End User Support Intermediate

Location:

Geisinger Wyoming Valley (GWV)

Shift:

Days (United States of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

Yes

Job Summary:

The End User Support Analyst serves as a liaison between Information Technology Management and assigned organizational departments on matters related to technology, support, deployment, and planning. This position provides analysis and problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems. The End User Support Analyst interacts with, and coordinates work assignments between, IT teams and Geisinger staff. The End User Support Analyst makes decisions based on independent judgment to resolve a range of complex technical problems. The incumbent provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships throughout the Geisinger Health system.
The End User Support Analyst will perform duties to support the goals and objectives of Geisinger in its efforts to provide the best possible patient care and satisfaction.

Job Duties:

• Provides professional customer-facing and remote solutions for all technical needs in a designated area of support within the Geisinger Health system. Will serve as backup to other analysts in a collaborative team-based environment and be part of an after-hours on-call rotation.
• Installs and configures computers, laptops, tablets, handhelds, and other common technology/devices for new and existing Geisinger Health System employees.
• Supports Geisinger Health System with regular maintenance, monitoring, backup, and documentation for all for all End User Computing supported devices.
• Operates as a liaison with other IT teams to identify solutions and to help resolve technical needs of the supported departments. Areas can include network administration, systems administration, high-performance computing, information security, etc.
• Effectively documents steps taken to reach a resolution in the problem management system for other team members to search and learn from these examples.
• Rounds to better understand the needs of the users in the analyst’s area of support and provide for an excellent user experience.
• Provides after-hours or weekend support when necessary to perform high-risk or planned downtime of Geisinger Health System IT systems for upgrades and maintenance.
• Identifies processes and procedures that can be improved upon for greater efficiency within EUC and brings it to the attention of more senior members of the team.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).

Position Details:

Education:

High School Diploma or Equivalent (GED)- (Required)

Experience:

Minimum of 6 years-Relevant experience* (Required)

Certification(s) and License(s):

Skills:

Hardware Infrastructure, IT Environment, IT Systems Management, System And Console Operations, Systems Software Infrastructure

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

• KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
• EXCELLENCE: We treasure colleagues who humbly strive for excellence.
• LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
• INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
• SAFETY: We provide a safe environment for our patients and members and the Geisinger family. 

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all.  We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.