End User Services Specialist

The End User Services Specialist is a Tier 2 role that is part of the RCHSD Infrastructure department. In this role, you will play an integral part in maintaining and troubleshooting hardware and software throughout the RCHSD Enterprise while supporting a variety of RCHSD customers, including but not limited to; RCHSD staff, physicians, clinics, programs, clinical staff, etc.

This will be done by managing and troubleshooting all end user devices workstations/thin clients, virtual machines, printers/copiers, mobile devices, etc. along with aiding with software installations and support for application problems. The End User Services Specialist is expected to communicate effectively, possess the ability to handle large volumes of tickets, assist on projects, and help maintain an accurate asset inventory. This candidate must also be comfortable working in a fast-paced environment, possess documentation skills, the ability to manage their time and workload, have excellent problem-solving skills, all while still being able to maintain a positive and professional voice and demeanor when working with peers and staff.

Ability to travel to various locations for support, pickup/delivery of equipment, and provide onsite support during on call rotations. Please note, this is not a remote position.

Other key duties and abilities include:

Provide helpdesk support to healthcare professionals and administrative staff at multiple RCHSD or HC facilities.

Collaborate with other departments inside and outside of the Infrastructure Department such as CIS, 3rd party Vendors, and BioMed department.

Troubleshoot hardware and software issues in a timely manner.

Maintain and administer end-user workstations, mobile devices, printers, and associated technologies.

Install, configure, and maintain general software (MS Office, PDF, Citrix, etc.) and healthcare specific software (Epic, MergePACS, Wellsky, etc.).

Experience with software such as Azure, Active Directory, MCEM\SCCM, Intune, Company Portal, and Help Desk ticketing systems and Windows Operating systems strongly preferred.

Assist in the maintenance and tracking of all RCHSD asset inventory (hardware and software).

Generate and maintain documentation of procedures, configurations, and troubleshooting guides to be placed in our Knowledge Base.

Ability to lift up to 25 pounds, Ability to travel 25% throughout both San Diego and Riverside County.

On call rotation for after-hours and weekend support for routine and/or emergency maintenance.

Other duties as assigned.

JOB SUMMARY:

The End User Services Specialist is a Tier 2 role that is part of the RCHSD Infrastructure department. The position plays an integral part in maintaining and troubleshooting hardware and software throughout the RCHSD Enterprise while supporting a variety of RCHSD customers, including but not limited to RCHSD staff, physicians, clinics, programs, clinical staff, etc. The End User Services Specialist will be expected to manage and troubleshoot all end user devices workstations/thin clients, virtual machines, printers/copiers, mobile devices, etc. along with aiding with software installations and support for application problems. Will be expected to interact with multiple parties on a daily basis to address and manage a large volumes of tickets, assist on projects, and help maintain an accurate asset inventory. This position does require the ability to travel to various locations for support, pickup/delivery of equipment, within the RCHSD enterprise, including satellite locations. Expected to participate in on-call rotation for after hours and weekend support for routine and/or emergency maintenance.

MINIMUM QUALIFICATIONS:

H.S. Diploma,GED,or Equivalent

2 Years of Experience

CA Driver's License

Proof of Auto Insurance

Ability to diagnose, troubleshoot and repair various end user devices and peripherals - workstations/thin clients, virtual machines, printers/copiers, mobile devices, scanners etc.

Ability to lift up to 25 lbs. Ability to travel 25% throughout San Diego and Riverside counties, by use of company fleet vehicles and personal vehicle use.

Experience supporting desktop operating systems such as Windows 10, 11, MAC OS, Linux, and Chrome OS. Experience working with Virtual desktop environments and Thin Clients via Dell Wyse console is a plus.

Experience providing remote support and utilizing remote support tools.

Support common IT Desktop applications such as Microsoft Office, Office 365, Teams\Zoom, Adobe\Kofax, Visio and MS Project. Experience with healthcare related software such as Electronic Medical Records (EMR) Epic and Cerner is a plus.

Familiar with Active Directory, Help Desk ticket systems, computer imaging software (Ghost, MDT, MCEM), printer support, software installs, and administration of network file shares.

Experience with troubleshooting hardware and software

Excellent customer service and communication skills via multiple mediums (phone calls, email, ticketing system, and in-person conversations).

Ability to work in a fast-paced environment, strong documentation skills, and balance competing work priorities

PREFERRED QUALIFICATIONS:

Associate's Degree

The current salary range for this position is $26.74 to $36.78

Rady Children's Hospital is committed to compensation that is externally competitive and internally equitable. We demonstrate this commitment by conducting regular market reviews to remain competitive with organizations of similar size in the nonprofit, healthcare sector. The range listed above does not represent the full salary range for the position but is the expected hiring range for qualified candidates. Compensation decisions consider a variety of factors including experience, education, licensure, unique skillsets, organizational need, and internal equity. This posting will remain open from the "date posted" until the hiring manager has determined there is a sufficient applicant pool or until the position is filled.

EOE including disability/vet