End User Computing Analyst II - Implementation

Hourly Pay Range:

Position Highlights:

• Position: End User Computing Analyst II - Implementation Team
• Location: 4901 Searle Parkway, Skokie, IL
• Full Time
• Hours: Monday-Friday, 8am - 4:30pm
• Local Travel: local travel to new sites and facilities will be required
• Onsite position

Job Summary:

The Technical Implementation Analyst performs maintenance and integration activities as they relate to the end user computing environment inclusive of desktops, laptops, monitors, peripherals, security, inventory, and asset management. Responsible for the installation, of personal computers (PCs), printers, and peripheral equipment (e.g. scanners). Performs all installations, upgrades and may perform backups of software and hardware applications. Troubleshoots software, hardware failures and identifies network problems when they relate to PCs, printers, and various peripheral equipment.

The Technical Implementation Analyst provides level 2 technical support and problem management to end users on complex issues regarding computer operations and networks including installations, moves, adds, system status, etc. Under minimal supervision, provides timely deployment of end user computers to ensure end user productivity. Coordinates configuration/installation and general troubleshooting of PC hardware and software as well as peripherals. Maintains accurate information and data regarding end-user deployment and or moves within ServiceNow according to policies and standards. Acts as the point person for special projects involving the deployment and installation of end user computing equipment. A certain degree of creativity and latitude is required as well as critical problem solving. Will be required to train new hires when needed.

To be successful in this role, you will be expected to remain updated on the latest solutions and technologies and advocate for the adoption of industry best practices.

What you will do:

• Delivers quality customer service to customers with installation, configuration and ongoing usability of desktop computers, peripheral equipment, and software.
• Analyzes, prioritizes, and maintains project deployment schedules. Resolves incoming deployment, rollout service requests with the assistance of the problem resolution system, IT Support manuals, other Endeavor staff, Endeavor vendors, and uses troubleshooting and analytical skills to diagnose, repair and test.
• Effectively communicates status with end-user customers and properly documents the status according to Endeavor Health documentation procedures.
• Provides desktop hardware and software support, including but not limited to: Moves, Adds or Changes (MAC), installation, deployment, implementation, swap out, updating, configuration, and re-configuration of PC, PC peripherals as related to various I.T. support, repair, and project related work.
• Follows procedures and standards when decommissioning equipment for recycling.
• Responsible for ensuring data, keyboard, mouse, and power cords/cables are safely secured and placed in confined locations to avoid any trip hazards.
• Ability to resolve end user issues, including software applications issues, software to hardware issues. If unable to resolve will escalate to other appropriate resources.
• Perform related duties consistent within the scope and intent of the position.
• Adheres to all Endeavor Health standards, policies, and procedures.
• Must be able to assist Level I Technical Implementation Analysts with one-on-one training, trouble shooting, process workflow and job shadowing as needed.
• Other duties as assigned.

What you will need:

• Education: Associate degree or equivalent work experience.
• Certifications: A+ certification or equivalent experience. Possible other certifications may be required depending on future defined subject matter expert in hardware or software.
• Experience: Three (3) or more years of computer related experience, 2 years in customer service desirable.
• Unique or Preferred Skills:
• Minimum of four (4) or more years computer related support, 3 years working with customers and end users. (preferred)
• Experience with repair and configuration of various operating systems (Windows, MacOS, iOS, Android), desktops, laptops, thin clients, and mobile devices. (preferred)
• Experience in deploying hardware and software. (preferred)
• Moderate verbal and written skills essential for providing positive customer service and good communication.
• Ability to handle difficult clients and situations in a professional and courteous manner.
• Possess relevant computer skills, with an understanding of current PC operating systems and basic network concepts.
• Solid understanding of information processing fundamentals and best practices.
• Ability to apply common sense understanding to carry out written or oral instructions.
• Ability to read, write and comprehend detailed instructions, short correspondence, and memos.
• Ability to manage multiple complex projects with efficiency.
• Strong computer knowledge and interpersonal skills.
• Personal and ethical accountability
• Demonstrates analytical and critical thinking for problem solving / issue resolution.
• A lean towards curiosity, out of the box thinking and innovative.
• Provide additional knowledge, skills and abilities based on portfolio of responsibility.
• A valid driver's license is required if the incumbent is selected to perform related duties at an off-site location. If the incumbent uses their personal vehicle, the incumbent must maintain automobile liability coverage as required by law and evidence of such coverage may be requested.

Benefits (For full time or part time positions):

• Premium pay for eligible employees
• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.