IS Customer Support Technician - Onsite

Description

Providence is seeking a IS Customer Support Technician who:

Serves as the primary point of support to resolve customers' issues, fulfill requests for information technology services, and facilitate technical project deployments. End User Support team members must deliver timely and accurate Information Technology support and services to all Providence St. Joseph Health caregivers, partners, and customers while maintaining a focus on positive customer service experience.

In this position you will:

• Maintains established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.
• Provides high quality end user support and services while providing excellent Customer Service to all PSJH employees and partners.
• Assigns tickets to all other IS disciplines, and document all activity while communicating appropriate status to the end user appropriately to EUS standards.
• Repair, replace, and update PSJH Workstations, Tablets and other computing hardware.
• Repair, replace, and update PSJH Phones, Smartphones and other mobile computing devices.
• Repair, replace, and update PSJH printers and related hardware.
• Repair, replace, and update PSJH computing accessories.
• Installs applications as directed.
• Works with all PSJH IS organizations to accommodate customer issues and requests, and follow them through to completion.
• Ensures critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution.
• Ensures customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with a positive experience.
• Adheres to documented standards, policies and procedures for documentation, ticketing processes, and handling expectations. Operating within the desktop EUS SLA's.
• Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IS organizations (both PSJHS and vendors) during ticket hand-off in order to minimize customer interruptions and avoid duplicate information requests.
• Ability to participate in the assigned "on-call" rotation for 24/7 - 7 days a week support. Must be able to own transportation to and from various assigned work locations.
• Remains calm and professional under pressure, high ticket volume, and major events that impact the customers.
• Develops and maintains solid working relationships with all impacted users within the areas that they support.
• Ability to escalate any problems and issues in a timely manner, knowing when to and who to escalate problems to within your team.
• Works collaboratively across the business to build partnerships strengthening customer support satisfaction.
• May need to travel up to 50% of work schedule.
• Ability to support PH&S supplied video equipment and audio visual meeting equipment.
• Triages customer issues and requests through various tools, troubleshooting and resolving end-user technology issues.
• Works directly with CSE/Desktop Engineering and other IS organizations to provide feedback and testing results on computer images to ensure stable computing environments.
• Recommends process, policy or procedure additions and modifications to Service Desk knowledgebase to ensure the information for troubleshooting issues and proven resolutions are repeatable by all support teams. Assists with resolving these issues with new process improvements.
• Provides a consistent focus on continuous process improvement for the Technology Service & Operations team.
• Develops and maintains technical documentation associated with troubleshooting customer hardware and software issues.
• Works with many different IS support organizations within Providence IS as well as vendors. Continues to own ticket resolution to the satisfaction of the user, regardless of the numbers of hand-offs between organizations.
• Knowledge and understanding of the pertinent technical and application environment across the entire Providence enterprise.
• Active Directory group administration, basic user level account permissions.
• Print server administration.
• Ability to lead projects that involve the EUS teams and work assigned to those projects to be completed by EUS teams.
• Local Data Center Hands-On Support.
• Provides spot end-user training as necessary.
• Travel - Must be able to travel efficiently to all PSJH sites within scope of assignment.

Job Specific Knowledge, Skills and Abilities:

• Basic knowledge of monitoring software and call tracking systems.
• Basic knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications, remote access, and VPN.
• The ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment.
• Strong customer focus skills.
• Clearly document ticket progress and ticket closure details using standard PSJH tool-set.
• Closet patching.
• UPS deployment and maintenance.
• Working knowledge of the latest version of Internet Explorer, Windows and Mac Operating System, Office, and TCP/IP network, hardware configuration, including PC's, printers, and other peripherals.
• Able to support MAC's (device Move, Adds & Changes) and document updates in our asset management application per system standards.
• Proven ability to develop effective working relationships at all organizational levels.
• Significant knowledge of Microsoft's latest version of Internet Explorer, Operating System, Office, basic UNIX, and TCP/IP network, hardware configuration, including PC's, printers, and other peripherals. Advanced knowledge of Outlook and Outlook Web access.
• Basic knowledge of virtual computing environments (e.g. Citrix, VMware).
• The ability to work in and through challenging situations with both internal and external customers.
• Advanced knowledge of remote control tools to remotely resolve customer issues.
• Advanced knowledge of smart phones, and tablets.
• Knowledge of Directory Services and Authentication processes.
• Ability to utilize imaging processes and identify improvements to processes.
• Network LAN switch port configuration.
• Demonstrated long and short-range planning skills and the ability to implement them in day to day operations and projects.
• Customer Focused - The customer must always be at the forefront of work efforts.
• Communications - It is vital to communicate, whether listening to the customer's wants in order to understand what to do for them, to give information to them that they need, or discussing issues with team members.
• Learning - Can quickly learn new information as needed, whether it is knowledge required for solving a problem, or simply a new skill.
• Peer Relationships - The ideal candidate is a team player.
• Priority Setting - Focuses on the critical tasks and seeks guidance for ambiguity.
• Problem Solving - Is willing to use all available sources for information, and can work through problems methodically.
• Flexible - Willingness to reprioritize and adjust to changing conditions.
• Leadership Relationships - Relates and responds well to guidance, coaching and established direction.

Providence caregivers are not simply valued - they're invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Required Qualifications:

• 2 years - Experience in technical support or at least one current certification in technology related field.
• Experience using Knowledge management tools.

Preferred Qualifications:

• Associate's Degree - IT or IT related equivalent.
• Bachelor's Degree - Computer Science, Electrical Engineering, Information Systems or related discipline.
• Coursework/Training - Current certification A+, Network+, CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MSDBA.

Why Join Providence?

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

Accepting a new position at another facility that is part of the Providence family of organizations may change your current benefits. Changes in benefits, including paid time-off, happen for various reasons. These reasons can include changes of Legal Employer, FTE, Union, location, time-off plan policies, availability of health and welfare benefit plan offerings, and other various reasons.

About Providence

At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

Posted are the minimum and the maximum wage rates on the wage range for this position. The successful candidate's placement on the wage range for this position will be determined based upon relevant job experience and other applicable factors. These amounts are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits.

Applicants in the Unincorporated County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Unincorporated Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

About the Team

Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.

Requsition ID: 428322

Company: Providence Jobs

Job Category: Operations & Support

Job Function: Information Technology

Job Schedule: Full time

Job Shift: Day

Career Track: Technical/Skilled Support

Department: 4011 SS IS STE CT SRVC TXNM

Address: TX Lubbock 3615 19th St

Work Location: Covenant Medical Center

Workplace Type: On-site

Pay Range: $23.00 - $35.18

The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.