End User Computing Analyst

UMass Memorial Health; Worcester (MA); On-site; USD 49,000 - 87,000; Full time

Benefits offered by this job

Signing bonus

Job summary

UMass Memorial Health is seeking a frontline technical support professional to resolve issues on end-user devices including PCs, laptops, and mobile devices. You will configure hardware and software, troubleshoot network connectivity, and maintain documentation for rapid resolution.

The role requires strong customer communication and a background in Windows and mobile tech, with a 9:30am–6pm schedule and a 40-hour workweek at our Worcester campus.

Qualifications

• Two years of technical customer service experience.
• Experience with PC hardware and software support environments.
• Knowledge of Windows OS, iOS, and TCP/IP networking.
• MS Office knowledge and basic intranet skills.

Responsibilities

• Imaging and software installs on end user devices.
• Log and monitor customer questions, issues, and problems through resolution.
• Provide updates and status reports on open customer issues.
• Maintain Service Level Agreements as defined by the organization.
• Create knowledge base articles with step-by-step instructions.

Skills

Technical customer service

PC hardware support

Windows OS

TCP/IP networking

Microsoft Office

Strong communication

Education

High school diploma or equivalent

Associate’s degree

CompTIA A+

Microsoft MCP

Tools

Ivanti Management Console

Active Directory

Mobile Device Management

Job description

Exemption Status

Non-Exempt

Hiring Range

$23.36 - $42.04 (based on a full time schedule of 40 hours per week).

Please note that the final offer will vary based on scheduled hours. Compensation for part-time or reduced schedules will be prorated based on scheduled weekly hours, experience, skills, qualifications, and internal equity considerations.

Schedule Details

Monday through Friday

Scheduled Hours

9:30am to 6pm

Shift

1 - Day Shift, 8 Hours (United States of America)

Hours

40

Cost Center

99940 - 5980 IS Enterprise Solution Architecture

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Serves as critical front line technical role responsible for problem resolution for the host of enterprise end user equipment and systems including, but not limited to, PCs, laptops, thin clients, peripherals, printers, scanners, tablets, mobile phones and email/application configuration on approved smart phones.

Position Summary

Serves as critical front line technical role responsible for problem resolution for the host of enterprise end user equipment and systems including, but not limited to, PCs, laptops, thin clients, peripherals, printers, scanners, tablets, mobile phones and email/application configuration on approved smart phones.

Major Responsibilities

• Responsible for imaging and software installs on end user devices.
• Logs and monitors customer questions, issues, and problems through resolution/completion.
• Provides customer updates and status reports regarding open customer issues as appropriate.
• Maintains Service Level Agreements set forth by the organization.
• Creates knowledge base articles containing job aids for step-by-step instructions on how to use hardware or software, step-by-step installation instructions on how to install and configure hardware or software and how to triage and troubleshoot known hardware and/or software issues.
• Provides configuration, deployment, and operational support of various end user devices and software/systems, including but not limited to, hardware devices, operating systems, workstations, mobile devices and operating systems, printers, scanners, barcode and document scanners, peripherals, and software applications throughout the organization.
• Activates cellular service on mobile devices for various carriers.
• Troubleshoots the installation/upgrading, configuration, troubleshooting and support of various Windows operating systems and compatible software applications.
• Troubleshoots and supports file and print services.
• Performs data and/or application backup and verification as necessary.
• Conducts performance and functional testing on equipment and software and restores any data and/or applications as necessary. Adjusts configuration options as required for installation.
• Provides appropriate instructions for users of newly installed devices.
• Creates a data backup/archive for devices scheduled to be decommissioned, removes all software, data files, custom applications, licensed software, etc.
• Verifies final disposition of assets (e.g. lease return, scrap, return to manufacturer for replacement, etc.) and gains approval for replacement or disposal of any failed devices. Delivers decommissioned devices to lessor for lease return, scrap, or to manufacturer for replacement.
• Performs administration of OS registry level and active directory, including mobile device management.
• Use of Ivanti Management Console for inventory, reports, and image deployment.
• Identifies and troubleshoots network issues as it relates to end user devices.
• Assists in the troubleshooting of virtual/telemedicine devices/carts and conference room equipment (e.g. projectors, TVs, codecs).

License/Certification/Education

Position Qualifications

Required

• High school diploma or equivalent.

Preferred

• Associate’s degree.
• Related certifications such as CompTIA A+, Microsoft Certified Professional (MCP) in end user computing technologies.

Experience/Skills

Required

• Two (2) years technical customer service experience.
• Demonstrated technical experience with PC hardware and software support environments.
• A combination of expertise in Windows operating systems, IOS, and TCP/IP networking.
• Solid knowledge base of Microsoft Office suite applications, and basic inter/intranet skills.
• Ability to self-manage and to operate in an organized and efficient manner within a fast-paced environment.
• Excellent interpersonal and customer communication skills, both verbal and written.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [e-mail]. We will make every effort to respond to your request for disability assistance as soon as possible.