Providence Health & Services *Mary to post 1/14* Senior End User Support Administrator PSJH in Richland, Washington
Providence St. Joseph Health is calling a Senior End User Support Administrator PSJH to our location in Richland, Washington.
We are seeking a Senior 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. End User Support team members must deliver timely and accurate Information Technology support and services to all Providence St. Joseph caregivers, partners, and customers while maintaining a focus on positive customer service experience. Adept at diagnosing issues with computer, printer, and peripheral hardware; software programs; and network systems quickly and accurately. Displays strong teamwork skills and ability to 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. Proficient leveraging remote tools providing direct face-to -face support while walking customers through resolutions to their problems. Willingness and ability to share knowledge, follow departmental processes/procedures, provide basic customer training, offer thoughtful and accurate responses to technical questions regarding computing needs, and act as stewards of PSJH technical resources.
In this position you will have the following responsibilities:
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 PSJH 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 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.
Install applications as directed.
Work with all PSJH 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 provide 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 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.
Remain calm and professional under pressure, high ticket volume, and major events that impact the customers.
Develop and maintain 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 maintain technical documentation associated with troubleshooting customer hardware and software issues.
Work 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.
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.
Provides 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.
Provides operational training and leadership to other team members. Design automation scripts for use by other team members. Application Packaging.
Comprehensive knowledge and understanding of the technical and application environment across the entire PSJH enterprise. Ability to trouble shoot across multiple technology platforms.
Ability to mentor team members: deliberate and systematic knowledge transfer, methods of providing job specific knowledge and insight for those positions requiring experience, judgment, discretion and “soft skills” in order to be effective, means to create and reinforce a positive organizational culture, opportunities to shape the workforce of the future in an intentional, deliberate way to meet the agency’s strategic goals and objectives, structured learning for employees assuming new or expanded responsibilities, and identification of talent and development of organizational leadership.
Required qualifications for this position include:
5 years of experience in technical support and at least one current certification in technology related field - OR - 7 years of experience providing technical support in a high volume, technology focused call center.
Prior experience using knowledge management tools.
Preferred qualifications for this position include:
Associate's Degree in IT or IT related equivalent.
Bachelor's Degree in Computer Science, Electrical Engineering, Information Systems or related discipline.
Coursework/Training: Current certification A , Network , CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MCDBA.
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 Health & Services 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
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.
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.
Job Category: Infrastructure
Req ID: 330777