IT End User Support Associate

Position Overview

The IT End User Support Associate at Fairview Health Services is responsible for providing 1st and 2nd-level technology support to ensure the smooth operation of critical business components. This role emphasizes strong communication, problem-solving, and customer service skills to assist end-users with their technology needs, including the procurement, configuration, installation, and troubleshooting of various computing devices and applications.

Key Responsibilities

• Provide best-in-class customer service to meet the desktop technology needs of end-users.
• Take ownership of technical issues while maintaining high client satisfaction through effective communication and prompt resolutions.
• Resolve escalated requests from the Service Desk regarding Endpoint issues via telephone, email, and desk-side support.
• Execute and support the imaging, installation, deployment, or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, IP phones, and peripherals.
• Manage thorough and timely set-up of computing equipment for new and existing end-users.
• Coordinate with other technology teams to ensure prompt resolution of IT issues.
• Document, track, and monitor requests/problems and actions per defined processes.
• Provide first level cabling configuration and support for network and phone issues.
• Participate in small-to-medium-sized initiatives as necessary.
• Identify, create, implement, and maintain best-in-class processes for Endpoint activities.
• Provide technical and process expertise to other team members as necessary.
• Champion established processes and policies across technology and the business.
• Participate in on-call rotation outside of normal business hours if required.
• Perform work at multiple Fairview sites and transport equipment as needed.

Required Qualifications

• 1 year of directly applicable IT support experience (Service Desk or Hardware Support).
• Education in Information Technology Program Certificate or equivalent work experience.
• Reliable personal transportation to perform work at multiple sites during a scheduled shift.
• Strong customer service skills.
• Strong oral and written communication skills.
• Strong prioritization and problem-solving skills.
• Team-oriented with strong interpersonal skills.
• Proven ability to act with urgency while maintaining professionalism.

Preferred Qualifications

• Associate's degree or equivalent work experience with a focus on Information Technology/Systems.
• 1 year of experience in an enterprise (10,000+ users) or healthcare environment.
• Knowledge of supporting iOS and Android devices.
• Familiarity with IT ticketing systems such as ServiceNow.
• Knowledge of IP phones.
• A+, Network certification.

Benefits & Perks

• 403(b) matching
• Health insurance
• Dental insurance
• Paid time off