Field Technician Jobs

About The Position

Requirements

• High school diploma or GED.
• 1–3 years of related work experience required; the posting also calls for 2+ years of Service Desk, field, or IT support experience supporting a large enterprise of end users in a complex Microsoft Windows/Microsoft Office environment.
• Moderate knowledge of operating systems, including Windows 10 and macOS.
• Knowledge of mobile devices and iOS and Android platforms.
• Knowledge of network fundamentals.
• Solid experience with Citrix Systems applications.
• Solid experience with Microsoft infrastructure, including Windows, Active Directory, and Exchange.
• Solid experience with Microsoft O365 applications.
• Knowledge and experience with ITSM systems such as ServiceNow or Remedy.
• Advanced technical computer skills for technical support in the functional area and related systems.
• Ability to learn quickly and retain knowledge of a wide variety of systems.
• Ability to produce complex documents, perform analysis, and maintain databases.
• Ability to lift, carry, and move computer/printer equipment and peripherals weighing up to 25–45 lbs.
• Ability to stand and walk for extended periods during onsite support and sit for extended periods during remote troubleshooting or administrative tasks.
• Ability to push or pull carts carrying IT equipment; occasional bending and kneeling when connecting equipment under desks or in tight spaces.
• Ability to communicate clearly and effectively in written English and to comprehend and converse in English with staff, patients, families, and external customers.
• Ability to provide professional, respectful customer service, use active listening and problem-solving, and remain calm in stressful situations.

Nice To Haves

• A+ certification preferred.
• Moderate knowledge of Dell, Apple, HP, and Ricoh hardware is desirable.
• Knowledge of Oracle PeopleSoft and Workday applications is desirable.
• Knowledge of an Electronic Health Record (EHR) application is desirable.

Responsibilities

• Provide basic to intermediate Level 1 support while meeting established SLAs and customer demands.
• Coordinate customer support issues, ensure timely responses and positive outcomes, and identify issues that should be escalated to subject matter experts or management.
• Act as an escalation point for the Service Desk and as a subject matter expert for designated technologies.
• Diagnose and resolve moderately difficult desktop and peripheral issues involving interoperability, operating-system security, system access, passwords, authentication, profiles, group policies, and local system configurations.
• Support network-related activities, including IP and DNS.
• Participate in training, in-service programs, vendor seminars, and cross-training to maintain and expand technical skills.
• Troubleshoot and resolve performance, access, and interoperability issues involving BILH clinical and core applications.
• Assess and diagnose problems using remote tools and perform fixes and installations.
• Identify potential business-impacting IT security vulnerabilities and threats.
• May contribute to knowledge-base processes and procedures and work with teams to develop standardized workflows.
• Ensure accurate and timely updates to the ITSM ticketing system.
• Provide on-call and after-hours support.
• Support PCs, printers, peripherals, mobile devices, operating systems, software applications, and vendor devices.