Job Information

Providence End User Support Administrator in Richland, Washington

Description:

We are seeking an End User Support Administrator to:

  • Serve as the primary point of support to resolve customers’ issues, fulfill requests for information technology services, and facilitate technical project deployments

  • Deliver timely and accurate Information Technology support and services to all Providence caregivers, partners, and customers while maintaining a focus on positive customer service experience

  • Be adept at diagnosing issues with computer, printer, and peripheral hardware; software programs; and network systems quickly and accurately

  • Display strong teamwork skills

  • Coordinate with other Information and Technology Service’s teams as appropriate for final resolution of issues, often acting as the customer’s point of contact through the process

  • Be Proficient leveraging remote tools as they are in providing direct face to face support while walking customers through resolutions to their problems

  • Have the ability to share knowledge, follow departmental processes/procedures, provide basic customer training, offer thoughtful and accurate responses to technical questions regarding computing needs

  • Serve as a steward of Providence technical resources

In this position you will have the following responsibilities:

  • Demonstrate Providence core values of compassion, dignity, justice, excellence, and integrity to customers, employees, and visitors; and provides quality service in the performance of work assignments and duties assigned to them.

  • Maintain established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.

  • Provide high quality end user support and services while providing excellent Customer Service to all Providence employees and partners.

  • Assign 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 Providence Workstations, Tablets and other computing hardware.

  • Repair, replace, and update Providence Phones, Smartphones and other mobile computing devices.

  • Repair, replace, and update Providence printers and related hardware.

  • Repair, replace, and update Providence computing accessories.

  • Install applications as directed.

  • Work with all Providence IS organizations to accommodate customer issues and requests, and follow them through to completion.

  • Ensure critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution.

  • Ensure customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with a positive experience.

  • Adhere 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 Providence and vendors) during ticket handoff 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.

  • Perform other duties as assigned.

  • Remain calm and professional under pressure, high ticket volume, and major events that impact the customers.

  • Develop 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.

  • Work 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.

  • Triage customer issues and requests through various tools, troubleshooting and resolving 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 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.

  • Provide a consistent focus on continuous process improvement for the Technology Service & Operations team.

  • Develop and maintains technical documentation associated with troubleshooting customer hardware and software issues.

  • Work with the 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 handoffs 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.

  • Provide spot end-user training as necessary.

  • Provide training or mentoring to other team members regarding technical and application support.

  • Demonstrate a leadership role within the EUS team in modeling behaviors consistent with industry practices in garnering excellent customer satisfaction.

  • Provide a level of technical expertise across multiple skill sets and a complex technical environment to address and resolve the client’s issues in an acceptable time frame.

  • Active Directory group administration, OU modifications, LWS records .

  • Distribution groups \ security group creation and modification.

  • Perform on call escalation/oversight duties as needed.

  • Ability to work under broad direction by a supervisor or manager. Consults with other teams to troubleshoot a variety of complex issues to meet their customer’s needs. Focal point in the coordination of technical resources for problem resolution. May assign work to other team members as necessary to accomplish team goals. Provide operational training and leadership to other team members.

  • Travel - Must be able to travel efficiently to all Providence sites within scope of assignment

Qualifications:

Required qualifications:

  • Three (3) years of experience in technical support and at least one (1) current certification in technology related field -OR- five (5) years of experience providing technical support in a high volume, technology focused call center

  • 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 MCDBA

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.

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

https://www.providenceiscalling.jobs/rewards-benefits/

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate 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.

Schedule: Full-time

Shift: Day

Job Category: Infrastructure

Location: Washington-Richland

Other Location(s): Washington

Req ID: 367175