Providence Associate End User Support Technician PSJH in Tarzana, California
Providence St. Joseph Health is calling an Associate End User Support Technician PSJH to our location in Tarzana, CA.
We are seeking an Associate End User Support Technician PSJH to serve as the primary point of support to resolve customers’ issues, fulfill requests for information technology services, and facilitate technical project deployments. End User Support team members must deliver timely and accurate Information Technology support and services to all Providence caregivers, partners, and customers while maintaining a focus on positive customer service experience.
In this position you will have the following responsibilities:
Demonstrate PSJH core values of respect, justice, compassion, stewardship, and excellence to customers, employees, and visitors; and provides quality service in the performance of work assignments and duties.
Maintain established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.
Provide high quality end user support and services while providing excellent Customer Service to all PSJH employees and partners.
Assign tickets to all other IS disciplines, and document all activity while communicating appropriate status to the end user appropriately to EUS standards.
Repair, replace, and update PSJH Workstations, Tablets and other computing hardware.
Repair, replace, and update PSJH Phones, Smartphones and other mobile computing devices.
Repair, replace, and update PSJH printers and related hardware.
Repair, replace, and update PSJH computing accessories.
Installs applications as directed.
Works with all PSJH IS organizations to accommodate customer issues and requests, and follow them through to completion.
Ensures critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution.
Ensures customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with a positive experience.
Adheres to documented standards, policies and procedures for documentation, ticketing processes, and handling expectations. Operating within the desktop EUS SLA’s
Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IS organizations (both PSJHS and vendors) during ticket handoff in order to minimize customer interruptions and avoid duplicate information requests.
Ability to participate in the assigned “on-call” rotation for 24/7 - 7 days a week support. Must be able to own transportation to and from various assigned work locations.
Performs other Duties as Assigned.
Remains calm and professional under pressure, high ticket volume, and major events that impact the customers.
Develops and maintains solid working relationships with all impacted users within the areas that they support.
Ability to escalate any problems and issues in a timely manner, knowing when to and who to escalate problems to within your team.
Works collaboratively across the business to build partnerships strengthening customer support satisfaction.
May need to travel up to 50% of work schedule.
Ability to support PH&S supplied video equipment and audio visual meeting equipment.
Required qualifications for this position include:
- 1 year of experience in technical support or at least one current certification in technology related field.
Preferred qualifications for this position include:
Associate's Degree IT or IT related equivalent.
Bachelor's Degree Computer Science, Electrical Engineering, Information Systems or related discipline.
Coursework/Training: Current certification A , Network , CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MCDBA.
About the department you will serve.
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
For information on our comprehensive range of benefits, visit:
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Infrastructure
Req ID: 274364