End User Technician

Job ID
2020-146424
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

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.

What We Offer

 

Dignity Health MSO offers an outstanding Total Rewards package that integrates competitive pay with a state-of-the-art, flexible Health & Welfare benefits package. Our cafeteria-style benefit program gives employees the ability to choose the benefits they want from a variety of options, including medical, dental and vision plans, for the employee and their dependents, Health Spending Account (HSA), Life Insurance and Long Term Disability. We also offer a 401k retirement plan with a generous employer-match. Other benefits include Paid Time Off and Sick Leave.

 

  • This position will report to the: Manager, End User Services, Information Technology 
  • Percentage Travel Required/Frequency: No Travel
  • FLSA Status: Non- Exempt
  • Remote Worker: Non- Eligible 

Responsibilities

Job Summary

 

*Depending on qualifications a candidate may be hired on as an End User Technician I, II, III, or IV.

 

End User Technician I

 

Provides desktop hardware setup and basic support for the user community. Works on one or more functional applications and 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) and ensures reliability of the devices

 

End User Technician II

 

The End User Technician II provides desktop hardware support for the user community. Works on multiple functional systems that tend to be of moderate to high complexity. Responsible for desktop hardware support to the user community for functional area(s) and ensure reliability of the devices.

 

End User Technician III

 

Provides the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity. Responsible for working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes.

 

End User Technician IV

 

The End User Technician IV provides desktop hardware support expertise and direction in the implementation of highly complex / enterprise wide cross functional programs or projects. May lead team to resolution of highly complex problems.

 

Responsibilities

.

End User Technician I

  • Responds to incidents, executes diagnosis, and performs incident resolution for those requiring low to moderate complexity; utilizes knowledge management. Escalates issues when necessary.
  • Responds to customer requests via the Service Management application. Fulfills request of low to moderate complexity 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 or training to perform basic troubleshooting, installation, upgrades and fixes for new and current devices. Participates in on-call rotation and provides on-call support.
  • May perform data operations functions, data 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.

End User Technician II

  • Provides desktop hardware support for the user community. Works on multiple functional systems that tend to be of moderate to high complexity.
  • Performs troubleshooting for moderate to high complex hardware, software and system problems. Acts as subject matter expert for at least one device type.
  • May be assigned to one or more projects as a project team member.
  • Responds to incidents, performs diagnosis, executes incident resolution for those requiring medium to high complexity.
  • Utilizes previous experience to reach resolution and will contribute to knowledge management system(s). Escalates issues when necessary.
  • Responds to customer requests received via the Service Management application. Fulfills requests of moderate to high complexity. Interacts with the customers in a courteous and professional manner.
  • Assists in the maintenance of and enters appropriate data into the device asset management system and the knowledge management systems to capture knowledge and work processes.
  • Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including deployment of new devices. Identifies potential issues that could adversely impact end-user experience and takes corrective action. Participates in low complexity local and enterprise projects. Participates in on-call rotation and provides on-call support.
  • Performs proactive maintenance on devices. Participates in the 'smart hands program to assist other IT functional areas when needed.
  • General knowledge of Operational Level Agreements (OLAs) and always works within those metric
  • Day to day interactions with user community and works collaboratively with Business and IT Stakeholders as it relates to Incident Management, Request Fulfillment and Problem Management.
  • Understanding and adherence to policies and procedures. Contributes to new or modified policies.
  • Provides guidance, training and problem solving assistance to other team members.
  • Performs other duties as assigned.

 

End User Technician III

  • Provides the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity.
  • Performs troubleshooting for highly complex hardware, software and system problems for multiple device types.
  • Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas.
  • Responds to incidents, diagnoses and resolves complex problems and provides guidance to other team members. Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary. Integrates with problem management and performs root cause analysis when necessary.
  • Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner.
  • Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes.
  • Responds to assigned issues and participates in the advanced troubleshooting and deployment of new devices, upgrades, fixes and new installations. Provides feedback on technical process issues to improve overall service delivery. Participates in local and enterprise projects of low to moderate complexity. May coach and advise other team members. Participates in on-call rotation and provides on-call support.
  • Exhibits knowledge of advanced desktop services skills. Ability to work closely with cross-functional IT teams on complex issues. Continues to build solid understanding of processes, procedures, and Dignity Health standards.
  • May assist in the development of Operational Level Agreements (OLAs). Monitors deviations and escalates issues to more senior team members.
  • Day to day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project.
  • Understanding and adherence to policies and procedures. Develops new or modifies existing policies.
  • Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.
  • Performs other duties as assigned.

 

End User Technician IV

  • Provides desktop hardware support expertise and direction in the implementation of highly complex / enterprise wide cross functional programs or projects. May lead team to resolution of highly complex problems.
  • Leads the team in troubleshooting of highly complex hardware, software and system problems.
  • Works or coordinates on multiple projects, engaged in enterprise wide projects as a team member, sometimes a team leader. Acts a subject matter expert for multiple areas.
  • Oversees the End User Services team to ensure customer and production support needs are achieved.
  • Diagnoses and resolves highly complex issues and provides guidance to other team members. Leads team in problem resolution activities.
  • Works with leadership to develop strategies for problem reporting and resolution to be used by both the customer and team.
  • Responds to customer requests of high complexity, typically requiring high-level customer service to facility administration and/or VIPs. Interacts with customers and business stakeholders in a courteous and professional manner. Generates activity and status reports. Oversees the request fulfillment functions of the team.
  • Ensures the accuracy of information input in the device asset management system. Oversees the team knowledge management contributions and identification of critical knowledge, availability and use.
  • Leads the team in assigning issues, troubleshooting, and deployment of new devices, upgrades, fixes and new installations. Works with Site Directors and project leaders to staff and execute moderate to highly complex, enterprise solutions.
  • Serves as an escalation and issue resolution point for team members. Coordinates with facility and IT leadership regarding readiness and delivery issues.
  • Possesses a deep knowledge of all aspects of desktop services, utilizes advanced principles to deliver End User Services support to their customers and to advice and mentor team members. Extensive understanding of Dignity Health processes, policies, procedures and standards, and ensures team compliance.
  • Interfaces with customers on Operational Level Agreements (OLAs) and monitors and reports on deviations. Ensures proper monitoring and reporting of OLA deviations.
  • Day to day interactions with user community and works consistently with all levels of the Business and  IT Stakeholders as it relates to Incident Management, Request fulfillment, Problem Management and Project Delivery of medium to highly complex enterprise scale projects. Seeks opportunities for improvement in adherence to OLA's and Customer Satisfaction.
  • Understanding and adherence to policies and procedures. Ensures team understanding and adherence to those policies and procedures.
  • Demonstrates leadership through team motivation, coaching, mentoring, and delegating.
  • Perform other duties as assigned.

 

Qualifications

Minimum Requirements

 

*Depending on qualifications a candidate may be hired on as an End User Technician I, II, III, or IV.

 

End User Technician I

  • Associate's degree or technical institute degree/certificate or 1-2 years relevant experience.
  • Special skills required include: good customer service skills; basic computer installation, troubleshooting and upgrading skills; and good interpersonal, verbal and written communication skills.
  • Training in and/or strong working knowledge of Windows operating system environment and Microsoft Office modules

End User Technician II

  • Associates degree or technical institute degree/certificate, preferred.
  • Minimum three years of related work experience or equivalent training and/or education.
  • 2-4 years of experience in the service industry.
  • Solid customer service skills.

End User Technician III

  • Associates degree or technical institute degree/certificate or 4-6 years relevant experience.
  • 4-6 years of experience in the service industry
  • Strong customer service skills.
  • Proficient in Windows operating system environment, network printing systems and Microsoft Office modules.

End User Technician IV

  • Bachelor's degree in Computer Science, Technology or Business discipline or, 6-8 years relevant experience is required.
  • Proficient in Windows operating system environment, network printing systems and Microsoft Office  modules.
  • Advanced customer service skills required.
  • Possesses a deep knowledge of all aspects of desktop services, utilizes advanced principles to deliver End User Services support to their customers and to advice and mentor team members. Extensive understanding of Dignity Health processes, policies, procedures and standards, and ensures team compliance
  • Ensures the accuracy of information input in the device asset management system. Oversees the team knowledge management contributions and identification of critical knowledge, availability and use.

Preferred Requirements

 

End User Technician I

  • A+ Certification

End User Technician II

  • A+ Certification
  • Healthcare experience preferred
  • Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules

End User Technician III

  • Healthcare experience preferred.

End User Technician IV

  • Healthcare experience strongly preferred.

 

*Depending on qualifications a candidate may be hired on as an End User Technician I, II, III, or IV.

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