Dignity Health End User Services Technician II in NORTHRIDGE, California

Overview

Dignity Health, one of the nation’s largest health care systems, is a 22-state network of more than 9,000 physicians, 63,000 employees, and 400 care centers, including hospitals, urgent and occupational care, imaging and surgery centers, home health, and primary care clinics. Headquartered in San Francisco, Dignity Health is dedicated to providing compassionate, high-quality, and affordable patient-centered care with special attention to the poor and underserved. In FY17, Dignity Health provided $2.6 billion in charity care, community benefit, and unpaid cost of government programs. For more information, please visit our website at. You can also follow us on and.

Responsibilities

Position Summary:

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.

  • 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 metrics.

  • 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.

Help desk helpdesk IT service desk tech support technician support specialist computer field technician it specialist technical support

Qualifications

Minimum Qualifications:

  • Strong customer service skills.

  • High School Diploma

  • Understating of Desktop support

  • Understanding of software installation

Preferred Qualifications:

  • 2-4 years of experience in the service industry.

  • Associates degree or technical institute degree/certificate

  • Strong knowledge of Windows operating system environment, network printing systems and Microsoft Office modules.

  • Healthcare experience preferred

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Equal Opportunity

Dignity Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status or any other characteristic protected by law. For more information about your EEO rights as an applicant, please

If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this telephone number.

Job ID 2018-57870

Employment Type Full Time

Department Field Support Services

Hours / Pay Period 80

Facility Dignity Health

Shift Day

Location NORTHRIDGE

State/Province CA

Standard Hours Mon-Fri (8-5 PM)