End User Support Intermediate

• Provides professional customer-facing and remote solutions for all technical needs in a designated area of support within the Geisinger Health system. Will serve as backup to other analysts in a collaborative team-based environment and be part of an after-hours on-call rotation.
• Installs and configures computers, laptops, tablets, handhelds, and other common technology/devices for new and existing Geisinger Health System employees.
• Supports Geisinger Health System with regular maintenance, monitoring, backup, and documentation for all for all End User Computing supported devices.
• Operates as a liaison with other IT teams to identify solutions and to help resolve technical needs of the supported departments. Areas can include network administration, systems administration, high-performance computing, information security, etc.
• Effectively documents steps taken to reach a resolution in the problem management system for other team members to search and learn from these examples.
• Rounds to better understand the needs of the users in the analyst’s area of support and provide for an excellent user experience.
• Provides after-hours or weekend support when necessary to perform high-risk or planned downtime of Geisinger Health System IT systems for upgrades and maintenance.
• Identifies processes and procedures that can be improved upon for greater efficiency within EUC and brings it to the attention of more senior members of the team.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).