Tech Field Support I
About The Position
The Tech Field Support provides onsite and remote support for all complex and in person support needs. The Tech Field Support will take ownership of issues escalated to them by Help Desk Techs and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Tech Field Support escalates and notifies Information Technology employees appropriately according to documented standard operating procedures. The Tech Field Support is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with the Albany Med Help Desk. The Tech Field Support acts as a liaison between the customers and Information Technology to resolve any issue that is reported, and will fulfill any project based or new requests that are assigned to them in the documented timelines. Level I The Tech Field Support – Level I will have little onsite field support experience but has a desire to pursue a career in some field of Information Technology. The individual will complete tasks as documented by departmental standard operating procedures, processes, documentation and training. The individual will receive close supervision and is expected to escalate issues that fall outside of their training and documentation for disposition by senior peers or management. The individual will have knowledge of and the ability to adhere to customer service standards and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.
Requirements
- Little onsite field support experience
- Desire to pursue a career in some field of Information Technology
- Ability to complete tasks as documented by departmental standard operating procedures, processes, documentation and training
- Ability to receive close supervision and escalate issues that fall outside of their training and documentation
- Knowledge of and the ability to adhere to customer service standards
- Ability to ensure that all written and verbal interactions with users meet customer service standards
- Exemplary personal work ethic
- Strive to work effectively and efficiently
Responsibilities
- Respond to problems called in and repair malfunctioning equipment in a timely manner
- Assist in providing support with desktop troubleshooting, configuration and diagnostic tools
- Install terminals, modems, personal computers, printers and other desktop equipment and software to support enterprise future business growth and the movement and/or expansion of enterprise units
- Adhere to customer service standards in all verbal and written interactions with users
- Work as part of a team to meet goals set forth by Information Technology management
- Meet documented and communicated statistical metrics that drive overall departmental performance
- Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology
- Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively
- Provide best effort support for non-standard applications and hardware
- Participate in on-call rotation and help troubleshoot customer issues
- Maintain confidentiality by using and communicating information only as needed to perform one’s duties
- Perform at or above the Information Technology performance standards
- Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
- Complete other duties or assignments as designated by management
Benefits
- Excellent health care coverage with no copay at Albany Medical Center providers
- A wide array of services and programs to support emotional, physical, and mental wellbeing
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
