CommonSpirit Health - Salt Lake City, UT
posted 2 months ago
Full-time - Mid Level
Salt Lake City, UT
501-1,000 employees
Hospitals
About the position
The position is part of the End User Services (EUS) Regional Growth Support Team at CommonSpirit Health, responsible for project implementation that supports national and regional growth strategies. The role involves on-site and remote installation, maintenance, troubleshooting, and repair of desktop, notebook, and mobile PC workstations, printers, and associated peripherals. The incumbent will respond to incidents and problems, fulfill requests, and understand the business implications of hardware and system issues. The position requires moderate travel, up to 50%, between sites within the home region and adjacent CommonSpirit Health locations.
Responsibilities
- Work on multiple projects as a project team member and act as a subject matter expert (SME) in one or more areas.
- Provide smart hand support for Network, Server, Telecom, and Cyber teams.
- Maintain the device asset management system and knowledge management systems to capture knowledge and work processes.
- Assist with EUS asset management inventory processes.
- Support Infrastructure teams and engineers to test updates and upgrades as well as proof of concept or pilot programs before deployment.
- Identify areas of best practice or lack of standards and support in remediation and/or change management.
- Provide desktop hardware deployment and implementation of low to medium complexity programs or projects and support for the user community with high complexity.
- Oversee an EUS team to ensure project, customer, and production support needs are achieved.
- Diagnose and resolve highly complex issues and provide guidance to other team members.
- Lead team in problem resolution activities and work with leadership to develop strategies for problem reporting and resolution.
- Respond to incidents, diagnose and resolve complex problems, and provide guidance to other team members.
- Contribute to knowledge management database for problem reporting and resolution and escalate issues when necessary.
- Integrate with problem management and perform root cause analysis when necessary.
- Participate in on-call rotation and provide on-call support.
- Exhibit knowledge of advanced desktop services skills and work closely with cross-functional IT teams on complex issues.
- Build solid understandings of processes, procedures, and CommonSpirit Health standards.
- Assist in the development of Operational Level Agreements (OLAs) and monitor deviations, escalating issues to more senior team members.
- Interact daily with the user community and work collaboratively with multiple business and IT stakeholders regarding project support, incident management, request fulfillment, and problem management.
- Develop new or modify existing policies and demonstrate potential leadership qualities through team motivation, coaching, and mentoring.
Requirements
- Associates degree or technical institute degree/certificate or 5-6 years relevant experience is required.
- 5-6 years of experience in the service industry.
- 1-2 years of lead role experience.
- Advanced customer service skills required.
- Proficient in Windows operating system environment, network printing systems, and Microsoft Office modules.
- Google Suite experience is preferred.
- Healthcare experience strongly preferred.
Nice-to-haves
- Experience with healthcare IT systems.
- Knowledge of asset management processes.
Benefits
- Medical/Dental/Vision
- FSA
- Dependent Care Spending Account
- Life Insurance
- Short and Long-term Disability
- 401k match
- Paid Time Off
- Wellness Program
- Tuition Reimbursement
- Accidental Insurance
- Critical Illness Insurance
- Identity Theft Protection
- Employee Assistance Program
