User Experience Designer
AppFolio, Inc, Chicago, IL, United States
Position Highlights
Position: End Using Computing Technician II
Location: Swedish Hospital Chicago
Full Time Hours: Monday-Friday, 8am-4:30pm
Hybrid Travel: Local travel between sites will be required for this role. Capable of travel 24/7 when on call
Hourly Pay Range: $31.28 - $48.48 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.
A Brief Overview: The End User Computing II provides onsite technical support for all hardware platforms in use at Endeavor including desktops, laptops, printers, smart phones, other mobile devices, and peripherals that support clinical and business workflows. The Analyst partners with the Applications, Network, Clinical Informatics, Nursing Informatics, and other teams to provide high level troubleshooting and collaboration. The Analyst works issues escalated by Service Desk Analysts, Service Desk leadership, and End User Computing II. This individual enables all Endeavor Health (Endeavor) team members to work effectively across desktops, laptops, mobile devices, and virtual environments by ensuring a secure, reliable, and consistent end user technology experience. The incumbent maintains accurate records in incident management and inventory systems, requiring strong problem‑solving skills and a degree of creativity. As a customer‑facing role, maintains a high degree of professionalism and regularly engages with customers; they should be seen as trusted partners. The role is a liaison between customers and the broader IT organization. In this capacity, is present and engaged with their customers by proactively rounding, attending safety huddles as needed, remaining apprised of current activity at the customer site, etc. This role also actively participates and assists in leading large scale hardware deployment activities. The incumbent collaborates with other IT team members and customers to continually improve the digital workplace environment. Possessing a strong understanding of ITIL terminology and the healthcare environment is a plus. To be successful in this role, you will be expected to remain current on the latest solutions and technologies and remain well‑informed of customer concerns and needs. This role requires a balance of strong technical skills, particularly as it relates to triaging technical issues, and strong interpersonal skills to serve as the face of IT to our customers.
What you will do
Own the entire device lifecycle management process from deployment to support, replacement, and retirement.
Work independently, serve as an escalation point for level I, and lead small initiatives.
Manage process consistent with industry best practice terminology (e.g., ITIL), Endeavor specific requirements, and sound professional judgment.
Analyze, prioritize, respond, and resolve service requests in a timely manner, according to Service Level Agreements (SLAs) and established IT support procedures.
Resolve incoming service requests with the assistance of Endeavor systems, IT Support manuals, other Endeavor staff, Endeavor vendors, and uses troubleshooting and analytical skills to diagnose, test, and repair.
Ensure the IT environment is working optimally and meeting customer needs.
Proactively report any gaps in environment performance or lack of meeting customer needs and begin resolving as appropriate.
Maintain ownership of all assigned service requests until they are resolved or escalated to the appropriate Endeavor staff or Endeavor vendor for resolution; escalates service requests appropriately according to IT support standards.
Promptly update ServiceNow on progress on assigned service requests.
Effectively communicate status with customers and properly document the status according to Endeavor documentation procedures.
Utilize knowledge gained by engaging with customers through rounding, attending safety huddles, ad hoc conversations, etc. to anticipate needs and proactively address them.
Provide 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 equipment.
Perform advanced troubleshooting and may specialize in certain technologies.
Deliver high quality customer service as both a technical resource and a liaison to the IT organization.
Support projects such as construction, system implementations, upgrades, maintenance, and retirements.
Complete assigned tasks within project timelines.
Serve as a supportive team member and take on call per posted schedule.
Mentor Associate Analysts and coordinate small groups.
Other duties as assigned.
What you will need
Associate’s Degree.
Five (5) or more years of experience in a technology role or customer service support role.
Excellent verbal and written skills essential for providing positive customer service and good communication.
Strong customer service skills with the ability to manage challenging customers and situations professionally and courteously.
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.
Personal and ethical accountability.
Demonstrates analytical and critical thinking for problem solving and issue resolution.
A lean towards curiosity, out of the box thinking, and innovative solution development.
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
Career Pathways to Promote Professional Growth and Development.
Various Medical, Dental, and Vision options.
Tuition Reimbursement.
Free Parking at designated locations.
Wellness Program.
Savings Plan.
Health Savings Account Options.
Retirement Options with Company Match.
Paid Time Off.
Community Involvement Opportunities.
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A Brief Overview: The End User Computing II provides onsite technical support for all hardware platforms in use at Endeavor including desktops, laptops, printers, smart phones, other mobile devices, and peripherals that support clinical and business workflows. The Analyst partners with the Applications, Network, Clinical Informatics, Nursing Informatics, and other teams to provide high level troubleshooting and collaboration. The Analyst works issues escalated by Service Desk Analysts, Service Desk leadership, and End User Computing II. This individual enables all Endeavor Health (Endeavor) team members to work effectively across desktops, laptops, mobile devices, and virtual environments by ensuring a secure, reliable, and consistent end user technology experience. The incumbent maintains accurate records in incident management and inventory systems, requiring strong problem‑solving skills and a degree of creativity. As a customer‑facing role, maintains a high degree of professionalism and regularly engages with customers; they should be seen as trusted partners. The role is a liaison between customers and the broader IT organization. In this capacity, is present and engaged with their customers by proactively rounding, attending safety huddles as needed, remaining apprised of current activity at the customer site, etc. This role also actively participates and assists in leading large scale hardware deployment activities. The incumbent collaborates with other IT team members and customers to continually improve the digital workplace environment. Possessing a strong understanding of ITIL terminology and the healthcare environment is a plus. To be successful in this role, you will be expected to remain current on the latest solutions and technologies and remain well‑informed of customer concerns and needs. This role requires a balance of strong technical skills, particularly as it relates to triaging technical issues, and strong interpersonal skills to serve as the face of IT to our customers.
What you will do
Own the entire device lifecycle management process from deployment to support, replacement, and retirement.
Work independently, serve as an escalation point for level I, and lead small initiatives.
Manage process consistent with industry best practice terminology (e.g., ITIL), Endeavor specific requirements, and sound professional judgment.
Analyze, prioritize, respond, and resolve service requests in a timely manner, according to Service Level Agreements (SLAs) and established IT support procedures.
Resolve incoming service requests with the assistance of Endeavor systems, IT Support manuals, other Endeavor staff, Endeavor vendors, and uses troubleshooting and analytical skills to diagnose, test, and repair.
Ensure the IT environment is working optimally and meeting customer needs.
Proactively report any gaps in environment performance or lack of meeting customer needs and begin resolving as appropriate.
Maintain ownership of all assigned service requests until they are resolved or escalated to the appropriate Endeavor staff or Endeavor vendor for resolution; escalates service requests appropriately according to IT support standards.
Promptly update ServiceNow on progress on assigned service requests.
Effectively communicate status with customers and properly document the status according to Endeavor documentation procedures.
Utilize knowledge gained by engaging with customers through rounding, attending safety huddles, ad hoc conversations, etc. to anticipate needs and proactively address them.
Provide 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 equipment.
Perform advanced troubleshooting and may specialize in certain technologies.
Deliver high quality customer service as both a technical resource and a liaison to the IT organization.
Support projects such as construction, system implementations, upgrades, maintenance, and retirements.
Complete assigned tasks within project timelines.
Serve as a supportive team member and take on call per posted schedule.
Mentor Associate Analysts and coordinate small groups.
Other duties as assigned.
What you will need
Associate’s Degree.
Five (5) or more years of experience in a technology role or customer service support role.
Excellent verbal and written skills essential for providing positive customer service and good communication.
Strong customer service skills with the ability to manage challenging customers and situations professionally and courteously.
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.
Personal and ethical accountability.
Demonstrates analytical and critical thinking for problem solving and issue resolution.
A lean towards curiosity, out of the box thinking, and innovative solution development.
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
Career Pathways to Promote Professional Growth and Development.
Various Medical, Dental, and Vision options.
Tuition Reimbursement.
Free Parking at designated locations.
Wellness Program.
Savings Plan.
Health Savings Account Options.
Retirement Options with Company Match.
Paid Time Off.
Community Involvement Opportunities.
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