Senior End User Services Specialist
Company: Catholic Health Initiative
Location: Santa Maria
Posted on: June 7, 2021
CommonSpirit Health was formed by the alignment of Catholic
Health Initiatives (CHI) and Dignity Health. With more than 700
care sites across the U.S. & from clinics and hospitals to
home-based care and virtual care services CommonSpirit is
accessible to nearly one out of every four U.S. residents. Our
world needs compassion like never before. Our communities need
caring and our families need protection. With our combined
resources CommonSpirit is committed to building healthy communities
advocating for those who are poor and vulnerable and innovating how
and where healing can happen both inside our hospitals and out in
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 expertise and direction in
the implementation of highly complex / enterprise wide cross
functional programs or projects. May lead team to resolution of
highly complex problems.
- Leads the team in troubleshooting of highly complex hardware,
software and system problems.
- Works or coordinates on multiple projects, engaged in
enterprise wide projects as a team member, sometimes a team leader.
Acts a subject matter expert for multiple areas.
- Responsible for working with and leading the business and other
IT areas in the support, maintenance and deployment of desktop
hardware as well as information support processes.
- Oversees the EUS team to ensure customer and production support
needs are achieved. Diagnoses and resolves highly complex issues
and provides guidance to other team members. Leads team in problem
resolution activities. Works with leadership to develop strategies
for problem reporting and resolution to be used by both the
customer and team.
- Responds to customer requests of high complexity, typically
requiring high-level customer service to facility administration
and/or VIPs. Interacts with customers and business stakeholders in
a courteous and professional manner. Generates activity and status
reports. Oversees the request fulfillment functions of the
- Ensures the accuracy of information input in the device asset
management system. Oversees the team knowledge management
contributions and identification of critical knowledge,
availability and use.
- Leads the team in assigning issues, troubleshooting,
purchasing, and deployment of new devices, upgrades, fixes and new
installations. Works with Site Directors and project leaders to
staff and execute moderate to highly complex, enterprise solutions.
Serves as an escalation and issue resolution point for team
members. Coordinates with facility and IT leadership regarding
readiness and delivery issues.
- Possesses a deep knowledge of all aspects of desktop services,
utilizes advanced principles to deliver End User support to their
customers and to advice and mentor team members. Extensive
understanding of CommonSpirit Health processes, policies,
procedures and standards, and ensures team compliance.
- Interfaces with customers on Operational Level Agreements
(OLAs) and monitors and reports on deviations. Ensures proper
monitoring and reporting of OLA deviations.
- Day to day interactions with user community and works
consistently with all levels of the Business and IT Stakeholders as
it relates to Incident Management, Request fulfillment, Problem
Management and Project Delivery of medium to highly complex
enterprise scale projects. Seeks opportunities for improvement in
adherence to OLA's and Customer Satisfaction.
- Understanding and adherence to policies and procedures. Ensures
team understanding and adherence to those policies and
- Demonstrates leadership through team motivation, coaching,
mentoring, and delegating.
- Associates degree or technical institute degree/certificate or
4-6 years relevant experience is required.
- 4-6 years of experience in the service industry.
- Healthcare experience strongly preferred.
- Advanced customer service skills required.
- Proficient in Windows operating system environment, network
printing systems and Microsoft Office modules.
Keywords: Catholic Health Initiative, Santa Maria , Senior End User Services Specialist, Other , Santa Maria, California
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