End User Services Technician

JOB SUMMARY

This paragraph summarizes the general nature, level and purpose of the job.

The End User Services Technician will interface with all levels of customers from the nurses, physicians to executive leadership. Support includes the main hospital campus and all of the Ambulatory and Clinic locations which are geographically dispersed throughout the California Bay Area. This role will be assigned to a specific area or zone and represents Information Services to customers. Responsible for the day to day performance and operation of all end user devices (printers, PCs, laptops, mobile devices, etc) hardware and software. Installs, configures, troubleshoots, and repairs computer peripherals, etc, monitors' performance, diagnoses and resolves problems. Provides accurate, timely and creative solutions to end-user computer and network problems. Adheres to standard IT practices, techniques and established escalation processes. Manages installation related efforts and participates in IT projects across the organization.

ESSENTIAL FUNCTIONS

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the hospital's policies and procedures, including its Service Standards and its Code of Conduct.

* Opens support tickets for inbound calls, email and monitoring offline servers, power and ISP, works on open tickets to resolution and/or develop workarounds until resolution can be achieved, escalate tickets to next level support as necessary and communicate regularly and effectively with clients on open ticket status
* Researches issues using all available resources
* Proactively addresses day-to-day network issues (back-ups, etc.)
* Determines the root cause of problems and work proactively to address them
* Trains end users in the proper use of hardware and software
* Creates and assists in the maintenance of network documentation
* Maintains records of daily data communication transactions, issues and remedial actions taken or installation activities
* Performs after hours pager support on a rotation
* Provides timely and creative solutions to end-user computer issues of a moderate nature to ensure end-user productivity
* Coordinates configuration/installation and general troubleshooting of all end-user (Mac & Windows) hardware, software and peripherals. Performs restorative and maintenance actions either remotely or at the end-user's location to resolve problems using basic troubleshooting and technical skills
* Documents, maintains, upgrades or replaces hardware and software on end-user computer systems
* Coordinates timely support and repair on various Information Service equipment covered by third-party vendor maintenance agreements
* Coordinates department related Information Service incidents assigned, ensuring maximum issue resolution in minimum time with the end-user the main focus
* Document supported systems and application procedures and processes