IT Endpoint Support Tech

We are more than a health system. We are a belief system.

We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

The IT Endpoint Support Technician reports to the Manager, IT Endpoint Support and Service and serves as an on‑site support technician (Tier 1 & 2) physically located within various Ohio Health facilities. The primary focus is to provide end‑user support and issue resolution with a focus on customer service, seeking to achieve successful outcomes while removing friction from our users. They focus on the successful resolution of all IT support activities, participate in training to enhance their ability to execute their job responsibilities, and may be asked to perform installation or relocation of endpoint equipment y also participate in organizational‑wide on‑call rotations for endpoint support‑related high priority issues.

80% Technical Support – Provide technical support for a given site, address user incidents and requests as assigned, work with other site technicians to assist the team with closure of tasks and requests as needed. Draft and/or collaborate on knowledge‑based articles to ensure support consistency throughout the enterprise, leverage knowledge‑based articles for resolution of all issues and tasks, participate in training, and provide input to continuous improvement opportunities as they are identified.

15% Customer Service – Is an ambassador for IT at the site assigned, works to develop relationships with campus personnel, performs regular rounding to all departments at site, frequently receives feedback from customer satisfaction surveys to understand where continuous improvement opportunities exist, works with the Manager and Sr. Technicians to refine their customer service skills and recommended areas for improvement, attends customer‑service skills training as provided.

5% Administrative – Participates in periodic team meetings to establish ongoing communication and collaboration within team and consistency throughout the enterprise, attends other meetings as requested to represent the team.

High School or GED (Required)

Years of experience: 1 year or CompTIA A+ Certification

1‑year prior experience working in an Information Technology/Support field, healthcare environment preferred, with a demonstrated ability to provide excellent customer service skills or completion of the CompTIA A+ Certification. ITIL Foundation certified or will work towards completion within 1 year of hiring date. Basic knowledge related to PCs, mobile devices, software, endpoint operating systems, accessories/peripherals, including printers, as well as remote connectivity tools.

Working knowledge of information security principles and practices, basic knowledge of macros, templates, and scripts that modify desktop software/hardware environment, basic knowledge supporting and providing end‑user assistance with MS Office applications. Ability to communicate effectively with individuals at all levels in the organization. Knowledge of Service‑Now, Microsoft Configuration Manager, and Configuration Management Database (CMDB) is a plus. Demonstrated time‑management skills with ability to prioritize work and hold to a schedule of events.

Ability to work independently with some supervision or as part of a collaborative team.

Self‑motivated with the ability to collaborate with team to provide excellent customer service while effectively addressing operational issues as they arise. Ability to work in a highly dynamic health system. Bachelor’s Degree in Information Technology/Support field, CompTIA A+ Certification, Microsoft Certified Professional (MCP). Knowledge of Service‑Level Management activities and how they integrate with the ITIL Service Support Processes. Experience in a similar size IT environment,…