Associate Field Support Technician

ChenMed•Orlando, FL

4d•$24 - $34•Onsite

About The Position

The Field Support Technician provides moderately complex network monitoring, operations, installation, and maintenance support for local, off-site, and remote locations. The role handles issues that first-tier help desk or field support cannot resolve and may work with network services, software systems engineering, and application development teams to restore service and identify or correct underlying problems. The technician provides level 2 technical support, troubleshoots hardware and software, installs and maintains computers and desktop applications, tests network connections, and documents support procedures and tickets. Work may be completed by email, ticket system, remotely, by phone, or through travel to site locations. The position also supports desktop, network, server, mobile-device, and in-house systems, and may provide after-hours, weekend, or on-call assistance as needed. Local, regional, and nationwide travel of up to 20% is required.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or additional experience above the minimum in lieu of the required education on a year-for-year basis.
At least 2 years of work experience in Information Technology or a related field.
Prior IT Help Desk or Desktop Support experience.
Experience with VPN, firewalls, DNS, DHCP, Windows Active Directory, Junos Pulse, and Android and iPhone mobile devices.
Advanced understanding of computer hardware, software, and networking technology.
Knowledge of smartphone configuration for Android and iPhone.
Ability to troubleshoot issues with little to no supervision.
Excellent customer service skills.
Ability to multitask in a fast-paced environment.
Organizational and prioritizing skills.
Ability to complete duties with little to no guidance or supervision and achieve superior outcomes.
Skill with Windows 7 and Windows 8.1 operating systems.
Solid knowledge of medical equipment.
Advanced skill in Microsoft Office Suite products, including Word, Excel, PowerPoint, and Outlook, and other word-processing, spreadsheet, database, email, and presentation software.
Ability and willingness to travel locally, regionally, and nationwide up to 20% of the time, with reliable transportation.
Spoken and written fluency in English.
Possess and maintain a current, valid driver’s license.
Maintain personal automobile insurance with at least $100,000 No-Fault or Personal Injury (PIP) and $300,000 Property Damage Liability (PDL) limits.

Nice To Haves

A+ and N+ certifications; additional certifications are a plus.
Experience with an IT ticketing system and ChenMed applications.
Key role experience in project delivery.

Responsibilities

Provide professional level 2 technical support by researching and answering questions, troubleshooting problems, maintaining hardware performance, and documenting and closing tickets efficiently.
Simulate or recreate user problems to resolve operating difficulties.
Recommend systems modifications to reduce user problems.
Document and update troubleshooting procedures, operating manuals, and user guides.
Complete support tasks through email, ticket systems, remote access, phone contact, and travel to site locations as needed.
Set up computers, install desktop software applications, and test network connections.
Communicate customer concerns and recommend improvements to development and engineering staff.
Respond to escalated help desk requests involving computers, phones, printers, fax machines, and scanners.
Adhere to corporate policies, procedures, manuals, and directives.
Handle daily technical support activities involving desktop support, data networks, and server management.
Provide LAN and WAN support to remote end users.
Identify problems, research solutions, and guide clients through corrective steps.
Work with staff on desktop problems to support customer satisfaction and resolution.
Ensure tickets in the system queue are completed in a timely manner.
Assist users with questions and problems using proprietary software.
Provide after-hours, weekend, or on-call support to Chen Medical Centers and JenCare Medical Centers as needed.
Administer in-house systems, including marketing video appliances throughout Chen Medical Centers and JenCare Medical Centers.
Set up mobile devices in accordance with ChenMed electronic device policy guidelines.
Assist with and update assigned support service requests.
Collaborate with IT market leaders to purchase computer systems through the purchase and supplies department.
Administer Active Directory, including group policy creation and development and user administration.
Work on IT projects independently or in collaboration with others.
Manage hardware and software inventory according to departmental needs.
Set up Linux Android G-Boxes under direction from a leader and ensure they are working properly.
Configure new servers and reconfigure established servers as directed by a leader.
Perform other duties as assigned and modified at the manager’s discretion.