IT Epic Support Agent

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary:

The IT Endpoint Support Technician reports to the Manager, IT Endpoint Support and Service. They serve as an on-site support technician (Tier 1 & 2) and physically located within various OhioHealth facilities.

The primary focus of this position is to provide end user support and issue resolution with a focus on customer service seeking to achieve successful outcomes while removing friction from our users. They focus on the successful resolution of all IT support activities. They participate in training to enhance their ability to execute their job responsibilities. The IT Endpoint Support Tech may also be asked to perform installation and or relocation of endpoint equipment at times. They also participate in organizational-wide on-call rotations for endpoint support related high priority issues.

Responsibilities And Duties:

80% Technical Support
Provide technical support for a given site. Address user incidents and requests as assigned. Works with other site technicians to assist team with closure of tasks and requests as needed. Drafts and/or collaborates on knowledge-based articles as needed to ensure support consistency throughout the enterprise. Leverage knowledge-based articles for resolution of all issues and tasks to ensure consistency throughout the enterprise. Participates in training as new associates and whenever provided as new technology solutions are introduced. Provides input to continuous improvement opportunities as they are identified.

 
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 received feedback from customer satisfaction surveys​ to understand where continuous improvement opportunities exist. Works with the Manager and Sr Technicians to refine their customer service skills and recommended areas for improvement. Attends customer service skills training as provided.

 
5% Administrative
Participates in periodic team meetings to establish ongoing communication and collaboration within team and consistency throughout the enterprise. Attend other meetings as requested to represent the team.

As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.

The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time

Minimum Qualifications:

High School or GED (Required)

Additional Job Description:

Years of experience: 1 year or CompTIA A+ Certification

 

SPECIALIZED KNOWLEDGE
1-year prior experience working in an Information Technology/Support field, healthcare environment preferred, with a demonstrated ability to provide excellent customer service skills or completion of the CompTIA A+ Certification. ITIL Foundation certified or will work towards completion within 1 year of hiring date.

 

Basic 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. Basic knowledge of macros, templates, and scripts that modify desktop software/hardware environment. Basic 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)is a plus. Demonstrated time management skills with ability to prioritize work and hold to a schedule of events. Ability to work independently with some supervision or as part of a collaborative team.

DESIRED ATTRIBUTES
Self-motivated with the ability to collaborate with team to provide 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

IT Clinical Support Call Center

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