IT Sr End User Services Specialist
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Job Location:
Woodland, WA - USA
Monthly Salary:
Not Disclosed
Posted on:
16-10-2025
Vacancies:
1 Vacancy
Job Summary
Where Youll Work
Job Summary and Responsibilities
This is a 100% on-site position.
Job Summary
Members of the End User Services (EUS) Technical Support team are responsible for on-site and/or remote installation maintenance troubleshooting and/or repair of desktop notebook and mobile PC workstations printers and associated peripherals. Responsibilities include responding to incidents and problems and fulfilling requests. They also understand the business implications of computer hardware and system issues allowing them to appropriately set incident severity levels. They can troubleshoot a wide variety of technical problems and engage parties in other areas of IT to address problems. The EUS team member understands the technical infrastructure and requirements of the hardware in their respective area and how it aligns to enterprise infrastructure standards. They also are responsible for understanding and supporting aspects of the integration of desktop systems with other systems in the enterprise. The EUS team member monitors the performance of desktop hardware and maintains a secure environment. Professionals in this job family understand the Key Performance Indicators (KPIs) that identify the success of the services they provide and continually strive for improvements to operational efficiencies and seek to continually add value to the services delivered to the user community.
Job Responsibilities
- Provides desktop hardware support expertise and direction in the implementation of highly complex / enterprise wide cross functional programs or projects. May lead team to resolution of highly complex problems.
- Leads the team in troubleshooting of highly complex hardware software and system problems.
- Works or coordinates on multiple projects engaged in enterprise wide projects as a team member sometimes a team leader. Acts a subject matter expert for multiple areas.
- Responsible for working with and leading the business and other IT areas in the support maintenance and deployment of desktop hardware as well as information support processes.
- Oversees the EUS team to ensure customer and production support needs are achieved. Diagnoses and resolves highly complex issues and provides guidance to other team members. Leads team in problem resolution activities. Works with leadership to develop strategies for problem reporting and resolution to be used by both the customer and team.
- Responds to customer requests of high complexity typically requiring high-level customer service to facility administration and/or VIPs. Interacts with customers and business stakeholders in a courteous and professional manner. Generates activity and status reports. Oversees the request fulfillment functions of the team.
- Ensures the accuracy of information input in the device asset management system. Oversees the team knowledge management contributions and identification of critical knowledge availability and use.
- Leads the team in assigning issues troubleshooting purchasing and deployment of new devices upgrades fixes and new installations. Works with Site Directors and project leaders to staff and execute moderate to highly complex enterprise solutions. Serves as an escalation and issue resolution point for team members. Coordinates with facility and IT leadership regarding readiness and delivery issues.
- Possesses a deep knowledge of all aspects of desktop services utilizes advanced principles to deliver End User support to their customers and to advice and mentor team members. Extensive understanding of CommonSpirit Health processes policies procedures and standards and ensures team compliance.
- Interfaces with customers on Operational Level Agreements (OLAs) and monitors and reports on deviations. Ensures proper monitoring and reporting of OLA deviations.
- Day to day interactions with user community and works consistently with all levels of the Business and IT Stakeholders as it relates to Incident Management Request fulfillment Problem Management and Project Delivery of medium to highly complex enterprise scale projects. Seeks opportunities for improvement in adherence to OLAs and Customer Satisfaction.
- Understanding and adherence to policies and procedures. Ensures team understanding and adherence to those policies and procedures.
- Demonstrates leadership through team motivation coaching mentoring and delegating.
Job Requirements
- Associates degree or technical institute degree/certificate or 5-7 years relevant experience is required.
- 5-7 years of experience in the Information Technology service industry.
- Experience with Service Management ER2 Google Workspace and InfoBlox.
- Healthcare experience strongly preferred.
- Advanced customer service skills required.
- Proficient in Windows operating system environment network printing systems and Microsoft Office modules.
#LI-CSH
Required Experience:
Senior IC
Key Skills
- SQL
- Active Directory
- Information Technology
- Access Points
- System Software
- Database
- Infrastructure
- Linux
- Project Management
- Internet
- Troubleshoot
- PC
- Procedures
- Setup
- hardware
About Company
Dignity Health provides compassionate, high-quality, affordable health care services throughout Arizona, California and Nevada. Schedule an appointment today!
