Reporting to a Field Services Supervisor, and collaborating with other Field Services Technicians and IT groups, the Field Services Technician II support the health system's end user computing environment across the entire enterprise.
The position entails second level 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.
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 enhance productivity and the integration of these products into the departmental and Information Systems environment.
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 level II 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.
- 2 year/Associate Degree or combination of relevant education & experience may be considered in lieu of Associate's Degree
- Relevant Experience in Field Services / Desktop Support
Certification and Licensure
- Current Valid Driver's License
- Relevant Technical Certification
- Analytical Skills
- Customer Service Skills
- Excellent Communications Skills
- Excellent Interpersonal Skills
- Excellent Teamwork Skills
- Listening Skills
- Microsoft Office Applications
- Relationship-Building Skills
- Service Orientation