· Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.
· Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.
· Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.
· Work effectively within a team environment to provide support to our users in a timely manner and with a positive customer service attitude.
· The ability to identify problems, link them to underlying issues and symptoms in order to determine a solution. Possesses ability to identify what issues should be escalated and what can be resolved personally.
· Customer Focused: Ability to anticipate users’ needs and remove barriers that hinder providing excellent service. Engages appropriate internal stakeholders as needed to resolve issues outside of individual scope of responsibility.
· Work closely with the IT team to communicate any challenges encountered along and provide recommendations for resolution.
· Perform escalations when necessary to vendors or internal departments and works with the other parties to resolve the issue to the satisfaction of the end user.
· Organized and dedicated, ability to work quickly following a process.
· Troubleshooting a variety of issues including but not limited to hardware, printing, scanning and software issues.
· Provide Tier 2 deskside and remote technical support for Windows and macOS endpoints, including laptops, desktops, monitors, printers, and peripherals.
· Troubleshoot and resolve complex issues related to hardware, operating systems, applications, VPNs, Citrix/VDI, authentication, and enterprise tools.
· Handle incident and request tickets assigned through ServiceNow, ensuring accurate documentation, communication, and timely resolution.
· Support device lifecycle activities including new hire setups, hardware refreshes, device replacements, reimaging, and decommissioning.
· Perform hands-on device imaging and provisioning using standard enterprise processes and tools (e.g., Autopilot, Intune).
· Assist with client-specific access issues (e.g., VDI, Citrix, Epic, external client environments) and coordinate escalation with appropriate internal or external teams.
· Install, configure, and support approved software packages and updates, both manually and via automated deployment tools.
· Maintain accurate asset and inventory records across asset management systems.
· Create and update knowledge base articles, process documentation, and internal job aids to support team efficiency and knowledge sharing.
· Serve as a mentor or informal resource for Desk Side Representative I team members.