End User Support Technician II (Nights)

Job Title: End User Support Technician II
Department: IT Customer Services
Location: Dallas, TX
Shift: Monday-Friday (Nights)
Job Type: On-Site
Why Children’s Health?
At Children's Health, our mission is to Make Life Better for Children, and we recognize that their health plays a crucial role in achieving this goal.
Through our cutting-edge treatments and affiliation with UT Southwestern, we strive to deliver an extraordinary patient and family experience, ensuring that every moment, big or small, contributes to their overall well-being.
Our dedication to promoting children's health extends beyond our organization and encompasses the broader community. Together, we can make a significant difference in the lives of children and contribute to a brighter and healthier future for all.

Summary:
The End User Support Technician II takes on a more advanced role in providing technical support to end-users within the organization. This position involves handling a wider range of complex hardware, software, and network-related issues on various devices, including computers, mobile devices, phones, audiovisual equipment, gaming devices, wearables, streaming devices, and peripherals. This position will act as an escalation point for the End User Support Technician I role, collaborate with other IT teams, and actively contribute to the improvement of support processes. The successful candidate will possess excellent communication skills, a customer-centric mindset, and a strong aptitude for problem-solving. They should also have a solid understanding of computer systems and standard business applications and be able to adapt to changing priorities in a fast-paced environment. The End User Support Technician II is crucial in fostering a positive user experience and ensuring that technology enables rather than impedes organizational productivity.

Responsibilities:
Responsibilities include responding to user inquiries via multiple communication channels, diagnosing technical issues, and providing timely resolutions. The role involves collaborating closely with other IT teams to escalate complex problems and contribute to developing and maintaining user training materials and documentation.
Advanced System Support: Resolve complex hardware, software, and network-related issues on various devices, including computers, mobile devices, phones, audiovisual equipment, gaming devices, wearables, streaming devices, and peripherals. Investigate and troubleshoot issues related to end-user devices and escalate when necessary.
System Integration: Participate in the integration of new systems, applications, and technologies into the existing IT infrastructure. Assist in testing and implementing software updates and patches.
Hardware Maintenance: Assist with installing, configuring, and maintaining end-user hardware, such as desktops, laptops, and peripherals.
First-Line Support: Respond promptly to end-user inquiries through various communication channels such as phone, email, or chat. Diagnose and resolve basic hardware and software issues. Engage and work with vendors if needed.
User Assistance: Provide step-by-step guidance to end-users on using standard software applications and basic hardware troubleshooting. Assist with basic configuration and setup of end-user devices. Offer guidance on best practices and provide recommendations for improving end-user efficiency.
Ticket Management: Respond to and resolve tickets for service within established Service Level Agreements. Log and manage support tickets, ensuring accurate and timely documentation of issues and resolutions. Prioritize and escalate tickets to higher-level support as needed. Regularly update customers on open issues, providing ETA for resolution.

How you'll be successful:
WORK EXPERIENCE
At least 3 years of experience as a desktop support technician or experience in a related field required

EDUCATION

High school diploma or equivalent required; additional training beyond high school required

LICENSES AND CERTIFICATIONS

Valid unrestricted driver's license required

A Place Where You Belong

We put our people first. We welcome, value, and respect the beliefs, identities and experiences of our patients and colleagues. We are committed to delivering culturally effective care, creating meaningful partnerships in the communities we serve, and equipping and developing our team members to make Children’s Health a place where everyone can contribute.

Holistic Benefits – How We’ll Care for You:

• Employee portion of medical plan premiums are covered after 3 years.
• 4%-10% employee savings plan match based on tenure
• Paid Parental Leave (up to 12 weeks)
• Caregiver Leave
• Adoption and surrogacy reimbursement

As an equal opportunity employer, Children's Health does not discriminate against employees or applicants because of race, color, religion, sex, gender identity and expression, sexual orientation, age, national origin, veteran or military status, disability, or genetic information or any other Federal or State legally-protected status or class. This applies to all aspects of the employer-employee relationship including but not limited to recruitment, hiring, promotion, transfer pay, training, discipline, workforce adjustments, termination, employee benefits, and any other employment-related activity.