Fairview Health Services is looking for an IT End User Support Associate for our corporate IT office in NE Minneapolis. Our Information Technology services include over 800 employees who work to proactively support the growth of the Fairview network, applications and infrastructure, while also partnering with end-users to ensure patient care quality and safety.
The role of an IT End User Support Associate is to provide 1 st 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).
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 team members to ensure prompt resolution and appropriate hand-off; troubleshooting, and diagnosis of issues.
Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction.
Identify opportunities for process improvement with regard to Technology user support processes and policies.
Provide first level cabling configuration and support for network and phone issues including but not limited to, punch down and cable patching.
Participate in on-call rotation outside of normal business hours if required.
Information Technology Program Certificate and/or equivalent work experience
1 year of directly applicable IT support (Service Desk or Hardware Support)
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
Valid drivers license
Associates (2 year degree) or equivalent work experience with focus on Information Technology/Systems related technical field
1 year of working in an enterprise (10,000+ users) or healthcare environment
Knowledge of supporting iOS and Android
Knowledge of IP phones
Familiar with IT ticketing system such as Service Now
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.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 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.Its broad continuum also includes 60 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, ...Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.