Customer Support Technician - Onsite

Job Overview

Providence is seeking an 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 deliver timely and accurate IT support and services to Providence St. Joseph Health caregivers, partners, and customers while maintaining a positive customer service experience.

• Maintain established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.
• Provide high-quality end user support and services while delivering excellent customer service to all PSJH employees and partners.
• Assign tickets to other IS disciplines, document all activity, and communicate status to the end user in accordance with EUS standards.
• Repair, replace, and update PSJH workstations, tablets, phones, smartphones, printers, and related hardware and accessories.
• Install applications as directed and work with all PSJH IS organizations to accommodate customer issues and requests through completion.
• Ensure critical events are communicated timely to the appropriate parties for tracking until resolution.
• Handle customer requests for service in a manner that promotes high customer satisfaction and a positive experience.
• Adhere to documented standards, policies and procedures for documentation, ticketing processes, and handling expectations, operating within the desktop EUS SLA’s.
• Gather pertinent information on customer issues, needs, and requirements, and communicate this information to other IS organizations (both PSJHS and vendors) during ticket hand‑off to minimize customer interruptions.
• Participate in the assigned on‑call rotation for 24/7, 7 days a week support and own transportation to and from various assigned work locations.
• Remain calm and professional under pressure, high ticket volume, and major events that impact customers.
• Develop and maintain solid working relationships with all impacted users within the areas they support.
• Escalate problems in a timely manner to the appropriate team.
• Collaborate across the business to build partnerships that strengthen customer support satisfaction.
• Travel up to 50% of the work schedule.
• Support PH&S supplied video equipment and audio‑visual meeting equipment.
• Triage customer issues through various tools, troubleshoot and resolve end‑user technology issues.
• Work directly with CSE/Desktop Engineering and other IS organizations to provide feedback and testing results on computer images to ensure stable computing environments.
• Recommend process, policy or procedure additions and modifications to the Service Desk knowledge base.
• Focus on continuous process improvement for the Technology Service & Operations team.
• Develop technical documentation associated with troubleshooting customer hardware and software issues.
• Own ticket resolution to the satisfaction of the user, regardless of the number of hand‑offs between organizations.
• Possess knowledge of the enterprise technical and application environment across Providence.
• Active Directory group administration and basic user‑level account permissions.
• Print server administration.
• Lead projects involving the EUS teams and work assigned to those projects to be completed by EUS teams.
• Local Data Center hands‑on support.
• Provide spot end‑user training as necessary.
• Travel efficiently to all PSJH sites within scope of assignment.

• Basic knowledge of monitoring software and call tracking systems.
• Basic knowledge of network infrastructure, LAN/WAN, web technologies, applications, remote access, and VPN.
• Ability to communicate effectively with customers who may have limited knowledge of computer systems.
• Strong customer focus skills.
• Clear documentation of ticket progress and closure details using standard PSJH tool‑set.
• Closet patching, UPS deployment and maintenance.
• Working knowledge of Windows, Mac OS, Office, TCP/IP, network, hardware configuration including PCs, printers, and peripherals.
• Support MAC devices (device moves, adds & changes) and document updates in asset…