Job Description Summary
The H&H Field Support Technician is responsible for managing current health inventory (Equipment), logistics and support for IT equipment, installing Power Backup devices (UPS), and ensuring current health Kit delivery, setup, and retrieval of equipment from Patient's homes. The technician is also responsible for sending back the Kits to Current Health for processing and cleaning. This position reports to the Supervisor of IT Field Support Services and provides first level on-site desktop support throughout the health system. Responsibilities include taking ownership of on-site desktop support requests at one of the health system's locations and working them to closure, resolving desktop break-fix issues, and assisting on or conducting moves, adds, and changes as directed. The technician will fully document all work done and resolutions in the health system's ticketing system and create or update support documents to better prepare the team on support issues. The technician should assess onsite service requests and resolve or escalate issues that impact end user workflow and demonstrate knowledge of desktop hardware and software support tools and technologies.
Job Responsibilities:
1. Work with Manager of IT Field Support Services or Lead Analyst to complete scheduled daily work assignments within the Field Support team.
2. Determine and escalate problems or issues when required in a timely manner.
3. Monitor field service desktop support queue, taking ownership of problems and work requests until closure.
4. Keep current on industry support tools and standards that align with Desktop support functions.
5. Communicate the need for ordering IT equipment and appropriate spares where applicable.
6. Participate in, and support moves, adds, and changes as directed.
7. Ensure that the CMDB inventory database is current at all times when equipment is removed from stock, deployed, or retired for all work conducted.
8. Respond to inquiries from colleagues and IS Leadership in a timely manner.
9. Drive down open ticket volumes.
10. Complete assigned tasks in a timely manner.
Job Requirements:
Minimum Education - Preferred:
Associate’s degree or technical certification in computer science, Information Technology, or other technical fields preferred. Microsoft certification or experience preferred.
Minimum Work Experience:
1-3 years of Desktop support experience. Demonstrated experience supporting enterprise desktop environments and related infrastructure in a Healthcare setting.
Required Additional Knowledge and Abilities:
* Proven skills in the support of various desktop and mobile device platforms.
* Experience with support and maintenance of Windows-based desktop operating systems (Windows 7/10).
* Support skills with various desktop hardware equipment (Dell, HP, Lenovo), printers, and mobile devices/smartphones (Apple and Android based).
* Ability to effectively communicate with end users (nurses, physicians, and other executives) to extract pertinent information needed to resolve issues.
* Flexible team player with the ability to complete tasks as assigned.
* Willingness to continue technical and professional development in line with Desktop Support functions.
* Personal transportation for local travel between SSHS sites.
* Participate in on-call coverage as assigned.
* Ability to modify work schedule as business requirements change.
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