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Senior Executive Technical Support

Providence Health & Services


Location:
Renton, WA 98057
Date:
05/14/2020
2020-05-142020-09-06
Categories:
  • Information Technology
  • Customer Service
  • Healthcare
  • Construction / Skilled Trades
  • Engineering
Providence Health & Services
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Job Details

**Description:**
**Providence St. Joseph Health is calling a Senior Executive Technical Support to our location in Renton, WA.**
We are seeking a Senior Executive Technical Support to serve as the primary point of support for issues, fulfill requests for information technology services, and provide day-to-day white glove support for the Executive staff. Executive Support team members must be adept at diagnosing and resolving issues related to pcs, mobile devices, printers, peripheral hardware, software programs, telephony, network and audio-visual systems quickly and accurately. This person must display strong teamwork skills and the ability to coordinate with other Information and Technology Services teams as appropriate for final resolution of issues, often acting as the customers point of contact through the process. Candidates must have exceptional attention to detail, accuracy and thorough documentation/reporting skills. It is of utmost criticality that they possess the ability to function in stressful situations and multi-task effectively. Applicants need to display equal proficiency leveraging remote tools or providing direct face-to-face support while walking Executives through resolutions to their problems. Additional qualities: willingness and ability to share knowledge, follow departmental processes/procedures, provide basic customer training, offer thoughtful and accurate responses to technical questions regarding computing needs, and act as stewards of PSJH technical resources.
**In this position you will have the following responsibilities:**
+ Demonstrate PSJH core values of compassion, dignity, justice, excellence, and integrity to customers, employees, and visitors; and provide quality service in the performance of work assignments and duties assigned to them.
+ Maintain established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.
+ Provide high quality end user support and services while providing excellent Customer Service to all PSJH employees and partners.
+ Assign tickets to all other IS disciplines, and document all activity while communicating appropriate status to the end user appropriately to EUS standards.
+ Repair, replace, and update PSJH Workstations, Tablets and other computing hardware.
+ Repair, replace, and update PSJH Phones, Smartphones and other mobile computing devices.
+ Repair, replace, and update PSJH printers and related hardware.
+ Repair, replace, and update PSJH computing accessories.
+ Install applications as directed.
+ Work with all PSJH IS organizations to accommodate customer issues and requests, and follow them through to completion.
**Qualifications:**
**Required qualifications for this position include:**
+ A minimum of (5) years of experience in technical support and at least one (1) current certification in technology related field.
+ **-OR-** at least seven (7) years of experience providing technical support in a high volume, technology focused call center.
+ Basic knowledge of monitoring software and call tracking systems.
+ Basic knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications, remote access, and VPN.
+ The ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment.
+ Strong customer focus skills.
+ Clearly document ticket progress and ticket closure details using standard PSJH toolset.
+ Closet patching.
+ UPS deployment and maintenance.
+ Working knowledge of the latest version of Internet Explorer, Windows and Mac Operating System, Office, and TCP/IP network, hardware configuration, including PCs, printers, and other peripherals.
+ Able to support MACs (device Move, Adds & Changes) and document updates in our asset management application per system standards.
+ Proven ability to develop effective working relationships at all organizational levels.
+ Significant knowledge of Microsofts latest version of Internet Explorer, Operating System, Office, basic UNIX, and TCP/IP network, hardware configuration, including PCs, printers, and other peripherals. Advanced knowledge of Outlook and Outlook Web access.
+ Basic knowledge of virtual computing environments (e.g. Citrix, VMware).
+ The ability to work in and through challenging situations with both internal and external customers.
+ Advanced knowledge of remote control tools to remotely resolve customer issues.
+ Advanced knowledge of smart phones, and tablets.
+ Prior experience using Knowledge management tools.
+ Knowledge of Directory Services and Authentication processes.
+ Ability to utilize imaging processes and identify improvements to processes.
+ Network LAN switch port configuration
+ Demonstrated long and short-range planning skills and the ability to implement them in day to day operations and projects.
+ The advanced understanding of Service Now group queues and how tickets flow between teams.
+ Basic knowledge of ACD, Application interface engines, database structure and logic, report-writing tools.
+ Ability to identify and implement changes and improvements that accomplish long-range objectives.
+ Showing advanced leadership and mentoring skills for the team. Being able to mentor other team members to improve their overall skills and along with improve the care givers experience.
+ Extensive working knowledge of the PSJH IT infrastructure and being able to trouble shoot with other IT teams (Networking, Voice, Server, etc).
+ Detailed knowledge regarding core vendor strategies in area of technical accountability.
+ Strong attention to detail and analytical skills, having the ability to visualize, articulate, conceptualize or solve both complex and uncomplicated problems by making decisions that are sensible given the available information.
+ Expert in hardware trouble shooting skills across all desktop hardware platforms, including workstations, printers, VM environment, scanners and other desktop equipment supported.
+ ITIL background and certification is recommended.
**Preferred qualifications for this position include:**
+ Associate's Degree in IT or IT related equivalent.
+ Bachelor's Degree in Computer Science, Electrical Engineering, Information Systems or related discipline.
+ Coursework/Training: Current certification A , Network , CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MCDBA.
**About the department you will serve.**
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
**We offer a full comprehensive range of benefits - see our website for details**
http://www.providenceiscalling.jobs/rewards-benefits/
**Our Mission**
As expressions of Gods healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
**About Us**
Providence Health & Services is a not-for-profit Catholic network of hospitals, care centers, health plans, physicians, clinics, home health care and services guided by a Mission of caring the Sisters of Providence began over 160 years ago. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
**Schedule:** Full-time
**Shift:** Day
**Job Category:** Infrastructure
**Location:** Washington-Renton
**Req ID:** 258142
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