End User Support Specialist

About the role

Performs IT end user device configuration, installation, support, maintenance and troubleshooting at the desk side or remotely for all employees and clients. Responsible for analyzing, designing and implementing solutions for the desktop environment. Develop recommendations for end users and management, and implementation. Has knowledge of commonly used concepts, practices and procedures within desktop and technology fields. Has strong organizational skills and is able to meet tight deadlines as well as coordinate, prioritize and communicate project statuses. Manages multiple issues and projects with excellent multitasking skills. Must be self-motivated and able to work independently or with a team. Accountable for consistently delivering excellent customer service.

Essential Job Functions

• Works incident and service requests to completion for all employees and clients of Kootenai Health in person at the desk side, using a remote tool or over the phone
• Collaborates and works well with others IT Teams
• Provide support for desktops, laptops, thin clients and mobile devices
• Install, configure and troubleshoot printers, scanners, label printers, and other peripheral devices
• Respond to and resolve incidents and service requests in a timely manner, maintaining high customer satisfaction
• Assist users with common healthcare and business applications, including basic troubleshooting and escalation as needed
• Deploy and configure operating systems and standard software packages
• Maintain inventory of hardware and peripherals; assist with lifecycle management
• Ensure adherence to HIPAA and organizational security standards
• Document solutions and maintain knowledge base articles for recurring issues
• Collaborate with network, server and application teams for escalated issues
• Complete assigned project work, on time and with the highest level of quality

Minimum Qualifications

Education: Associate degree in Information Technology or related field (or equivalent experience)

Experience: Minimum 2 years in desktop/end-user support, preferably in healthcare. Strong Knowledge of Windows OS, Microsoft Office Suite, and common healthcare applications. Familiarity with Active Directory, remote support tools, and ticketing systems.

Skills: Excellent communication and customer service skills. Ability to manage multiple priorities in a fast-paced environment. Strong problem-solving and analytical skills.