Overview
**Description**
**Providence is seeking a IS Customer Support Technician who:**
Serves as the key point of support to resolve caregivers’ issues, fulfill requests for information technology services, and facilitate technical project deployments. End User Support team members must deliver timely and accurate Information Technology support and services to all Providence caregivers, partners, and customers while maintaining a focus on positive customer service experience. In addition, must be able to perform tasks outlined in Associate End User Support Technician.
**In this position you will:**
+ Communication:
+ Knowledge of the importance of communication and following defined standards.
+ Skilled in actively listening to and interpreting the customer’s needs.
+ Skilled in discussing issues with team members.
+ Ability to ensure critical events are communicated in a timely manner to the appropriate parties until resolution.
+ Skilled in clearly articulating caregiver issue and solutions in terms the caregiver understands.
+ Ability to take direction from leadership and ask questions when needed.
+ Minimal use of personal mobile device might be required.
+ Critical Thinking:
+ Ability to demonstrate knowledge and understanding of the pertinent technical and application environment across CTS.
+ Skilled in working through challenging situations with both internal and external customers.
+ Ability to competently overcome resistance and setbacks.
+ Ability to participate in root cause analysis in response to system issues and downtimes, to improve reliability and recovery.
+ Customer Focus:
+ Knowledge of and ability to provide helpful hints and location(s) of training materials. Provides caregiver education as needed
+ Skilled in displaying strong customer focus skills.
+ Ability to regularly engage key caregivers (rounding, escalation, etc.) and provide representation for IS/Clinical Engineering to the caregiver.
+ Ability to participate in discussions with caregiver to assess needs.
+ Skilled in taking accountability for customer satisfaction.
+ Knowledge of solution options and recommendations.
+ Ability to attend daily huddles as the CTS representative, speaking to issues and commitments, then documents and escalates appropriately.
+ Independent Work:
+ Skilled in providing support in situations where multiple disciplines are involved.
+ Ability to demonstrate long and short-range planning skills and the ability to implement them in day to day operations and projects.
+ Ability to look for opportunities to actively optimize workflows to increase productivity.
+ Ability to consistently complete personal development and performance goals.
+ Knowledge of mission, quality, business partners, people and financial results and seeks input on how to achieve outcomes that balance those concerns.
+ Leadership:
+ Skille in leading small to medium projects that involve team members.
+ Ability to actively seek constructive feedback while remaining open and receptive to it.
+ Ability to volunteer for opportunities and actively finds ways to contribute to team goals / team discussion.
+ Skilled in offering guidance to other team members on policies, procedures, and documentation for day-to-day work efforts.
+ Ability to seek out opportunities to aid others facing resistance and setbacks.
+ Skilled in exhibiting leadership skills in performing on call / requested support / escalation / oversight duties.
+ Ability to organize multiple efforts and responds to shifting priorities.
+ Teamwork:
+ Skilled in working directly with Providence organizations and vendors providing feedback to ensure stable environments.
+ Ability to own ticket resolution/repair to the satisfaction of the caregiver.
+ Ability to strive to listen, understand, and support the needs of others in a sensitive manner.
+ Skilled in developing effective working relationships.
+ Ability to independently seek out opportunities to assist other team members in their time of need.
+ Ability to partner to drive team efforts and initiatives.
+ Ability to participate in the assigned “on-call” rotation for 24/7 – 7 days a week support, if applicable.
+ Skilled in working collaboratively with others, trusting and accepting ideas that maximize overall efficiency.
+ Ability to support other team members with guidance on policies, procedures, and documentation.
+ Time Management:
+ Ability to look at work efforts and has the ability to understand the time involved with any given task.
+ Ability to ask for resources from leadership if additional assistance needed to meet defined timelines.
+ Skilled in providing recommendations to improve operational workflows.
+ Travel – Must be able to travel efficiently to all PSJH sites within scope of assignment.
+ On-Call – Must be able to participate in rotating on-call schedule.
**Job Specific Knowledge, Skills and Abilities:**
+ Ability to develop and maintains technical documentation associated with troubleshooting caregiver hardware and software issues.
+ Ability and knowledge to maintain and improve documentation standards.
+ Ability to document complicated workflows.
+ Ability to write and review Knowledge Base (KBase) articles.
+ Ability to effectively communicate both verbally and in writing with staff, physicians, and visitors.
+ Ability to actively participates with department / ministry teams, e.g., code blue & alarm.
+ Ability to build relationships with staff through regular rounding.
+ Ability to assist with resolving issues with new process improvements.
+ Ability to provide a consistent focus on continuous process improvement.
+ Ability to solicit needs from caregivers.
+ Ability to identify changes and improvements that accomplish long-range objectives.
+ Ability to support and understand the future vision of technologies and processes.
+ Technology Foundations knowledge & skills:
+ Knowledge of Servers, Networking, & Administration:
+ Ability to understand Active Directory group administration, basic user level account permissions.
+ Knowledge of print server administration.
+ Knowledge of monitoring software and call tracking systems.
+ Knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications, remote access, and VPN.
+ Demonstrates knowledge of networking components and concepts with an ability to apply knowledge to practical work efforts.
+ Ability to performs closet patching as needed.
+ Basic knowledge of virtual computing environments (e.g. Citrix).
+ Knowledge of Directory Services and Authentication processes.
+ Knowledge and skills to perform basic Network LAN switch port configuration.
+ Knowledge and ability to assist in the configuration of DHCP operations.
+ Endpoint:
+ Advanced knowledge of remote-control tools to resolve customer issues.
+ Skills to use imaging processes and to identify improvements to processes.
+ Knowledge and ability to fully support several Endpoint technologies including VPN, Antivirus, Microsoft Directory Services, and Endpoint Peripherals.
+ Ability to adequately perform all tasks related to active directory for endpoints.
+ Devices: Ability to perform all support tasks for the following devices:
+ Printers
+ Thin Clients
+ Desktop/Laptops
+ Projectors
+ Tablets
+ Smart Phones
+ WoW’s
+ UPS’s
+ ATS’s
+ Ability to support MAC’s (device Move, Adds & Changes) and document updates in our asset management application per system standards.
+ Advanced knowledge of smart phones, and tablets.
+ Knowledge and skills in using Knowledge management tools.
+ Operating Systems:
+ Has a basic knowledge, understanding and ability to configure the following operating systems with supervision:
+ Skills and knowledge of the latest version of internet browser, Windows and Mac Operating System, Office, and TCP/IP network, hardware configuration, including PC’s, printers, and other peripherals.
+ Ability and knowledge to perform all support tasks for the following operating systems:
+ MacOS
+ iOS
+ Android
+ Microsoft Windows
+ Has a basic knowledge and ability to configure the Cisco IOS with supervision.
**Required Qualifications:**
+ 2 years Experience in technical support or at least one current certification in technology related field.
+ Experience using Knowledge management tools.
**Preferred Qualifications:**
+ Associate’s Degree IT or IT related equivalent.
+ Bachelor’s Degree Computer Science, Electrical Engineering, Information Systems or related discipline.
+ Coursework/Training Current certification A+, Network+, CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MSDBA.
**Why Join Providence?**
Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.
**About Providence**
At Providence, our strength lies in Our Promise of “Know me, care for me, ease my way.” Working at our family of organizations means that regardless of your role, we’ll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.
**About the Team**
Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.
**Requsition ID:** 244177
**Company:** Providence Jobs
**Job Category:** Operations & Support
**Job Function:** Information Technology
**Job Schedule:** Full time
**Job Shift:** Day
**Career Track:** Technical/Skilled Support
**Department:** 4011 SS ISSTE CT SRVC SOCAL
**Address:** CA Apple Valley 18300 Hwy 18
**Work Location:** St Mary Medical Center-Apple Valley
**Pay Range:** $30.21 – $48.06
The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.
Check out our benefits page for more information about our Benefits and Rewards.
