IT End User Services Specialist

This position is located at St. Joseph's, 2724 Kock St, Bryan TX 77802.

About the role

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. Exhibits knowledge of advanced desktop services skills. Ability to work closely with crossfunctional IT teams on complex issues. Works collaboratively (in-person and remotely) with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery. Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.

Responsibilities

• On-site and/or remote installation, maintenance, troubleshooting, and repair of desktop, notebook, and mobile PC workstations, printers, and associated peripherals
• Respond to incidents and problems, and fulfill requests
• Set incident severity levels based on business implications of computer hardware and system issues
• Troubleshoot a wide variety of technical problems and engage other IT teams as needed
• Understand and support the integration of desktop systems with enterprise systems
• Monitor desktop hardware performance and maintain a secure environment
• Work collaboratively with Business and IT stakeholders on Incident Management, Request fulfillment, Problem Management, and Project delivery
• Strive for operational efficiency improvements and add value to services delivered to the user community
• Demonstrate leadership through team motivation, coaching, and mentoring

Requirements

• Associates degree or technical institute degree/certificate or 4-6 years relevant experience
• 4-6 years of experience in the service industry
• Advanced customer service skills
• Google Suite experience preferred
• Healthcare experience strongly preferred

About the organization

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.

Pay

$27.36 - $40.70 /hour