ITS Field Technician, Full Time

Southern Illinois Hospital Services•Carbondale, IL

20h•Onsite

About The Position

Responsible for providing excellent customer service and technical support for end user hardware, software, and project-based needs; triage and document relevant information in ticket system, prioritize problems based on customer needs and work to resolve issues in a timely manner per Service Level Agreements; and maintaining / keeping an inventory of computers, parts, and software. This position will provide 24/7 on-call responsibilities on a rotational basis or as emergencies arise. Position may also require flexing to various shifts to meet the needs of the customer.

Requirements

Associate’s degree in Business, IT or Healthcare related field or 2 years of IT experience with proven knowledge of end user device troubleshooting and management.
Experience working in a customer service role.
Excellent customer service skills, including verbal and written communication skills.
Ability to work independently with minimal supervision as well as in a team environment.
Experience in the maintenance, troubleshooting and upgrading of computer hardware and software.
Working knowledge of network protocols.
Working knowledge of Microsoft Windows operating systems.

Nice To Haves

CompTIA A+, Network+, or Security+ Certifications preferred
ITIL Certification preferred
ServiceNow experience preferred
Previous healthcare experience preferred

Responsibilities

Respond to assigned incidents/requests to provide IT services to SIH staff.
Adheres to SIH ITS policies and procedures with standard-based solutions on all tasks assigned to ensure a uniform end user experience across all of SIH.
Documents descriptive tickets with required information on issues.
Uses effective and pleasant telephone and in-person communications skills to support SIH standards of performance for “respect, integrity, and compassion”.
Is available for "on-call" emergency solution support and other after-hours support duties as assigned by ITS Management.
Analyzes and resolves problems through persistent troubleshooting.
Proactively communicates issues/solutions/ideas within the team and with other SIH teams.
Deals with challenging people with a high stress tolerance.
Assists with insights and research on IT best practice solutions – both hardware and software products – and helps define applicability to the SIH environment.
Installs and repairs selected software and hardware products as necessary and works closely with IT solution vendors to ensure continuity of system usefulness and service.
Recommends improvements in IT solutions software and hardware.
Travel between SIH facilities required.