End User Computing Technician II

Nevada System of Higher Education•Chicago, IL

5d•$31 - $48•Hybrid

About The Position

The End User Computing II provides onsite technical support for all hardware platforms in use at Endeavor including desktops, laptops, printers, smart phones, other mobile devices, and peripherals that support clinical and business workflows The Analyst partners with the Applications, Network, Clinical Informatics, Nursing Informatics, and other teams to provide high level troubleshooting and collaboration. The Analyst works issues escalated by Service Desk Analysts, Service Desk leadership, and End User Computing II. This individual enables all Endeavor Health (Endeavor) team members to work effectively across desktops, laptops, mobile devices, and virtual environments by ensuring a secure, reliable, and consistent end user technology experience. The incumbent maintains accurate records in incident management and inventory systems, requiring strong problem-solving skills and a degree of creativity. As a customer-facing role, maintains a high degree of professionalism and regularly engages with customers; they should be seen as trusted partners. The role is a liaison between customers and the broader IT organization. In this capacity, is present and engaged with their customers by proactively rounding, attending safety huddles as needed, remaining apprised of current activity at the customer site, etc. This role also actively participates and assists in leading large scale hardware deployment activities. The incumbent collaborates with other IT team members and customers to continually improve the digital workplace environment. Possessing a strong understanding of ITIL terminology and the healthcare environment is a plus. To be successful in this role, you will be expected to remain current on the latest solutions and technologies and remain wellinformed of customer concerns and needs. This role requires a balance of strong technical skills, particularly as it relates to triaging technical issues, and strong interpersonal skills to serve as the face of IT to our customers. This level is expected to have very strong technical skills and be able to form strong relationships with our customers. Customers should seek out the incumbent as a trusted partner and technical resource. They should also serve as mentors to those in the level I.

Requirements

Associates Degree
Five (5) or more years of experience in a technology role or customer service support role
Excellent verbal and written skills essential for providing positive customer service and good communication.
Strong customer service skills with the ability to manage challenging customers and situations professionally and courteously.
Ability to apply common sense understanding to carry out written or oral instructions.
Ability to read, write, and comprehend detailed instructions, short correspondence, and memos.
Personal and ethical accountability
Demonstrates analytical and critical thinking for problem solving and issue resolution.
A lean towards curiosity, out of the box thinking, and innovative solution development.
A valid driver’s license is required if the incumbent is selected to perform related duties at an off-site location. If the incumbent uses their personal vehicle, the incumbent must maintain automobile liability coverage as required by law and evidence of such coverage may be requested.

Nice To Haves

Possessing a strong understanding of ITIL terminology and the healthcare environment is a plus.

Responsibilities

Owns the entire device lifecycle management process from deployment to support, replacement, and retirement.
Works independently, serves as an escalation point for level I, and leads small initiatives.
Manages process consistent with industry best practice terminology (e.g., ITIL), Endeavor specific requirements, and sound professional judgment.
Analyzes, prioritizes, responds, and resolves service requests in a timely manner, and according to Service Level Agreements (SLAs) and established IT support procedures.
Resolves incoming service requests with the assistance of Endeavor systems, IT Support manuals, other Endeavor staff, Endeavor vendors, and uses troubleshooting and analytical skills to diagnose, test, and repair.
Ensures IT environment is working optimally and meeting customer needs. Proactively reports any gaps in environment performance or lack of meeting customer needs and begins resolving as appropriate.
Maintains ownership of all assigned service requests until they are resolved or escalated to the appropriate Endeavor staff or Endeavor vendor for resolution; escalates service requests appropriately according to IT support standards.
Promptly updates ServiceNow on progress on assigned service requests. Effectively communicates status with customers and properly documents the status according to Endeavor documentation procedures.
Utilizes knowledge gained by engaging with customers through rounding, attending safety huddles, ad hoc conversations, etc. to anticipate needs and proactively addresses.
Provides desktop hardware and software support, including but not limited to: Moves, Adds or Changes (MAC), installation, deployment, implementation, swap out, updating, configuration, and re-configuration of equipment. Performs advanced troubleshooting and may specialize in certain technologies.
Delivers high quality customer service as both a technical resource and a liaison to the IT organization.
Supports projects such as construction, system implementations, upgrades, maintenance, and retirements. Completes assigned tasks within project timelines
Serves as a supportive team member and takes on call per posted schedule.
Mentors Associate Analysts and coordinates small groups.
Other duties as assigned.