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Job Description Summary:

The Sr IT Endpoint Support Tech reports to the Manager, IT Endpoint Support and Service. They serve as most senior on-site support technician (Tier 2) and provide onsite guidance for other techs physically located within various OhioHealth facilities.

The primary focus of this position is to provide end user support and issue resolution with a customer focus seeking to achieve successful outcomes while removing friction from our users. They assist other technicians on the team as needed to ensure successful resolution of all support activities as defined by our customers. The Sr IT Endpoint Support Tech is responsible for the primary training of new associates and will provide feedback to the Manager on technician performance. The Sr IT Endpoint Support Tech addresses user escalations and high priority requests as needed. They also participate on organizational-wide on-call rotations for endpoint support related high priority issues.

Responsibilities And Duties:

75% Technical Support
Provide the most Senior Technical support for a given site.  Address user escalations and high priority issues as assigned.  Works with other site technicians to assist them with closure of tasks and requests as needed. Drafts, modifies, and or reviews knowledge-based articles as needed to ensure and support consistency throughout enterprise. Provides training to new associates as needed.  Provides input to continuous improvement opportunities as they are identified.  Fulfills on-call duties on a rotational schedule.
 
15% - Customer Service
Is an ambassador for IT​ at the site assigned.  Works to develop relationships with campus personnel.  Performs regular rounding to all departments at site.  Frequently receives feedback from customer satisfaction surveys​ to understand where continuous improvement opportunities exist.  Provides feedback to the manager related to other technician’s customer service skills and recommends areas for improvement.  Attends customer service skills training as provided and coaches other associates on how to provide excellent customer service.
 
10% Administrative
Participates in periodic team meetings to establish ongoing communication and collaboration within team and consistency throughout the enterprise.  Attend leadership meetings as requested to represent the team.  Provides input to the Manager related to technician performance.

Minimum Qualifications:

High School or GED (Required)ITIL - Information Technology Infrastructure Library - Axelos

Additional Job Description:

Degree in IT related field of study and/or

3 years’ experience in IT related field and CompTIA A+ Certification

 

SPECIALIZED KNOWLEDGE
2- 3 years prior experience working in an Information Technology/Support field, healthcare environment preferred, with a proven track record of excellent customer service skills.   ITIL Foundation certified or will work towards completion within 1 year of hiring date.

 

Extensive level of knowledge related to PCs, mobile devices, software, endpoint operating systems, accessories / peripherals, including printers, as well as remote connectivity tools.  Working knowledge of information security principles and practices.   Ability to develop Macros, templates, and scripts that modify desktop software/hardware environment.  Extensive knowledge supporting and providing end user assistance with MS Office applications.   Ability to communicate effectively with individuals at all levels in the organization.  Knowledge of Service-Now, Microsoft Configuration manager, and Configuration Management Data Base (CMDB). Excellent time management skills with the ability to properly prioritize work and hold to a schedule of events.  Ability to work independently with little supervision or as part of a collaborative team.

DESIRED ATTRIBUTES
Self-motivated with the ability to collaborate with team to train and assist with providing excellent customer service while effectively addressing operational issues as they arise.  Ability to work in a highly dynamic health system.  Bachelor’s Degree in Information Technology/Support field,  CompTIA A+ Certification, Microsoft Certified Professional (MCP).  Knowledge of Service Level Management activities and how they integrate with the ITIL Service Support Processes.  Experience in a similar size IT environment, 35,000 devices and users.

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

IS Asset Management

Join us!
... if your passion is to work in a caring environment
... if you believe that learning is a life-long process
... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment