IT End User Support Associate

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.

Required