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IT Field Support Technician I

  • R0003068
  • Miami / South Florida — Corporate Office
  • February 6, 2018

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Job Description
The IT Field Support Technician I will be responsible for supporting end users who are experiencing difficulties with their computer hardware, software, mobile, or supported company medical devices. The position will troubleshoot technical issues over the phone, or from a remote or physical location with end-users. We are looking for Field Techs for current and/or future openings for our corporate office in Miami Gardens and our medical centers located in Tampa, FL, Lakeland, FL, Atlanta, GA, New Orleans, LA, Chicago, IL, Louisville, KY, Richmond, VA, and Norfolk, VA.

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. 
Document troubleshooting procedures, operations manuals, and user guides.
Complete service requests and tasks via email, ticket system, or remotely with some phone contact and/or travel to site locations to troubleshoot hardware and software problems.
Setup computers and install desktop software applications, and test network connections to ensure proper functioning of computer systems.
Communicate customer concerns and recommend improvements to our operations and engineering staff.
Maintain appropriate Service Levels and KPI’s to meet organizational goals. 
Respond to escalated request from help desk for issues related to computers, phones, printers, faxes, and scanners.
Adhere to policies and procedures as per corporate manuals and directives. 
Other responsibilities may include:
Provide LAN (Local Area Network) and WAN (Wide Area Network) support to remote end users.
Ability to work with Microsoft Office suite; Experience on Windows 7 and Windows 8.1 operating systems required, experience with VPN, firewalls, DNS, DHCP, Windows Active directory, Junos Pulse, Android and IPhone mobile devices, as well as basic knowledge of medical equipment.
Provides answers to clients by identifying problems; researching solutions and guiding clients through corrective steps.
Ensure that tickets in the system queue are being completed in a timely manner.
Assist all users with questions, complications, and/or problems when using proprietary software.
Provide occasional after hours and/or On-Call Support to all Medical Centers.
Administer in-house systems including marketing video appliances, video conferencing and telephony equipment throughout our Medical Centers.
Provide occasional telephone support as part of service desk during peak times or other times of need.
Ensure that all mobile devices are set up within ChenMed electronic device policy guidelines. 
Assist with Hardware Acquisitions, Inventory, and Asset Management. 
Administer active directory as related to group policy creation and user administration.
Work on IT projects (independently or with collaboration from others).
Configure new servers and reconfigure established servers as determined by leader.
Complete other duties as assigned and modified at manager’s discretion.
EDUCATION AND EXPERIENCE CRITERIA:
Solid Understanding of Computer hardware, software, networking technology.
Smart phone configuration knowledge (Android and iPhone).
Strong knowledge of Microsoft Office and related Operating systems.
Ability to troubleshoot network issues with minimal supervision.
Excellent customer service skills.
Ability to multi-task in a fast paced environment.
Organizational and prioritizing skills.
Travel required; must have reliable transportation.
Fluent in English.

EDUCATION AND EXPERIENCE CRITERIA:
Bachelor’s degree in Information Technology (or related field) or equivalent experience.
Certifications in A+ and N+ preferred. 
One to Three (1-3) years’ experience in IT.
Customer Service Skills.
Previous Help Desk or Desktop Support experience preferred.
Experience with ServiceNow ticketing system a plus.
Additional Certifications a plus.

The IT Field Support Technician I will be responsible for supporting end users who are experiencing difficulties with their computer hardware, software, mobile, or supported company medical devices. The position will troubleshoot technical issues over the phone, or from a remote or physical location with end-users.  We are looking for Field Techs for current and/or future openings for our corporate office in Miami Gardens.

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. 
Document troubleshooting procedures, operations manuals, and user guides.
Complete service requests and tasks via email, ticket system, or remotely with some phone contact and/or travel to site locations to troubleshoot hardware and software problems.
Setup computers and install desktop software applications, and test network connections to ensure proper functioning of computer systems.
Communicate customer concerns and recommend improvements to our operations and engineering staff.
Maintain appropriate Service Levels and KPI’s to meet organizational goals. 
Respond to escalated request from help desk for issues related to computers, phones, printers, faxes, and scanners.
Adhere to policies and procedures as per corporate manuals and directives. 
Other responsibilities may include:
Provide LAN (Local Area Network) and WAN (Wide Area Network) support to remote end users.
Ability to work with Microsoft Office suite; Experience on Windows 7 and Windows 8.1 operating systems required, experience with VPN, firewalls, DNS, DHCP, Windows Active directory, Junos Pulse, Android and IPhone mobile devices, as well as basic knowledge of medical equipment.
Provides answers to clients by identifying problems; researching solutions and guiding clients through corrective steps.
Ensure that tickets in the system queue are being completed in a timely manner.
Assist all users with questions, complications, and/or problems when using proprietary software.
Provide occasional after hours and/or On-Call Support to all Medical Centers.
Administer in-house systems including marketing video appliances, video conferencing and telephony equipment throughout our Medical Centers.
Provide occasional telephone support as part of service desk during peak times or other times of need.
Ensure that all mobile devices are set up within ChenMed electronic device policy guidelines. 
Assist with Hardware Acquisitions, Inventory, and Asset Management. 
Administer active directory as related to group policy creation and user administration.
Work on IT projects (independently or with collaboration from others).
Configure new servers and reconfigure established servers as determined by leader.
Complete other duties as assigned and modified at manager’s discretion.

EDUCATION AND EXPERIENCE CRITERIA:
Solid Understanding of Computer hardware, software, networking technology.
Smart phone configuration knowledge (Android and iPhone).
Strong knowledge of Microsoft Office and related Operating systems.
Ability to troubleshoot network issues with minimal supervision.
Excellent customer service skills.
Ability to multi-task in a fast paced environment.
Organizational and prioritizing skills.
Travel required; must have reliable transportation.
Fluent in English.

EDUCATION AND EXPERIENCE CRITERIA:
Bachelor’s degree in Information Technology (or related field) or equivalent experience.
Certifications in A+ and N+ preferred. 
One to Three (1-3) years’ experience in IT.
Customer Service Skills.
Previous Help Desk or Desktop Support experience preferred.
Experience with ServiceNow ticketing system a plus.
Additional Certifications a plus.
 

    Additional Job Description

    EDUCATION AND EXPERIENCE CRITERIA:

    • Bachelor’s degree in Information Technology (or related field) or equivalent experience.
    • Certifications in A+ and N+ preferred. 
    • One to Three (1-3) years’ experience in IT.
    • Customer Service Skills.
    • Previous Help Desk or Desktop Support experience preferred.
    • Experience with ServiceNow ticketing system a plus.
    • Additional Certifications a plus.
       

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