Field Services Technician

POSITION SUMMARY:

The Field Services Technician supports the health system’s end user computing environment

across the entire enterprise. The technician analyzes situational workflow and processes to

implement, support, organize, modify, or otherwise maintain the health system’s computer

systems as they relate to end user devices. This includes installation, maintenance and

troubleshooting of hardware and software which enhances productivity and the integration of

these products into the departmental and Information Systems environment. The position entails

support with regards to troubleshooting and problem resolution. The technician’s adherence to

standardized Service Level Agreements for both onsite and on-call support is of the utmost

importance. The technician is expected to manage endpoints within a complex and varied

environment ranging from the traditional PC based workstation to hand-held mobile devices. This

role is “hands-on” and will require placement and movement of devices, on the spot

troubleshooting skills, and unwavering support for a standards-based end user centric approach.

The Field Service Technician works independently finding solutions to problems on their own.

Acts as an escalation point for more junior staff. Expectations include clear and concise

documentation be updated within the IT Service Management platform relative to incident or

request resolution in a timely manner.

ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential duty

satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities

to perform the essential functions.

Responsibilities and Duties

• Provides technical support and preventative maintenance within service level agreement

for desktop operating systems, networking fundamentals, installs applications, technology

hardware, including desktops, laptops, printers, tablets, and mobile devices.

• Follows, tests, and builds standard operating and installation procedures, knowledge

articles, and documented technical reference material.

• Notifies end users of their incident or enhancement requests, anticipated resolution,

changes to the estimated completion date or scope of the incident.

• Ensures that equipment is properly maintained and reported within Service Now and

relocation of IT equipment as requested.

• Notifies department or user of potential impact when noncompliance is uncovered (e.g.

antivirus inactivated, circumventing proxy server, PHI not protected or at risk).

• Notifies management of licensing irregularities.

• Provides support for Citrix environments, Active Directory, SCCM, and remote support

tools. Basic network function support. Understanding of network and server environments

• Utilizes ServiceNow and Orion to record, track, and document the request or incident

problem-solving process, including all successful and unsuccessful decisions made, and

actions taken, adhering to organizational SLA's.

• Work with hardware vendors to facilitate repairs (Dell, Stratix, etc.).

• Performs routine on-site visits for technical support when remote support does not apply.

• May be required to travel to off-site locations and participate in on-call rotations as needed.

• Act as an escalation point for Field Service and Service Desk staff. Escalates problems as

necessary.

• All other duties as assigned.

Knowledge, Skills and Abilities:

The requirements listed below must be representative of the knowledge, skills, minimum

education, training, licensure, experience, and/or ability required.

• Analytical Skills

• Change Management

• Collaborative Skills

• Computer Skills to include use and navigation

• Customer Service Skills

• Detail Oriented

• Excellent Communications Skills

• Excellent Interpersonal Skills

• Good Reasoning Skills

• Leadership Skills

• Listening Skills

• Medical Terminology

• Microsoft Office Applications

• Multitasking

• Organizational Skills

• Problem Solving Skills

• Service Orientation

• Strategic Thinking

• Strong Team Player

Education:

• Completes and maintains all competencies and training as required for role.

• High School Diploma or GED or relevant experience may be considered in lieu of

education.

Physical Environment:

• May be exposed to blood borne pathogens Low Risk

• May be exposed to communicable diseases Low Risk

Certifications, Licenses, Registrations:

• Current, valid driver’s license issued in the state of legal residence required.