End User Specialist

Responsibilities

• Provides the desktop hardware deployment and implementation of low to medium complexity and cross-functional programs or projects.
• Supports the user community with high complexity troubleshooting for highly complex hardware, software, and system problems for multiple device types.
• Works on multiple projects as a project team member.
• Acts as a subject matter expert in one or more areas.
• Responds to incidents, diagnoses, and resolves complex problems and provides guidance to other team members.
• Contributes to knowledge management database for problem reporting and resolution.
• Escalates issues when necessary.
• Integrates with problem management and performs root cause analysis when necessary.
• Responds to customer requests of high complexity.
• Interacts with the customers in a courteous and professional manner.
• Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes.
• Provides feedback on technical process issues to improve overall service delivery.
• Participates in local and enterprise projects of low to moderate complexity.
• May coach and advise other team members.
• Participates in on-call rotation and provides on-call support.
• Exhibits knowledge of advanced desktop services skills.
• Works closely with cross-functional IT teams on complex issues.
• Continues to build solid understanding of processes, procedures, and CommonSpirit Health standards.
• May assist in the development of Operational Level Agreements (OLAs).
• Maintains awareness of deviations and escalates issues to more senior team members.
• Day-to-day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment, Problem Management, and Project delivery on small to medium size projects.
• Understands and adheres to policies and procedures.
• Develops new or modifies existing policies.
• Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.

Qualifications

Requires a minimum of 3 years of relevant experience in IT support, with a focus on desktop hardware and software troubleshooting. Must have strong problem-solving skills and the ability to work independently and as part of a team. Proficiency in Microsoft Windows operating systems, network troubleshooting, and basic hardware diagnostics is required. Familiarity with common IT tools and software such as Microsoft Office, Remote Desktop, and network monitoring tools is essential. Strong communication and interpersonal skills are necessary to interact effectively with users and other IT professionals. A bachelor's degree in Computer Science, Information Technology, or a related field is preferred but not required.