End User Computing Specialist- Intermediate
at Adventist Health System

Date Posted: 4/12/2017

Job Description

Job:  Information Technology

Organization:  Adventist IT

Shift:  Day

Job Posting:  Apr 11, 2017, 8:52:56 AM

This position is responsible for supporting End User Computing issues.  This position provides accurate and timely support services for end user devices. This position is responsible to install and troubleshoot all end-user hardware, software and peripherals.    This position is responsible for being the direct interface to the customer on behalf of other technical teams.  May need to provide remote PC support and troubleshooting. Assists with evaluations and recommendations of vendor packages, and implements approved software.  In this position you will need to be able to lift minimum of 20 lbs and also be able to crawl under desk or other spaces in order to hook up equipment.  This is an hourly position which requires taking on-call and is essential to the job role.

This position is an intermediate level position which provides working under general supervision. This position is responsible to install and troubleshoot hardware, software, and network problems for the clients they support.  May need to provide remote PC support and troubleshooting. The position also provides and assists in the general evaluation of business problems, evaluates and recommends vendor packages, implements approved software packages, and related computer devices. Consults with team lead, staff, and/or management regarding end-user equipment problems or malfunctions and recommends solutions. May need to provide status reports, problem-resolution summaries, and inventory reports as required. Assists with end-user training, and provides clear documentation.

Job Requirements

  • Install desktop hardware and software, including desktops, laptops, printers, scanners, PDAs, operating systems, and standard applications.  This includes installation and relocation of devices, as required
  • Follow AHS-IS standards for devices and software, as approved and directed by the AHS-IS Senior Leadership; report any non-standard installations of software or hardware.
  • Work with networking and server staff, as required, to provide proper end-user connectivity to the network, servers, and applications/systems. 
  • Troubleshoot and perform preventive maintenance on any authorized Adventist Health Systems devices as requested by user.
  • Enter and update Helpdesk tickets required to monitor and track all work done in End-User Computing support area. Follow and maintain necessary procedural documentation.
  • Contributes to maintaining inventory and spare hardware, and related inventory records. Assists with site walk-through and audits, to ensure accurate equipment and compliance
  • Provide image builds and/or modifications to Senior, Lead or manager of EUC for validation.
  • Provide detailed descriptions within help desk tickets. Must include troubleshooting steps taken. Technicians may not transfer tickets to other teams without the specific steps taken to resolve the issue and the results
  • Completes assigned tasks and projects within the scheduled deadlines.
  • Helps fellow EUC Specialist(s), to improve teamwork, knowledge, and customer service. Take appropriate direction from Senior/Lead EUC member and/or Manager.
  • Work closely with inventory and purchasing processes to support needed projects.
  • Recognize roadblocks and escalate to Senior, Lead or manager of EUC for problem resolution.
  • Meet the standard SLA for incident and request.
  • Setup, troubleshoot and support audio and video conferences with multiple locations.
  • Demonstrates a clear understanding of the responsibility matrix of the Adventist Health System Information Services Solution Center and local facility 
  • Internet Browsers
  • Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Skype, Office 365 Suite)                
  • All Current Microsoft Desktop Operating Systems
  • Familiarity with Windows Active Directory & SCCM
  • Familiarity with Mobile Devices
  • Familiarity with Web conferencing solutions (WebEx, GoTo Meeting)
  • HP Parts, A+, Network+, and/or Microsoft Certifications. Experience may be substituted for certain certifications, where appropriate
  • Solves technical issues with minimal supervision
  • Demonstrates effective trouble shooting and problem solving skills.
  • Understanding and maintaining of Active Directory, GPOs, workstation management software as is relates to users, workstations and printers. 
    • Healthcare
    • Enterprise exposure
  • High School diploma or equivalent.
  • 1-2 years’ experience in the desktop environment, troubleshooting and maintaining computer systems in a corporate environment. Ability to learn systems with little or no documentation. Continuous learning of new systems, business processes, and concepts are a must.
  • Associate's Degree in computer or technology related industry, preferred. 
  • A+ Certification, Security, and Network+
  • Works the required 40 hours per week, performs appropriate activities during work hours. Notifies supervisor of PDO requests in a timely manner.
  • Demonstrates general understanding of the department’s services; actively communicates relevant information to department team members in a timely manner.
  • Represents the department and company positively in appearance, conduct and demeanor; assesses own level of skill in speaking and listening; seeks to improve these areas while demonstrating maturity and self-confidence in interactions with clients and team members in daily activities.
  • Dresses in business attire during office hours in accordance with general office guidelines as reflected in employee handbook.
  • Cooperates and collaborates with peers, technical support and operations staff to complete assignments.
  • Participates in 24 hour, on call support when assigned.   Escalation to Senior or Lead EUC team member
  • Responds promptly to assignments and tasks, prioritizes multiple tasks, and keeps commitments to scheduled deadlines.
  • Accepts new responsibilities, and adapts to changes. Takes initiative or seeks extra work, where appropriate.
  • Follows department standard methodology and procedures, including change management.
  • Stay abreast of the latest technology enhancements through continuous technical self-education and reading. Evaluate and report up technologies that may be deemed appropriate for the business
  • Helps fellow EUC Specialist(s), to improve teamwork, knowledge, and customer service. Take appropriate direction from Senior/Lead EUC member and/or Manager.
  • Must be able to use a variety of programs with ease (MS Office Suites, Ticket Management, Adobe and other Software applications).
  • Demonstrates general understanding of the AHS mission, and immediate department’s services and role within AHS. Articulates these specific capabilities to team members, clients, or others.
  • Demonstrates understanding and value of teamwork. Offers assistance and support to team members. Demonstrates sensitivity/inherent to diversity of people. Treats everyone with kindness, care, and courtesy
  • Communicates honestly and timely with tact and diplomacy.
  • Demonstrates flexibility in a changing environment.
  • Demonstrates proficiency in written and oral communications skills
  • Demonstrates the ability to be self directed
  • Demonstrates professionalism and excellence in work and customer service

Job Snapshot

  • Employee Type: Full-Time
  • Location: Tampa, FL
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 4/12/2017

About Us

About Adventist Health System

Who We Are

We are one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.

Who You Are

You are a compassionate, talented professional who wants to work in an environment where you can live out your faith and your values. You are excited about being part of a team that uses the latest technology and medical research to ensure patients receive quality care, but who also recognize that great care is always personal. You enjoy going out of your way to make each patient and their family feel special, and are passionate about guiding them toward optimal health.

Our Community

Our community is global and so is our reach. From coordinating medical mission trips in Ethiopia to planting school gardens in Florida, we are constantly seeking ways to go beyond hospital walls in improving the health of our communities. As a member of our team, you will be encouraged to use your talents in fun, meaningful ways that bring joy and healing to people around the world.

Our Mission

Part of this worldwide network, Adventist Health System was founded in 1973 to support and strengthen the Seventh-day Adventist health care organizations in the Southern and Southwestern regions of the United States. Today it is a national leader in quality, safety and patient satisfaction, comprised of 46 hospital campuses and nearly 77,000 employees.

Although separated by geography, each of our facilities is united by the mission of Extending the Healing Ministry of Christ. Today we continue the tradition of whole-person care by practicing and sharing CREATION Health, a blueprint for living a healthy, happy life based on the principles given in the Bible’s creation story: Choice, Rest, Environment, Activity, Trust, Interpersonal relationships, Outlook and Nutrition.

We provide comprehensive benefits, training and advancement opportunities. We care for our employees as well as we care for our patients.