Job Summary / Purpose

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. The EUS team member monitors the performance of desktop hardware, maintains a secure environment, continually strives for improvements to operational efficiencies and seeks to continually add value to the services delivered to the user community.

Essential Key Job Responsibilities

• Performs troubleshooting for moderate to high complexity hardware, software and system problems. Acts as subject matter expert for at least one device type.
• Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity. Utilizes previous experience to reach resolution and will contribute to knowledge management system(s). Escalates issues when necessary.
• Identifies potential issues that could adversely impact end-user experience and takes corrective action.
• Participates in on-call rotation and provides on-call support.
• Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management.

• Associates degree or technical institute degree/certificate preferred.
• 2-4 years of experience in the service industry.
• Solid customer service skills required.
• Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules.
• Healthcare experience preferred.
• Google Suite experience preferred.