Job Title & Specialty Area: End User Support Technician I
Department: IT Customer Service
Location: Plano, TX
Shift: Full-Time (Day Shift)
Job Type: On-Site
Why Children’s Health?
At Children's Health, our mission is to Make Life Better for Children, and we recognize that their health plays a crucial role in achieving this goal.
Through our cutting-edge treatments and affiliation with UT Southwestern, we strive to deliver an extraordinary patient and family experience, ensuring that every moment, big or small, contributes to their overall well-being.
Our dedication to promoting children's health extends beyond our organization and encompasses the broader community. Together, we can make a significant difference in the lives of children and contribute to a brighter and healthier future for all.
Summary:
The End User Support Technician I is integral to ensuring the smooth functioning of the organization's technology ecosystem by providing frontline technical assistance and support to end users, including patients and patient families. The incumbent will resolve hardware, software, and network-related issues on various devices, including computers, mobile devices, phones, audiovisual equipment, gaming devices, wearables, streaming devices, and peripherals. This position is crucial in fostering a positive user experience and ensuring that technology enables rather than impedes organizational productivity. The successful candidate will possess excellent communication skills, a customer-centric mindset, and a strong aptitude for problem-solving. They should also have a solid understanding of computer systems and standard business applications and be able to adapt to changing priorities in a fast-paced environment.
Responsibilities:
- Responsibilities include responding to user inquiries via multiple communication channels, diagnosing technical issues, and providing timely resolutions. The role involves collaborating closely with other IT teams to escalate complex problems and contribute to developing and maintaining user training materials and documentation.
- System Support:
- Resolve hardware, software, and network-related issues on various devices, including computers, mobile devices, phones, audiovisual equipment, gaming devices, wearables, streaming devices, and peripherals.
- Investigate and troubleshoot issues related to end-user devices and escalate when necessary.
- System Integration:
- Participate in the integration of new systems, applications, and technologies into the existing IT infrastructure.
- Assist in testing and implementing software updates and patches.
- Hardware Maintenance:
- Assist with installing, configuring, and maintaining end-user hardware, such as desktops, laptops, and peripherals.
- First-Line Support:
- Respond promptly to end-user inquiries through various communication channels such as phone, email, or chat.
- Diagnose and resolve basic hardware and software issues.
- Engage and work with vendors if needed.
- User Assistance:
- Provide step-by-step guidance to end-users on using standard software applications and basic hardware troubleshooting.
- Assist with basic configuration and setup of end-user devices.
- Ticket Management:
- Respond to and resolve tickets for service within established Service Level Agreements.
- Log and manage support tickets, ensuring accurate and timely documentation of issues and resolutions.
- Prioritize and escalate tickets to higher-level support as needed.
- Regularly update customers on open issues, providing ETA for resolution.
- Documentation and Knowledge Sharing:
- Contribute to creating and maintaining comprehensive documentation, including troubleshooting knowledge base articles and best practices.
- Share knowledge with the team and contribute to continuous improvement initiatives.
- Collaboration:
- Collaborate with other IT support teams to share knowledge and escalate issues.
- Staff Training:
- Participate in training sessions on new hardware, software, or system updates.
- User Training:
- Provide basic training and guidance to end-users on hardware and software.
- Remote Support:
- Provide remote support for users working in different locations, addressing connectivity issues and troubleshooting.
- Rounding:
- Proactively round assigned areas to identify and remediate issues. Items include hardware, software, cable management, and security protocols.
- Anything related to IS and engage proper IS Teams to resolve any customer needs
- Security Compliance:
- Enforce and adhere to security protocols, ensuring end-user devices and systems comply with organizational security policies.
- Stay informed about the latest security threats and technologies
- Project Participation:
- Participate in IT projects related to system upgrades, migrations, and deployments.
- Provide technical expertise and support during project planning and implementation phases.
- Other Responsibilities
- Must follow all department policies and procedures, including escalation process and response times.
- Exceptional oral/written communication skills.
- Strong organizational and follow-up skills.
- Work in a team environment to ensure customer satisfaction and continuous improvements in service.
- During employment, employees must be flexible regarding potential schedule changes in a 24-hour, 7-day-a-week environment. Flexible schedules require availability for nights and weekends, including unplanned and unscheduled overtime.
- Participate in weekend rotation to provide support coverage as needed.
- Participate in on-call rotation to provide support coverage as needed.
- Ability to work under pressure.
- Ability to handle multiple issues or projects at any time.
- Drive company and personal vehicles between Children's locations to service and install equipment.
- Other duties as assigned.
WORK EXPERIENCE
- Less than 1 year Minimum 6 months of experience as a desktop support technician, or in a related field Req
- Experience in healthcare Pref
EDUCATION
- High school diploma or equivalent Req
- Two-year Associate's degree or equivalent experience Pref
LICENSES AND CERTIFICATIONS
- Comp TIA A + Certification Pref
- Valid unrestricted driver's license and proof of insurance for remote office support assignments Req
A Place Where You Belong
We put our people first. We welcome, value, and respect the beliefs, identities and experiences of our patients and colleagues. We are committed to delivering culturally effective care, creating meaningful partnerships in the communities we serve, and equipping and developing our team members to make Children’s Health a place where everyone can contribute.
Holistic Benefits – How We’ll Care for You:
- Employee portion of medical plan premiums are covered after 3 years.
- 4%-10% employee savings plan match based on tenure
- Paid Parental Leave (up to 12 weeks)
- Caregiver Leave
- Adoption and surrogacy reimbursement
As an equal opportunity employer, Children's Health does not discriminate against employees or applicants because of race, color, religion, sex, gender identity and expression, sexual orientation, age, national origin, veteran or military status, disability, or genetic information or any other Federal or State legally-protected status or class. This applies to all aspects of the employer-employee relationship including but not limited to recruitment, hiring, promotion, transfer pay, training, discipline, workforce adjustments, termination, employee benefits, and any other employment-related activity.