Associate Field Support Technician

ChenMed•Miami Gardens, FL

23d•$22 - $31•Onsite

About The Position

The Associate Field Support Technician assists higher-level technicians with routine network monitoring, operations, and maintenance. The role provides level 1–2 technical support to end users for computers, servers, mainframe applications, and hardware, and works with network services, software systems, and application development teams to restore service or identify and resolve core problems. More complex issues are referred to intermediate- or senior-level technicians. The technician supports desktop, network, server, mobile-device, and proprietary-software environments across Chen Medical Centers and JenCare Medical Centers. Work may be completed through email, a ticketing system, remotely, by phone, or by traveling to sites. Local, regional, and nationwide travel of up to 20% is required. After-hours, weekend, and/or on-call support may be needed. The role may also involve IT projects, inventory management, purchasing coordination, Active Directory administration, and server configuration. This position requires a bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent additional experience in lieu of education, and at least two years of relevant work experience. Prior help desk or desktop support experience is required. The posted hourly pay range is $22.00–$31.42; final compensation depends on factors including experience, education, and geographic location. The position may also be eligible for bonuses or commissions.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or additional experience above the minimum substituted year-for-year for the required education.
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, Android devices, and iPhone devices.
Possess and maintain a current, valid driver’s license.
Maintain personal automobile insurance with at least $100,000 No-Fault or Personal Injury Protection (PIP) and $300,000 Property Damage Liability (PDL) limits.
Solid understanding of computer hardware, software, and networking technology.
Knowledge of smartphone configuration for Android and iPhone.
Ability to troubleshoot issues with minimal supervision.
Excellent customer service skills.
Ability to multitask in a fast-paced environment.
Organizational and prioritization skills.
Ability to complete duties with limited guidance or supervision and achieve superior outcomes.
Skills using Windows 7 and Windows 8.1 operating systems.
Basic knowledge of medical equipment.
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, as well as other word-processing, spreadsheet, database, email, and presentation software.
Ability and willingness to travel locally, regionally, and nationwide up to 20% of the time; reliable transportation is required.
Spoken and written fluency in English.

Nice To Haves

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

Responsibilities

Provide professional level 1–2 technical support by researching and answering questions, troubleshooting problems, maintaining hardware performance, and efficiently documenting and closing tickets.
Document and update troubleshooting procedures, operating manuals, and user guides.
Complete support tasks through email, ticketing systems, or remote access, with some phone contact and travel to site locations to troubleshoot hardware and software.
Set up computers, install desktop software, and test network connections to ensure systems function properly.
Communicate customer concerns and recommend improvements to development and engineering staff.
Respond to help desk escalations involving computers, phones, printers, fax machines, and scanners.
Follow corporate policies, procedures, manuals, and directives.
Handle daily technical support activities for desktop support, data networks, and server management.
Provide LAN and WAN support to remote end users.
Identify client problems, research solutions, and guide clients through corrective steps.
Work with staff to resolve desktop issues and ensure customer satisfaction.
Ensure tickets in the system queue are completed in a timely manner.
Assist users with questions and problems involving proprietary software.
Provide after-hours, weekend, and/or on-call support to Chen Medical Centers and JenCare Medical Centers as needed.
Administer in-house systems, including marketing video appliances across 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 and the purchase and supplies department to purchase computer systems.
Administer Active Directory, including group policy creation and development and user administration.
Work on IT projects independently or collaboratively.
Manage hardware and software inventory according to departmental needs.
Set up Linux Android G-Boxes under leader direction and ensure they are in working order.
Configure new servers and reconfigure existing servers as directed by the leader.
Perform other duties as assigned and modified at the manager’s discretion.