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End User Support Technician

Company: TEKsystems, Inc
Location: Richland
Posted on: January 12, 2021

Job Description:

Description:This End User Support Technician serves 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 a positive customer service experience. The essential functions include the following: Provides high-quality end-user support and services while providing excellent Customer Service to all PSJH employees and partners. Assigns 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. Installs applications as directed. Works with all PSJH IS organizations to accommodate customer issues and requests, and follow them through to completion. Ensures critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution. Ensures customer requests for service are handled in a manner that promotes high customer satisfaction and provides customers with a positive experience. Adheres 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.Additional Details. 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. Performs other Duties as Assigned. Remains calm and professional under pressure, high ticket volume, and major events that impact the customers. Develops 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. Works 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 audiovisual meeting equipment. Triages customer issues and requests through various tools, troubleshooting and resolving end-user technology issues. Works directly with CSE/Desktop Engineering and other IS organizations to provide feedback and testing results on computer images to ensure stable computing environments. Recommends 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. Assists with resolving these issues with new process improvements. Provides a consistent focus on continuous process improvement for the Technology Service & Operations team. Develops and maintains technical documentation associated with troubleshooting customer hardware and software issues. Works 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 number of handoffs between organizations. 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. Provides spot end-user training as necessary.About TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: TEKsystems, Inc, Richland , End User Support Technician, Professions , Richland, Washington

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