IT Field Services Technician - Flagstaff, AZ

Northern Arizona Healthcare•Flagstaff, AZ

2d•Onsite

About The Position

Depending on qualifications, this position can be hired as Tech 1 or Tech 2. The role involves assisting in or providing ticket resolution, analysis, configurations, coordination, testing, and installation of technological equipment and mobile device based hardware, software, peripherals, local area networks (LANs), and other related end user devices equipment. Responsibilities include maintaining asset management, adhering to departmental and system policy directives, and ensuring the highest level of data security. Tech 2 also assists in developing secure, robust, and cost-effective system standards, provides technical training, and knowledge transfer.

Requirements

Tech 1: High School Diploma or GED - Required
Tech 2: High School Diploma or GED - Required
Tech 1: 1 year of IT experience - Preferred
Tech 1: 1 year of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users. - Preferred
A strong customer service background and a positive outlook on problem-solving - Required
Basic knowledge and skill supporting and troubleshooting MS Windows and MS Office 365 - Required
Basic knowledge of Microsoft Active Directory users and computers. - Preferred
Basic experience with web browsers such as Edge, Chrome, etc. - Required
Strong work ethic and emphasis on attention to details. - Required
Demonstrated ability to learn new technologies and processes. - Required
Tech 2: 2+ years of IT experience. - Required
Tech 2: 2+ years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users. - Required
Highly proficient at working in and assisting others through company help desk software in addition to other remote access desktop programs. - Required
Demonstrated experience in delivering excellent technical/non-technical support with outstanding customer satisfaction and timeliness. - Required
Deep knowledge of the desktop products and services provided by NAH IT. - Required
Experience installing and configuring computer systems and applications for a mid to large company. - Required
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution. - Required
Extensive experience working with Windows based operating systems. - Required
A demonstrated ability to consistently deliver high quality customer service and outstanding problem-solving. - Required
Proven capability to learn new technologies and processes. - Required
Ability to effectively self-manage competing priorities. - Required
Excellent problem-solving and multitasking skills. - Required
Capable of leading projects as needed. - Required
Advanced level troubleshooting skills for MS Windows OS and MS Office 365. - Required
Advanced knowledge of Microsoft Active Directory users and computers. - Required
Advanced knowledge and experience with web browsers such as Edge, Chrome, etc. - Required

Nice To Haves

Tech 2: Associate's Computer Science / Information Systems or related field OR equivalent education/experience - Preferred
Knowledge and experience with Enterprise desktop management system such as Microsoft System Center Configuration Manager. - Preferred
Tech 2: CompTIA A+ Certification - Preferred
Tech 2: Dell hardware certification - Preferred

Responsibilities

Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.
Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.
If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.
Completes all company mandatory modules and required job-specific training in the specified time frame.
Mitigates issues by updating, modifying, re-installing or removing software/hardware.
Implements effective, appropriate and standard solutions.
Troubleshoots and problem solves in a logical manner.
Provides resolution using Incident and Request processes, in line with ITSM Guidelines.
Knowledge of Healthcare operations, departments and Service Management software enabling proficient ability to triage tickets.
Performs hardware device or system analysis to diagnose any issues or identify sources of performance degradation.
Demonstrates knowledge of ITIL methodology and experience of work within an ITIL framework.
Monitors, evaluates, prioritizes and works with IT peers, leaders and stakeholders in the use of Information Technology systems and equipment to maximize benefits in meeting the Information Technology goals and vision of NAH.
Responds to incident tickets in accordance with SLA guidelines.
Utilizes understanding of hospital inpatient, clinic outpatient operations and/or systems to provide support for the product lines he/she is responsible for.
Demonstrates knowledge of enterprise hardware and software and the ability to operate a computer and peripheral equipment to support all NAH IT Infrastructure and systems.
Diagnoses and troubleshoots issues while providing technical, clinical, and business resolutions.
Responsible for special functions and duties as directed by senior FS Technicians or management.
Demonstrates knowledge of IT Security policies and guidelines; responsible for updates to security configuration changes on supported systems to promote compliance to include appropriate audit trail.
Responsible for fulfilling end user requests and resolving issues on computing devices.
Creates and implements effective, appropriate and standard solutions.
Documents solutions and reviews documentation for accuracy at regular intervals.
Demonstrates ability to support technology systems (drafting, reviewing, approving and implementation).
Provides resolution using Incident Management and Change Management processes, in line with ITSM Guidelines.
Knowledge of Healthcare operations, departments and Service Management software enabling proficient ability to triage tickets and assign to correct teams across the Healthcare system.
Demonstrates ability to implement hardware and device changes across the Healthcare system.
Works collaboratively with internal business units and vendors, to analyze and resolve IT-related issues, including desktop, software, SaaS and business system issues.
Utilizes a thorough understanding of hospital inpatient, clinic outpatient operations and/or systems to provide support for the product lines he/she is responsible for.
Utilizes tools, controls techniques, established principals and standards to ascertain the quality, effectiveness, security and accuracy of PC and Mobile device systems.
Mentor more junior technicians and provide troubleshooting guidance / assistance as needed.
Create documentation for staff training purposes.
Document support processes and procedures.
Other duties as assigned.
Demonstrates effective written and interpersonal skills when communicating with customers and colleagues.
Responds to requests for technical assistance by phone, email or using a service management system.
Responsible for providing quality status updates to stakeholders via communication tools and within the NAH service management tool.
Utilizes all available data as a communication tool to promote data-driven decision making.
Record, track, and document the incident problem solving process including actions taken through to the final resolution.
Follows up with customers regarding open issues and ensures delivery of great client service.
Work collaboratively with internal business units, to analyze and resolve IT-related issues, including desktop, software, SaaS and business system issues.
Interface directly with other IT teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements and escalation points.
Ensures delivery of stellar client service.