Associate Field Support Technician

ChenMed•Miami Gardens, FL

2d•$22 - $31•Hybrid

About The Position

The Associate Field Support Technician is responsible for complex tasks typically relating to network monitoring, operations, installation and/or maintenance for local, off-site and/or remote locations. The incumbent in this role handles problems that the first and second tier of help desk and/or field tech support is unable to resolve. He/She may interact with network services, software systems engineering and/or applications development to restore service and/or identify and correct core problem, as well as, diagnoses problem source through discussions with users; co-ordinates with internal support and operations groups or with vendors to resolve problems. The Senior Field Support Technician may function as lead position in the absence of the Supervisor but would not have ongoing lead responsibilities.

Requirements

Mastery level understanding of Computer hardware, software, networking technology
Smart phone configuration knowledge (Android and iPhone)
Deep understanding of ChenMed organizational and technical layouts
Ability to troubleshoot issues with little to no supervision
Excellent customer service skills
Ability to multi-task in a fast-paced environment
Organizational and prioritizing skills
Ability to complete duties with little to no guidance or supervision and achieve superior outcomes
Skilled on Windows 7 and Windows 8.1 operating systems
Solid knowledge of medical equipment
Superior skills in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
Ability and willingness to travel locally, regionally and nationwide up to 20% of the time; must have reliable transportation
Spoken and written fluency in English
Bachelor’s degree in Information Technology, Computer Science or a related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis required
A minimum of 2 years’ work experience in Information Technology or a related field required
Prior IT Help Desk or Desktop Support experience required
Experience with VPN, firewalls, DNS, DHCP, Windows Active directory, Junos Pulse, Android and iPhone mobile devices
Experience with IT ticketing system and ChenMed applications strongly desired

Nice To Haves

Certifications in A+ and N+ preferred, additional Certifications a plus
Lead experience in project delivery desired

Responsibilities

Provides level 3 technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining hardware performance and documenting and closing tickets efficiently.
Completes large and complex tasks spanning a singular domain of expertise.
Simulates or recreates user problems to resolve operating difficulties.
Advises on systems modifications to reduce user problems.
Documents and updates troubleshooting procedures, operating manuals and user guides.
Completes tasks via email, ticket system or remotely with some phone contact and/or travel to site locations to troubleshoot equipment hardware and software problems.
Sets up computers and installs desktop software applications. Tests network connections to ensure proper functioning of computer systems.
Communicates customer concerns and recommends improvements to our development and engineering staff.
Responds to escalated request from help desk and/or field techs for issues related to computers, phones, printers, faxes, and scanners.
Adheres to policies and procedures as per corporate manuals and directives.
Handles daily technical support activities on desktop support, data network and server management.
Provides LAN (Local Area Network) and WAN (Wide Area Network) support to remote end-users.
Provides answers to clients by identifying problems; researching solutions and guiding clients through corrective steps.
Interacts with staff on desktop problems to ensure customer satisfaction and resolution.
Ensures that tickets in the system queue are being completed in a timely manner.
Assists all users with questions, complications, and/or problems when using proprietary software.
Provides afterhours, weekend and/or on-call support to both Chen Medical Centers and JenCare Medical Centers as needed.
Administers in-house systems including marketing video appliances throughout Chen Medical Centers and JenCare Medical Centers.
Ensures that all mobile devices are set up within ChenMed electronic device policy guidelines.
Assists with and updates assigned support service requests.
Collaborates with IT market leaders to purchase computer systems through the purchase and supplies department.
Administers active directory as related to group policy creation and development and user administration.
Works on IT projects (independently or with collaboration from others).
Manages hardware and software inventory according to the needs of the department.
With direction from leader, sets up of Linux Android G-Boxes and ensures they are in proper working order.
Configures new servers and reconfigures established servers as determined by leader.
Performs other duties as assigned and modified at manager’s discretion.