Associate Field Support Technician

About the role

We're looking for an innovative and entrepreneurial-minded individual to join our dynamic team. As an Associate Field Support Technician, you'll handle complex tasks and problems that require deep technical expertise and strong interpersonal skills. Your role involves providing high-level technical support, diagnosing and resolving issues, and collaborating with various teams to ensure smooth operations.

Responsibilities

• Provides level 3 technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining hardware performance and documenting and closing tickets efficiently.
• Completes large and complex tasks spanning a singular domain of expertise.
• Simulates or recreates user problems to resolve operating difficulties.
• 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 and/or field techs for issues related to computers, phones, printers, faxes, and scanners.
• Adheres to policies and procedures as per corporate manuals and directives.

Other Responsibilities

• 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.
• Aids all users with questions, complications, and/or problems when using proprietary software.
• 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.
• Manages hardware and software inventory according to the needs of the department.
• Performs other duties as assigned and modified at manager’s discretion.

Knowledge, Skills And Abilities

• Mastery level understanding of Computer hardware, software, networking technology.
• Smart phone configuration knowledge (Android and iPhone).
• Deep understanding of ChenMed organizational and technical layouts.
• Excellent customer service skills.
• Excellent multi-tasking ability in a fast-paced environment.
• Strong 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.
• Superior skills 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.

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.
• A minimum of 2 years’ work experience in Information Technology or a related field.
• 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 strongly desired.
• Lead experience in project delivery desired.

Pay Range

$22.0 - $31.42 Hourly

Employee Benefits

We offer a competitive compensation package, comprehensive benefits, career development and advancement opportunities, and a supportive work environment where you can make a meaningful impact. Join our team and be part of something bigger – helping to transform healthcare for seniors and improving the lives of those we serve.