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Providence Information Systems (IS) Technical Support Specialist I in Spokane, Washington

Description:

Providence is calling an Information Systems (IS) Technical Support Specialist I (Infrastructure Services Phc, Days, 1.0 FTE) to Providence Sacred Heart Medical Center in Spokane, Washington. We are a community of caregivers delivering every day on our Mission to provide compassionate care that is accessible for all - especially those who are poor and vulnerable.

In this position you will:

  • General Accountabilities:

  • Demonstrate Providence Health & Services core values of Compassion, Dignity, Justice, Excellence and Integrity to customers, employees, and visitors; and provides quality service in the performance of work assignments and duties.

  • Maintain established department policies and procedures, Improving Organization Performance program, and patient/customer safety standards.

  • Technical Duties :

  • Provide high quality end user support and services while providing excellent Customer Service to all Providence employees and partners.

  • Triage customer issues and requests through various tools, troubleshooting and resolving end-user technology issues.

  • Assign ITSM tickets to all other IS disciplines, and document all activity appropriately, while communicating appropriate status to the end user.

  • Repair, replace, and update Personal Computers, Tablets and other computing hardware.

  • Repair, replace, and update Phones, Smartphones and other mobile computing devices.

  • Repair, replace, and update printers and related hardware.

  • Repair, replace, and update computing accessories.

  • Install applications as directed.

  • Work directly with CSE/Desktop Engineering and other IS organizations to provide feedback and testing results on computer images to ensure stable computing environments.

  • Work with all Providence IS organizations to accommodate customer issues and requests, and follow them through to completion.

  • Escalate incidents related to software, hardware and interfaces, documenting progress and resolution of incidents.

  • Ensure critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution.

  • Ensure customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with a positive experience.

  • Adhere to documented standards, policies and procedures for documentation, ticketing processes, and handling expectations.

  • Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IS organizations (both PH&S and vendors) during ticket handoff in order to minimize customer interruptions and avoid duplicate information requests.

  • Major Challenges:

  • Providing a level of technical expertise across multiple skill sets and a complex technical environment to address and resolve the client’s issues in an acceptable time frame.

  • Working with the many different IS support organizations within Providence IS (as well as vendors) will be challenging. The expectation is that the Technical Support Specialist will continue to own resolution of an issue through until completed to the satisfaction of the user, regardless of the numbers of handoffs between organizations.

  • Technical Support Specialist will need to develop and maintain solid working relationships with all impacted users within the areas that they support.

  • Knowledge and understanding of the technical and application environment across the entire Providence enterprise.

  • Remaining calm and professional under pressure, high ticket volume, and major events that impact the customer.

Qualifications:

Required qualifications for this position include:

  • Associate's Degree in IT or IT related industry or equivalent educ/experience.

Preferred qualifications for this position include:

  • Level I: A , and/or NET

  • 2 years in Level I: IT customer service related experience in a single or combination of positions​​​​​​​

About the hospital you will serve.

Providence Sacred Heart Medical Center has a commanding presence in Spokane, Washington and is a beacon of hope and healing for patients throughout the region. We have over 600 beds and are chosen by people from across the state for the da Vinci surgical robotic for heart surgery and parents from all over the Inland Northwest who have children with life-threatening conditions know they’ll find the care and comfort they need at Sacred Heart Children’s Hospital.

For information on our comprehensive range of benefits, visit:

http://www.providenceiscalling.jobs/rewards-benefits/

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. 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: IT Operations and Support

Location: Washington-Spokane

Req ID: 290339

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