Sr IT End User Support Analyst

Company: Fairview Health Services
Location: Minneapolis
Posted on: May 6, 2021

Job Description:

OverviewThe role of a Senior IT End User Support Analyst 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 (may include servicing multiple locations). 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, printers, VoIP endpoints, telephony integrations, workstation operating systems, and related network). Provide technical and process expertise and leadership to team members, provide project management/coordination for small to medium projects, champion established processes, proactively identify opportunities for improvement, actively engage in process improvement and collaborate with management to implement new procedures and tools.Responsibilities/Job Description

• 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.
• Support audit activities by providing policies, processes, and data/records.
• Provide project management/coordination for related small-to-medium-sized initiatives.
• Champion established processes and policies across technology and the business.
• Provide technical guidance, documentation, training and general direction to junior members of the Endpoint team.
• Provide expertise/leadership in the creation, implementation, execution, documentation, improvement and maintenance of best-in-class processes for all activities, ensuring timely response, fulfillment and end-user satisfaction.
• Collaborate with management to document and implement processes, procedures and tools.
• Provide subject matter knowledge, support and technical guidance to customer service projects aimed at improving procedures and processes, as well as anticipating end user needs.
• Participate in on-call rotation outside of normal business hours if required.QualificationsRequiredEducation
  • Associate (2 year) degree in Information Technology/Systems related technical field; or equivalent work experience.Experience
    • 5+ years of IT support
    • 3+ years of hands-on desktop and printer hardware support
    • 3+ years of working in an enterprise (10,000+ users) or healthcare environment
    • 2+ years of working with Cisco IP Telephones
    • 2+ years of working with user accounts in Active Directory
    • 2+ years of in-depth application support
    • 1+ years of supporting iOS or AndroidSkills
      • Exceptional customer service
      • Exceptional oral and written communication skills
      • Excellent ability to relate technical information to non-technical audiences.
      • Exceptional prioritization and problem solving
      • Team oriented with excellent interpersonal and leadership skills
      • Proven ability to act with a sense of urgency and lead while maintaining composure and professionalism during potentially emotional critical situations
      • Ability to be accountable for actions and willing to take control of situations
      • Extensive knowledge of desktop/laptop PCs, enterprise printers, peripherals and IP telephony
      • Strong knowledge of networking
      • Detailed oriented and able to coordinate small to medium projects
      • Understand usage and capabilities of IT Ticketing tools such as Service NowLicense/Certification/RegistrationA+; Network+; Mobility+; Microsoft Certified Professional (MCP); Valid drivers licensePreferredEducation
        • Bachelors (4 year degree) or equivalent work experience with focus on Information Technology/Systems related technical fieldExperience
          • Competent in Visual Basic or PowerShell
          • Experience with System Center Configuration Manager
          • Experience with HP WebJet Admin
          • Knowledge of PBX systems
          • Extensive experience with iOS
          • Strong understanding of Citrix environments (including VDI)License/Certification/RegistrationMicrosoft Certified Systems Engineer (MCSE)Need help finding the right job?We can recommend jobs specifically for you!Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 12 hospitalsincluding an academic medical center and long-term care hospitalserving the greater Twin Cities metro area and north-central Minnesota.Its broad continuum also includes 56 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership with the University of Minnesota, Fairviews 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.EEO/AA Employer/Vet/Disabled All qualified applicants will receive consideration without regard to any lawfully protected status.Job Locations US-MN-MinneapolisRequisition Post Information* : Posted Date 1 day ago (4/26/2021 3:15 PM)Requisition ID 2021-72056Profession Non-Clinical ProfessionalSpeciality Information TechnologyLocation Fairview offices at 323 StinsonShift dayHours per 2 weeks 80Department IT Onsite Support Services

Keywords: Fairview Health Services, Minneapolis , Sr IT End User Support Analyst, Professions , Minneapolis, Minnesota