IT End User Support Associate

The role of an IT End User Support Associate is to provide 1st and 2nd-level technology support for critical components of the business by using strong communication, problem solving and customer service skills. Responsible for the procurement, tracking, configuration, installation, maintenance, troubleshooting, and/or access administration of end user computing devices, related applications and peripherals (including laptops, mobile devices, VoIP endpoints, telephony integration, workstation operating systems, and related network).

This position is eligible for benefits!

  Provide best-in-class customer service to meet the desktop technology needs of end-users. Work to proactively understand end-user computing and desktop technology needs.

· Take ownership of and accountability for technical issues while maintaining a high level of client satisfaction through effective communication and prompt resolutions

· Provide quick response and utilize problem solving skills to resolve escalated requests from the Service Desk regarding Endpoint issues/needs via telephone, email, and desk-side support.

· Execute and/or support the imaging, installation deployment or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, IP phones, analog interfaces and services, printers, and peripherals (new and upgrades) on both a one-off and project basis.

· Manage thorough and timely set-up of computing equipment for new and existing end-users.

· Coordinate with other technology teams across the organization to ensure prompt resolution and appropriate hand-off, troubleshooting, diagnosis of all IT issues.

· Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction.

· Provide first level cabling configuration and support for network and phone issues including but not limited to, punch down and cable patching.

· Participate in small-to-medium-sized initiatives as necessary.

· Participate in the identification, creation, implementation, execution, documentation, improvement, and maintenance of best-in-class processes for all Endpoint activities ensuring timely response, fulfillment, and end-user satisfaction.

· Provide technical and process expertise to other team members as necessary.

· Champion established processes and policies across technology and the business.

· Participate in on-call rotation outside of normal business hours if required.

· Responsible for performing work at multiple Fairview sites and transporting equipment, as needed. within a scheduled shift

Required Qualifications

Education

· Information Technology Program Certificate and/or equivalent work experience

Experience

· 1 year of directly applicable IT support (Service Desk or Hardware Support)

· Reliable personal transportation to perform work at multiple sites during a scheduled shift.

Skills

· Strong customer service

· Strong oral and written communication skills

· Strong prioritization and problem-solving

· Team oriented with strong interpersonal skills

· Proven ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotional critical situations

· Knowledge of desktop/laptop PCs, enterprise printers, and peripherals

· Basic knowledge of networking

License/Certification/Registration

· Valid driver’s license

Preferred Qualifications

Education

· Associates (2-year degree) or equivalent work experience with focus on Information Technology/Systems related technical field

Experience

· 1 year of working in an enterprise (10,000 users) or healthcare environment

Skills

· Knowledge of supporting iOS and Android

· Knowledge of IP phones

· Familiar with IT ticketing system such as Service Now

License/Certification/Registration

· A , Network

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract

An individual's pay rate within the posted range may be determined by various factors, including skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization prioritizes pay equity and considers internal team equity when making any offer. Hiring at the maximum of the range is not typical.