Job Description:

Position Highlights:

• Position: End User Computing Analyst II
• Location: Skokie, IL
• Full Time
• Hours: Monday-Friday, 8am - 430pm
• On Call: yes - one week rotating with other team members

A Brief Overview:
The End User Computing 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, repair and preventative maintenance of personal computers (PCs), printers, and peripheral equipment (for e.g. scanners). Performs all installations, upgrades and may perform backups of software and hardware applications. Troubleshoots software and hardware failures and identifies network problems when they relate to PCs, printers, and peripheral equipment.

The End User Computing Analyst II provides technical support and problem management to end users on complex issues regarding computer operations and networks including installations, moves, adds, system status, etc. Under general supervision, provides timely and creative solutions to end user computer problems of a complex nature to ensure end user productivity. Coordinates configuration/installation and general trouble shooting of PC hardware and software as well as peripherals. Responded to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves and configuration changes. Maintains accurate information and data regarding end-user issues within the incident and inventory systems and 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.


What you will do:

• Address inquiries, requests, reported issues and problems within all NorthShore's facilities as reported by End Users throughout the HealthSystem and assigned through NorthShore's ticketing system.
• Responds to and resolves end user computing hardware and application failures per department standards: understand, assess, identify and resolve.
• Deploys and installs end user computing hardware and software across all of NorthShore's facilities.
• Receives and acts upon incidents that have been escalated by junior members of the team.
• Provides customer support with advanced diagnostic solutions by working with customer support team(s) and providing support/ collaboration to problem solve;
• Demonstrates ability to resolve problems of a difficult nature using documented work-around procedures. Demonstrates ability to use intuitive tools to interpret various error conditions and/or reported symptoms, isolate problem, provide solution or escalate problem to appropriate support group.
• Reports and documents any malfunctions and/or observed deviations from standard performance via the ticketing system; works with support teams or vendors to restore services or minimize impact to the end user and business.
• Provides second line troubleshooting and the identification of applicable problems relating to workstations, Microsoft Office Suite, Enterprise software applications, NorthShore specific applications and basic network communications.
• Possesses knowledge of appropriate operating systems and access methods used at NorthShore.
• Handles and solves medium to high tickets in accordance with detailed documentation. Possesses fundamental hardware and software proficiency to successfully demonstrate the skill in practical applications of moderate difficulty. Is able to diagnose hardware problems, and install/alter configurations via software (e.g., autoexec.bat, config.sys).
• Demonstrates the ability to identify and resolve difficult hardware problems by associating customer reported problems and symptoms to pre-established resolutions using standard instructions from the manufacturer. Can use diagnostic tools and repair tools to accomplish tasks. Able to read and interpret schematics and other instructions for repairing equipment.
• Installs advanced desktop and clinical applications supported by HIT Application Teams Has the ability to install software on a specific platform. Demonstrates an ability to resolve problems that may occur during the installation of software. Is capable of understanding the design and purpose of the software being installed.
• Works on assignments that are often dynamic in nature where the ability to recognize deviation from accepted practice is required
• Works with the NorthShore end user community to identify and deliver required service levels
• Assists with performing routine, day-to-day procedural activities for simple incidents and situations, which may include recovery support.
• Perform complex data backup and data recovery, where required
• Performs required clerical tasks including incident ticket processes.
• Documents tasks completed in the shift and on incident assignment.
• Assists with maintaining operational security through reporting and communication of security breaches.
• Maintains and adheres to NorthShore Inventory and Asset Management processes and policies.
• Works with other teams on hardware requests (e.g., makes recommendations on PC specifications for new users based on NorthShore standards); may be involved with deploying hardware, setting up users on the network, assessing user PC upgrades and delivering on requirements.
• Manages inventory independently and establishes min-max levels; submits requisitions to HIT procurement to order spare parts.
• Performs required clerical tasks required for NorthShore's inventory management processes.
• Receives training and certification on filing of warranty claims for products and services; gains familiarity with claims processes to understand issues and potential solutions (e.g., when a product should be sent to the OEM to maintain warranty)
• Understands and monitors compliance to corporate guidelines as relates to hardware and software (e.g. move/add/change etc.).
• Adheres to NorthShore policies as it relates to equipment disposal and destruction.
• Executes and takes part in special projects that require the role of an End User Computing Analyst.
• Acts the key point of contact or co-lead in end user computing projects or special assignments in support of equipment where needed across the HealthSystem.
• Works with Application teams and vendors, where appropriate, in the adoption of new hardware and software standards.
• Performs hardware surveys on site to use for the planning and execution of moves and projects
• Develops standards required for documenting installs, moves, adds, and, changes for all components within the end user computing environment.
• Works with Technical Project Management as well as leadership in Operations in the deployment of end user computing hardware/software at new sites and locations across the HealthSystem.
• Provides advanced support for HealthSystem special events where computer hardware or systems are required.
• Deploys and supports the hardware necessary for system and software release and go-live events, inclusive of testing phases.
• Appropriately investigates and escalates incident tickets to the corresponding HIT Engineering or Applications Team(s).
• Determine originating factors for a given incident and develop recommendations for preventing its repetition.
• Enter tickets, requests, or incident information within the approved database or tracking software, requesting clarifying information from End Users, where appropriate in order to resolve or escalate.
• Examines and works on tickets/incidents that need to be escalated onto the next level from junior members of the team for resolution before passing them on to third level or another team.
• Documents issues/problems reported by End Users and takes the necessary action to achieve resolution and ensures documentation of the resolution.
• Communicates with End Users via phone and email, documenting all interactions within the ticketing system.
• Supports root-cause analysis on moderate to complex incidents to provide future application, hardware and/or software resiliency.
• Provides accurate and timely status updates in accordance with Incident Management policy in response to End User inquiries to outstanding tickets, requests or system-wide issues.
• Refers complex problems the most senior level team members
• Triages and then directs the customer's requests or issues to the appropriate group within HIT.
• Delivers and maintains service level requirements per department standards.
• Assist with investigations into operational problems and contribute to proposals for improvement and automation.
• Keeps current on all End User Computing supported NorthShore equipment and systems and provides support to new End User Computing Analyst colleagues
• Completes required training to stay current with NorthShore hardware and systems
• Reviews and updates operational, compliance, regulatory, and control documentation.
• Works within NorthShore's technical procedures and/or methods.
• Understand and monitors end user compliance to corporate guidelines as they relate to hardware and software
• Provide guidance/training to new employees via on the job shadowing
• General Health Information Technology
• Maintain department records, reports and files as required
• Attend team and departmental meetings, as required
• Enhance professional development through participation in educational programs, current literature reviews, in-services, meetings and workshops.
• Adhere to the established best practices, standards, procedures, guidelines and methodologies within the work area.

What you will need:

• Associates Degree Required
• Bachelors Degree Computer and Information Science Preferred
• 3 Years experience in end user device management, e.g. computers, peripherals, software.
• Special Knowledge and Skills Required:
• Application and Technical Knowledge:
• Proficient in Microsoft Office Suite of Products
• Proficient in Data Center Operations Procedures and Technologies
• Demonstrates the ability to provide technical end user assistance via phone and email
• Communication:
• Customer service focused
• Ability to interact with a variety of users and communicate effectively in user friendly language (both written and verbal)
• Possess a valid Driver's License and must be able to transport self and equipment via motor vehicle or NorthShore Van. Required

Benefits:

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, and Vision options, including Domestic Partner Coverage
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Overall Qualifications: