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Field Support Technician

  • R0007761
  • Corporate Office

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Job Description
The Field Support Technician is responsible for moderately complex tasks typically relating to network monitoring, operations, installation and/or maintenance for local, off-site and/or remote locations. The incumbent in this role handles problems that the first-tier of help desk support and/or field support is unable to resolve. He/She may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

  • Provides level 2 technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining hardware performance and documenting and closing tickets efficiently.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.
  • Documents and updates troubleshooting procedures, operating manuals and user guides.
  • Completes tasks via email, ticket system or remotely with some phone contact and/or travel to site locations to troubleshoot equipment hardware and software problems.
  • Sets up computers and installs desktop software applications. Tests network connections to ensure proper functioning of computer systems.
  • Communicates customer concerns and recommends improvements to our development and engineering staff.
  • Responds to escalated request from help desk for issues related to computers, phones, printers, faxes, and scanners.
  • Adheres to policies and procedures as per corporate manuals and directives.

Other responsibilities may include:

  • Handles daily technical support activities on desktop support, data network and server management.
  • Provides LAN (Local Area Network) and WAN (Wide Area Network) support to remote end-users.
  • Provides answers to clients by identifying problems; researching solutions and guiding clients through corrective steps.
  • Interacts with staff on desktop problems to ensure customer satisfaction and resolution.
  • Ensures that tickets in the system queue are being completed in a timely manner.
  • Assists all users with questions, complications, and/or problems when using proprietary software.
  • Provides afterhours, weekend and/or on-call support to both Chen Medical Centers and JenCare Medical Centers as needed.
  • Administers in-house systems including marketing video appliances throughout Chen Medical Centers and JenCare Medical Centers.
  • Ensures that all mobile devices are set up within ChenMed electronic device policy guidelines.
  • Assists with and updates assigned support service requests.
  • Collaborates with IT market leaders to purchase computer systems through the purchase and supplies department.
  • Administers active directory as related to group policy creation and development and user administration
  • Works on IT projects (independently or with collaboration from others).
  • Manages hardware and software inventory according to the needs of the department.
  • With direction from leader, sets up of Linux Android G-Boxes and ensures they are in proper working order.
  • Configures new servers and reconfigures established servers as determined by leader.
  • Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Advanced Understanding of Computer hardware, software, networking technology
  • Smart phone configuration knowledge (Android and iPhone)
  • Ability to troubleshoot issues with little to no supervision
  • Excellent customer service skills
  • Ability to multi-task in a fast-paced environment
  • Organizational and prioritizing skills
  • Ability to complete duties with little to no guidance or supervision and achieve superior outcomes
  • Skilled on Windows 7 and Windows 8.1 operating systems
  • Solid knowledge of medical equipment
  • Advanced skill in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
  • Ability and willingness to travel locally, regionally and nationwide up to 20% of the time; must have reliable transportation
  • Spoken and written fluency in English
Additional Job Description

EDUCATION AND EXPERIENCE CRITERIA:

  • Bachelor’s degree in Information Technology, Computer Science or a related field OR additional experience above the minimum will be considered in lieu of the required education on a year-for-year basis required

  • A minimum of 2 years’ work experience in Information Technology or a related field required

  • Certifications in A+ and N+ preferred, additional Certifications a plus

  • Prior IT Help Desk or Desktop Support experience required

  • Experience with VPN, firewalls, DNS, DHCP, Windows Active directory, Junos Pulse, Android and iPhone mobile devices

  • Experience with IT ticketing system and ChenMed applications a plus

  • Key role experience in project delivery

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