END USER SUPPORT TECH I

Job ID
2020-103441
Employment Type
Full Time
Department
Information Technology
Hours / Pay Period
80
Facility
Dignity Health Management Services Organization
Shift
Day
Standard Hours
Monday - Friday (8:00 AM - 5:00 PM)
Work Schedule
8 Hour
Location
CA-Bakersfield

Overview

 

The purpose of Dignity Health Management Services Organization (Dignity Health MSO) is to build a system-wide integrated physician-centric, full-service management service organization structure. We offer a menu of management and business services that will leverage economies of scale across provider types and geographies and will lead the effort in developing Dignity Health’s Medicaid population health care management pathways.

 

Dignity Health MSO is dedicated to providing quality managed care administrative and clinical services to medical groups, hospitals, health plans and employers with a business objective to excel in coordinating patient care in a manner that supports containing costs while continually improving quality of care and levels of service. Dignity Health MSO accomplishes this by capitalizing on industry-leading technology and integrated administrative systems powered by local human resources that put patient care first.

 

Responsibilities

 

Position Summary

 

Provides desktop hardware support for the user community. Performs work that tends to be entry level technological and business function complexity. Responsible for desktop hardware support to the user community for functional area(s).  Expectations of this role are good phone skills, proficient with typing and using PCs, but not expected to troubleshoot end user issues. Identifying the issue, the appropriate group to resolve the issue, and documenting the issue will be the primary duty of this position.

 

Core Duties

 

Responsibilities include, but may not be limited to the following job duties.

  • Responds to incidents and utilizes knowledge management. Escalates issues to the appropriate group to resolve the issue.
  • Responds to customer requests via the Service Management application utilizing repeatable documented procedures. Interacts with the customers in a courteous and professional manner.
  • May handle facility logistics including hardware receiving and maintenance of equipment depot; enters appropriate data into the device asset management system and the knowledge management system.
  • Receives necessary information and or training to perform issue identification. 
  • Participates in on-call rotation and provides on-call support.
  • May perform operations functions, entry, backup tape changes or other responsibilities as necessary to ensure the successful day-to-day operations.
  • Maintains awareness of and adheres to Operational Level Agreements (OLAs).
  • Interacts daily with the user community as it relates to Incident Management and Request fulfillment. 
  • Maintains understanding and adherence to policies and procedures and may provide input to creation or modification of policies.

 

Qualifications

 

Minimum Qualifications

  • Associate's degree or technical institute degree/certificate or 1-2 years relevant experience.

Preferred Qualiifcations: 

  • A+ Desktop certification or equivalent skill set is preferred.

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