JOB SUMMARY:

The role of the End User Services Analyst is to manage all end user devices, access paths and printing functions relevant to device hardware, software and application problems, new installations, upgrades and general assistance as reported or requested by staff and physicians of the Rady Children's Hospital and Health Community as applicable. The nature of the inquiries include but are not limited to requests for assistance with the organization's computers, telephones, hand scanners, computers on wheels (COWS), personal devices, label printers, general printers and multiple function devices. Application installation, trouble shooting and support is provided by the Specialist for general software, like Microsoft Word, as well as departmental software, like Haivision. The Analyst is assigned an area of the hospital to manage that includes all end user devices and relevant applications thereof. The incumbent accurately identifies problems, troubleshoots and offers solutions and workarounds. He/she accurately communicates expectations regarding next steps and timelines for resolution. The Analyst coordinates with other End User Services staff regarding standard images, naming conventions and inventory control/ asset management. They also coordinate with other IS areas to resolve problems if necessary. The incumbent will possess the ability to handle large volumes of tickets and respond to them at any of the RCHSD or HC facilities. They will be able to do so while maintaining a positive and professional voice and demeanor in a hectic, busy and sometimes stressful environment. Comprehension and retention of large and complex amounts of new information is required. Meeting minimum service level agreements is essential to the success of the incumbent and the team as a whole. Other duties may be assigned as required by business need. The incumbent will spend 80% of his/her time managing end user experiences or devices. The remaining time will be spent in individual or team projects, like new system deployment, assistance with large application go-live activities (Epic upgrades) and the introduction of new technology.

MINIMUM QUALIFICATIONS:

H.S. Diploma, GED, or Equivalent

CA Driver's License

Proof of Auto Insurance

Ability to troubleshoot end user device incidents, access issues or printing issues in a timely manner

1 year of computer desktop support experience. Knowledge of computer hardware, including Desktop PCs, Laptops, Monitors, Printers, tablets, cell phones and hand held scanners

Ability to add, modify and remove printers in accordance with standard policies, Active Directory standards and other management requirements

Experience with desktop operating systems, including Windows XP, Window 2007 and beyond. Ability to add, modify and remove items (Icons) from desktop screens

Familiar with common software and associated problems such as Microsoft operating systems, MS Office, Adobe, Visio and MS Project. and healthcare related software such as Electronic Medical Records (EMR)

Has a deep understanding of a particularly area, printer, label printers, COWS, scanners etc. to such an extent that others in the group seek his guidance and expertise

In addition to the minimum qualifications 1 year experience in an enterprise computing environment supporting large numbers of users and machines on multiple platforms with a high number of systems and applications

PREFERRED QUALIFICATIONS:

Associate’s Degree

CompTIA A+ Certification

Msft Cert Technology Spec

Understanding of healthcare related Electronic Medical Record (EMR) systems, specifically Epic; Thorough understanding of challenges commonly encountered in a healthcare environment such as HIPAA compliance, patient safety and others. Certifications such as A+ strongly desired.

Experience supporting computers with the Linux operating system in an enterprise environment and building Linux images

Delivering similar services in a hospital or healthcare environment

The expected hiring range for this position is $29.49 to $40.55

Rady Children’s Hospital is committed to compensation that is externally competitive and internally equitable. We demonstrate this commitment by conducting regular market reviews to remain competitive with organizations of similar size in the nonprofit, healthcare sector. The range listed above does not represent the full salary range for the position but is the expected hiring range for qualified candidates. Compensation decisions consider a variety of factors including experience, education, licensure, unique skillsets, organizational need, and internal equity. This posting will remain open from the “date posted” until the hiring manager has determined there is a sufficient applicant pool or until the position is filled.