Pay range: $24.00 - $34.81 per hour, based on experience.

This full-time IT field tech position comes with a comprehensive benefits package that includes medical, dental, vision, a 403(b) retirement plan, and a generous Earned Time Off (ETO) program.

ST. CHARLES HEALTH SYSTEM

JOB DESCRIPTION

TITLE: End User Services Analyst I

REPORTS TO POSITION:IT Manager End User Services

DEPARTMENT:Information Technology

DATE LAST REVIEWED:March 2025

OUR VISION: Creating Americas healthiest community, together

OUR MISSION: In the spirit of love and compassion, better health, better care, better value

OUR VALUES: Accountability, Caring and Teamwork

DEPARTMENT SUMMARY: The IT Team provides design, development, security, and support to a broad spectrum of computer hardware and software components, all working together for the benefit of departments throughout St. Charles Health System.We partner with our customers to best leverage various technologies to achieve the best patient outcomes possible by implementing new hardware and software solutions, upgrading existing environments, protecting the data we store, and integrating different solutions to achieve a seamless experience.

POSITION OVERVIEW: The End User Services Analyst I provides technical support of current computing operating systems, standardized workstation(s), peripheral devices, and multiple other IT solutions utilized throughout the St. Charles Health System. The End User Services Analyst I incorporates technical knowledge for tasks or technology assignments and utilizes necessary skills to meet project, assignment, or task objectives. Leverages automation & AI to streamline processes where they align. Individuals in this position are expected to have a high level of competency in multiple skills and a good working knowledge and conceptual understanding of some or all the additional technologies such as Networking, Telecom, and Servers. This position does not directly manage any other caregivers.

ESSENTIAL FUNCTIONS AND DUTIES:

Maintains technical documentation/Knowledge Base (KBs) articles.

Provides caregiver training and support for computer and peripheral deployments.

Configures and deploys computers to caregivers with associated peripherals.

Follows approved trouble shooting steps to resolve IT related issues for caregivers.

Maintains associated documentation including but not limited to ITSM trouble ticket and inventory records.

Communicates and provides service for caregivers documenting and sharing troubleshooting/status updates for reported issues.

Participates in off-hours IT support as needed at all SCHS sites.

Delivers and installs IT components at multiple SCHS sites (Hospitals and Clinics).

Supports IT equipment moves by uninstalling, relocating, and installing IT components.

Receives, documents, stocks, and communicates received IT equipment.

Collaborates effectively with team members as well as with other IT personnel.

Arranges shipment of IT equipment as needed for remote support of caregivers.

Communicates effectively via call, IM, and/or email to support on-site and remote caregiver IT hardware.

Maintains and promotes a positive and professional attitude at and during all SCHS interactions as directed by leadership.

Supports the vision, mission, and values of the organization in all respects.

Supports Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.

Provides and maintains a safe environment for caregivers, patients, and guests.

Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies, and procedures, supporting the organizations corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.

Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient, and accurate.

Leverages automation & AI to streamline processes where they align.

May perform additional duties of similar complexity within the organization, as required or assigned.

EDUCATION:

Required: High School Degree or GED.

Preferred: Associates Degree.

LICENSURE/CERTIFICATION/REGISTRATION:

Required: N/A

EXPERIENCE:

Required: Minimum of one (1) year IT support experience.

Preferred: Experience in: Windows OS and Devices, Active Directory / Azure Active Directory, Group Policy

HP Device Manager (HPDM), Experience with MFP, Label (Thermal), and Mono Printers, AV solutions, MS Office suite, MS Windows experience, and support.

PERSONAL PROTECTIVE EQUIPMENT:

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

PHYSICAL REQUIREMENTS:

Continually (75% or more): Standing and walking, lifting/carrying/pushing, or pulling 1-10 pounds, grasping/squeezing.

Frequently (50%): Sitting, bending, stooping/kneeling/crouching, climbing stairs, lifting/carrying/pushing, or pulling 11-25 pounds.

Occasionally (25%): Climbing ladder/stepstool, reaching overhead, lifting/carrying/pushing, or pulling 25-50 pounds, operation of a motor vehicle, using clear and audible speaking voice and ability to hear normal speech level.

Rarely (10%): Keyboard operation.

Never (0%): Ability to hear whispered speech level.

Exposure to Elemental Factors

Occasionally (25%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category

Risk for Exposure to BBP

Schedule Weekly Hours:

40

Caregiver Type:

Regular

Shift:

First Shift (United States of America)

Is Exempt Position?

Yes

Job Family:

ANALYST INFORMATION TECHNOLOGY

Scheduled Days of the Week:

Monday-Friday

Shift Start & End Time:

8:00 am - 4:30 pm

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