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End User Services Specialist

San Diego, California
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Job ID 3357 Date posted 11/18/2019 Schedule Regular Shift Day Hours Full-Time Department Information Technology; IM-Infrastructure

JOB SUMMARY:

The role of the End User Services Specialist 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 Specialist 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.He/she coordinates with other End User Services staff regarding standard images, naming conventions and inventory control/ asset management. He/she also coordinates 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. He/she will be able to do so while maintaining a positive and professional voice and demeanor in a hectic, busy & 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:

High School Diploma, GED or foreign equivalent

1 year of experience

CA Driver’s License and Proof of Auto Insurance

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

Minimum 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)

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

3 years of experience

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 other

Certifications such as CompTIA A+ Certification, Linux Pro Institute Certification, Msft Cert Technology Spec 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

Experience working in a hospital or healthcare environment

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