Customer Support Technician - Onsite

Position: 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…