CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

While you're busy impacting the healthcare industry, we'll take care of you with benefits that include:
Medical/Dental/Vision, FSA, Dependent Care Spending Account, Life Insurance, Short and Long-term Disability, 401k match, Paid Time Off, Wellness Program, Tuition Reimbursement, Accidental Insurance, Critical Illness Insurance, Identity Theft Protection, Employee Assistance Program, and more!

Job Summary / Purpose

This position will report to the End User Services (EUS) Regional Growth Support Team at the National System level and are responsible for Project implementation supporting National and  Region’s growth strategies,  on-site and/or remote installation, maintenance, troubleshooting and/or repair of desktop, notebook and mobile PC workstations, printers, and associated peripherals. Responsibilities include responding to incidents and problems, and fulfilling requests. They also understand the business implications of computer hardware and system issues allowing them to appropriately set incident severity levels. They can troubleshoot a wide variety of technical problems and engage parties in other areas of IT to address problems. The EUS team member understands the technical infrastructure and requirements of the hardware in their respective area and how it aligns to enterprise infrastructure standards. They also are responsible for understanding and supporting aspects of the integration of desktop systems with other systems in the enterprise. Professionals in this job family understand the Key Performance Indicators (KPIs) that identify the success of the services they provide and continually strive for improvements to operational efficiencies and seek to continually add value to the services delivered to the user community Moderate travel will be required as part of the incumbent employee’s job function, up to and including, 50% between sites within their  home region, or outside of their region into adjacent CommonSpirit Health region locations. 

Essential Key Job Responsibilities

Growth/National Projects, Initiatives and Efforts:

• Works on multiple projects as a project team member. Acts as a subject matter expert (SME) in one or more areas.
• Smart hand support for Network, Server, Telecom and Cyber teams.
• Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes. May also assist with EUS asset management inventory processes.
• Provide Support Infrastructure teams and engineers to test updates and upgrades as well as Proof of concept or pilot programs before deployment.
• Identify areas of Best Practice or lack of standards and support in the remediation and/or change management.

Core/Operational Work:

• 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.
• May help oversee an EUS team to ensure Project, 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 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.
• 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 understandings of processes, procedures, and  CommonSpirit 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 Project Support, Incident Management, Request fulfillment and Problem Management, Understanding and adherence to policies and procedures. Develops new or modifies existing policies.
• Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.

• Associates degree or technical institute degree/certificate or 5-6 years relevant experience is required.
• 5-6 years of experience in the service industry.

• 1-2 years Lead role experience

• Advanced customer service skills required. 
• Proficient in Windows operating system environment, network printing systems and Microsoft Office modules.
• Google Suite experience is preferred.
• Healthcare experience strongly preferred. 

*Compensation is determined by direct related experience and company employee equity.