IT End User Services Technician

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.

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. Responsibilities include responding to incidents and problems, and fulfilling
requests. They also understand the business implications of computer hardware and system issues allowing
them to appropriately set incident severity levels. They can troubleshoot a wide variety of technical problems
and engage parties in other areas of IT to address problems. The EUS team member understands the technical
infrastructure and requirements of the hardware in their respective area and how it aligns to enterprise
infrastructure standards. They also are responsible for understanding and supporting aspects of the integration
of desktop systems with other systems in the enterprise. The EUS team member monitors the performance of
desktop hardware and maintains a secure environment. Professionals in this job family understand the Key
Performance Indicators (KPIs) that identify the success of the services they provide and continually strive for
improvements to operational efficiencies and seek to continually add value to the services delivered to the user
community.

Provides desktop hardware support for the user community. Works on multiple functional systems that tend to
be of moderate to high complexity.
Performs troubleshooting for moderate to high complex hardware, software and system problems. Acts as
subject matter expert for at least one device type.
May be assigned to one or more projects as a project team member.
Responsible for desktop hardware support to the user community for functional area(s) and ensure reliability of
the devices.
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.
Responds to customer requests received via the Service Management application. Fulfills requests of moderate
to high complexity. Interacts with the customers in a courteous and professional manner.
Assists in the maintenance of and enters appropriate data into the device asset management system and the
knowledge management systems to capture knowledge and work processes.

Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers
and peripherals, including purchasing and deployment of new devices. Identifies potential issues that could
adversely impact end-user experience and takes corrective action. Participates in low complexity local and
enterprise projects. Participates in on-call rotation and provides on-call support.
Performs proactive maintenance on devices. Participates in the “smart hands” program to assist other IT
functional areas when needed.
General knowledge of Operational Level Agreements (OLAs) and always works within those metrics.
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.
Understanding and adherence to policies and procedures. Contributes to new or modified policies.
Provides guidance, training and problem solving assistance to other team members.
The job summary and responsibilities listed above are designed to indicate the general nature of the work
performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all
job responsibilities required of employees assigned to this job. Employees may be required to perform other
duties as assigned.

2-4 years of experience in the service industry Required and Associates
Other upon hire Preferred or technical institute degree, certification of
educational course completion; upon hire and Healthcare experience Preferred