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End User Services Technician - (1.0 FTE, Days)

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POST DATE 9/14/2016
END DATE 3/4/2017

Lucile Packard Children's Hospital Palo Alto, CA

Palo Alto, CA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)



1.0 FTE, 8 Hour Day Shifts

Lucile Packard Children's Hospital Stanford is the heart and soul of Stanford Children s Health. Nationally ranked and internationally recognized, our 311-bed hospital is devoted entirely to pediatrics and obstetrics. Our six centers of excellence provide comprehensive services and deep expertise in key obstetric and pediatric areas: brain & behavior, cancer, heart, pregnancy & newborn, pulmonary and transplant. We also provide an additional, wide range of services for babies, kids and pregnant moms.

Job Summary

This paragraph summarizes the general nature, level and purpose of the job.

The End User Services Technician will interface with all levels of customers from the nurses, physicians to executive leadership. Support includes the main hospital campus and all of the Ambulatory and Clinic locations which are geographically dispersed throughout the California Bay Area. This role will be assigned to a specific area or zone and represents Information Services to customers. Responsible for the day to day performance and operation of all end user devices (printers, PCs, laptops, mobile devices, etc) hardware and software. Installs, configures, troubleshoots, and repairs computer peripherals, etc, monitors performance, diagnoses and resolves problems. Provides accurate, timely and creative solutions to end-user computer and network problems. Adheres to standard IT practices, techniques and established escalation processes. Manages installation related efforts and participates in IT projects across the organization. Employee is required to perform their regularly scheduled or established rotational work assignments at various locations to ensure consistent and adequate staffing support for IS end users.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned.

Employees must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.

Must perform all duties and responsibilities in accordance with the Service Standards of the Hospital(s).


Opens support tickets for inbound calls, email and monitoring offline servers, power and ISP, works on open tickets to resolution and/or develop workarounds until resolution can be achieved, escalate tickets to next level support as necessary and communicate regularly and effectively with clients on open ticket status

Researches issues using all available resources

Proactively addresses day-to-day network issues (back-ups, etc.)

Determines the root cause of problems and work proactively to address them

Trains end users in the proper use of hardware and software

Creates and assists in the maintenance of network documentation

Maintains records of daily data communication transactions, issues and remedial actions taken or installation activities

Performs after hours pager support on a rotation

Provides timely and creative solutions to end-user computer issues of a moderate nature to ensure end-user productivity

Coordinates configuration/installation and general troubleshooting of all end-user (Mac & Windows) hardware, software and peripherals. Performs restorative and maintenance actions either remotely or at the end-user s location to resolve problems using basic troubleshooting and technical skills

Documents, maintains, upgrades or replaces hardware and software on end-user computer systems

*Coordinates timely support and repair on various Information Service equipment covered by third-party vendor maintenance agreements

Coordinates department related Information Service incidents assigned, ensuring maximum issue resolution in minimum time with the end-user the main focus

Document supported systems and application procedures and processes

Minimum Qualifications

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Completion of a certificate program or technical school in computer science or related field

Experience: Three (3) years of progressively responsible directly related work experience.

License/Certification: None

Knowledge, Skills, And Abilities

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.


Ability to develop and expand customer focused technology solutions.

Knowledge of the fundamentals of network technology including, but not limited to, TCP/IP, DNS, DHCP, LANs, WANs, NAT and wireless

Knowledge Microsoft Windows, Mac and Mobile device (iOS, Android, Windows Mobile, etc) terminology

Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions and to identify complex problems and review related information to develop and evaluate options and implement solutions

Ability to communicate information and ideas in speech and writing so that others (technical and non-technical) will understand

Ability to organize and manage multiple priorities

Ability to actively listen: giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

Ability to follow directions well

Ability to work collaboratively within a team as well as independently

Ability to relate to clients in a meaningful way having a unique personal touch

Ability to work both independently and within a team environment

Ability to stay in touch with technology changes and our client's operating environment changes

Knowledge of Windows and Android mobile client devices, and Apple iOS products

Ability to communicate effectively with management, peers, and customers, via email, phone and in face-to-face situations (written and verbal)

Physical Requirements and Working Conditions
The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Lucile Packard Children s Hospital Stanford Strongly Values Diversity And Is Committed To Equal Opportunity And Non-discrimination In All Of Its Policies And Practices, Including The Area Of Employment.

Lucile Packard Children s Hospital Stanford strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, LPCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or identity, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability. Women and men, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.