department you will serve.Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.