The role of an IT End User Support Analyst is to provide 1 st and 2nd-level technology support for critical components of the business by using strong communication, problem solving and customer service skills (may include servicing multiple locations). Responsible for the procurement, tracking, configuration, installation, maintenance, troubleshooting, and/or access administration of end user computing devices, related applications and peripherals (including laptops, mobile devices, printers, VoIP endpoints, telephony integrations, workstation operating systems and related network). Provide technical and process expertise to team members, participate in small projects, actively engage in process improvement, champion established processes and identify opportunities for improvement.
Provide best-in-class customer service to meet the desktop technology needs of end-users. Work to proactively understand end-user computing and desktop technology needs.
Take ownership of and accountability for technical issues while maintaining a high level of client satisfaction through effective communication and prompt resolutions
Provide quick response and utilize problem solving skills to resolve escalated requests from the Service Desk regarding Endpoint issues/needs via telephone, email and desk-side support.
Execute and/or support the imaging, installation deployment or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, IP phones, analog interfaces and services, printers and peripherals (new and upgrades) on both a one-off and project basis.
Manage thorough and timely set-up of computing equipment for new and existing end-users.
Coordinate with other technology teams across the organization to ensure prompt resolution and appropriate hand-off; troubleshooting, diagnosis of all IT issues.
Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction.
Provide first level cabling configuration and support for network and phone issues including but not limited to, punch down and cable patching.
Participate in small-to-medium-sized initiatives as necessary.
Participate in the identification, creation, implementation, execution, documentation, improvement and maintenance of best-in-class processes for all Endpoint activities ensuring timely response, fulfillment and end-user satisfaction.
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.
Associates (2 year degree) or equivalent work experience with focus on Information Technology/Systems related technical field
3+ years of IT support
2+ years of hands-on desktop and printer hardware support
2+ years of working in an enterprise (10,000+ users) or healthcare environment
1+ years of in-depth application support
1+ years of working with Cisco IP Telephones
1+ years of working with user accounts in Active Directory
Excellent customer service
Excellent oral and written communication skills
Excellent prioritization and problem-solving
Team oriented with excellent interpersonal skills
Proven ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotional critical situations
Ability to be accountable for actions and willing to take control of situations
In depth knowledge of desktop/laptop PCs, enterprise printers, and peripherals
Good knowledge of networking
Detail oriented and able to work in team or individual basis
Familiar with IT ticketing systems such as Service Now
Valid drivers license
Bachelors (4 year degree) or equivalent work experience with focus on Information Technology/Systems related technical field
1-2+ years of experience with hands-on PC repair.
1-2+ years supporting iOS and Android
Basic knowledge of
Experience managing small inventory
Strong ability to relate technical information to non-technical audiences.
Experience planning and executing small initiatives/projects
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.
Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.
Its broad continuum also includes 60 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership ...with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.