Field Support Engineer-Senior - Revo Health

Revo Health•Bloomington, MN

13d•$64,315 - $96,461•Onsite

About The Position

The Information Technology Senior Field Support Engineer provides primary technical support to end-users on PC and phone related troubleshooting while demonstrating strong customer service skills. This position will support employees in interfacing with network, phone systems and software applications. In addition, the Senior Field Support Engineer assists in training new IT hires as well as leading projects. This position will be expected to work both from the corporate office as well as in clinic and surgery center spaces. Responsibilities include answering IT Service Center calls, diagnosing problems, troubleshooting, and providing timely resolutions to ensure each employee has the tools to operate at maximum efficiency. The ability to recognize and escalate priority issues and translate technical terms into non-technical language is critical to the success of this role. Providing escalation support and training to junior IT Support Services staff. Working with other IT teams to provide support service assistance on technical work and projects.

Requirements

5+ years of IT Experience (Help Desk Preferred)
Support of Virtual Desktop System such as Omnissa’s Horizon
Support of M365 Administration
Support of EMR Systems

Nice To Haves

Bachelor’s Degree (Technical Discipline Preferred)
1+ years Mentorship of IT Help Desk Staff
Project Leadership
M365 Certified: Endpoint Administrator Associate
Cisco CCST Certification
Omnissa Certified Administrator - Horizon

Responsibilities

Assist/lead in the training of new field engineers. Mentor the other staff on the team.
Assist/lead other field engineers in the resolution and troubleshooting of more difficult issues.
Work towards becoming the subject matter expert on third party products.
Lead and plan projects alongside the Support Services Leadership team.
Assist in the resolution of daily technical problems in a professional and timely manner.
Track and monitor trouble ticket submissions to ensure a timely and effective solution (may include PCs, printers, E-mail, voicemail, desktop applications, fax machines, web pages, and software applications).
Act as subject matter expert on at least one third-party product.
Ensure tickets are resolved in a timely manner and alert management of exceptions.
Act as an escalation point for junior staff and a liaison with Senior Technical Engineers as needed.
Provide updates, status, and completion information to end users via a work order tracking system.
Assist in monitoring and analyzing network systems, switches, servers, and firewalls.
Install, configure and support PCs for all users with Windows Operating System, MS Office, Internet Explorer, anti-virus, and other needed enterprise applications.
Assist in the support of remote users and users in clinical offices by ensuring consistent level of end user support across the organization.
Support and maintain user account information including access rights, security, and systems groups.
IT projects, including new software/hardware implementation.
New office installation.
Provide IT services for Revo/i-Health events/conferences.
Involvement with IT training projects.
Revo/i-Health projects which need IT assistance.
Lead junior staff in support of larger project efforts.
Ability to lift 50-70 pounds (e.g. PCs, printers); bend, stoop, stretch and understand and practice safe lifting techniques to avoid personal injury.
Occasional opportunities to participate in after-hours on-call work.
Occasionally participate in community functions relating to outreach events throughout the year.
Any and all other duties as assigned
Comply with company policies, procedures, practices, and business ethics guidelines.
Comply with all applicable laws and regulations, (e.g. HIPAA, Stark, OSHA, employment laws, etc.)
Demonstrate prompt and reliable attendance.
Work at an efficient and productive pace, handle interruptions appropriately, and meet deadlines. Prioritize workload effectively.
Communicate respectfully and professionally in face-to-face, phone and email interactions.
Apply principles of logical thinking to define problems, establish facts, and draw valid conclusions.