Field Support Technician Senior

About the role

Responsible for delivering world class field support services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2 and 3 in-person support position is responsible for all aspects of customer requests and incident management.

Responsibilities

• Act as an escalation point on tickets not resolved by the Service Desk and Field Support as well as logging, triaging, resolving, and timely follow up of service requests/incidents.
• Ensure proper operation and support of PC's, printers, peripherals, and mobile devices.
• Support all standard operating systems, software applications, and vendor devices.
• Diagnose and resolve moderately difficult to complex desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication.
• Respond to desktop issues related to profiles, group policies and local system configurations.
• Support network-related activities and support, including but not limited to IP and DNS.
• Participate in cross-training, mentoring and training for more junior staff.
• Act as an escalation point for the Service Desk.
• Exhibit competence, commitment and accountability to coordinate customer support issues and ensure timely response, positive outcomes and accurately identify when issues should be escalated to SME's (Subject Matter Experts) and/or management.
• Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations.
• Train and help onboard new team members.
• Identify and resolve performance, access and interoperability issues related to BILH centric clinical and core applications.
• Contribute to the creation of processes and procedures for the Service Desk knowledge base.
• Develop standardized workflows.
• Ensure accurate and timely updates to the ITSM ticketing system.

Requirements

• High School diploma or GED required.
• Certificate 1 A+ Certification preferred.
• 3-5 years related work experience required in 3 plus years of Service Desk/Field/IT Support experience supporting a large enterprise of end users in a complex MS Windows / MS Office environment.
• Moderate Knowledge of various Operating systems (OS) including but not limited to Windows 10 and MAC OS is required.
• Knowledge of various mobile devices is required, including but not limited to: iOS and Android platforms is required.
• Knowledge of Network fundamentals is required.
• Solid experience of Citrix Systems application is required.
• Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.) is required.
• Solid experience of Microsoft O365 applications is required.
• Solid experience of ITSM systems such as Service Now or Remedy Advanced technical computer skills as required for technical support specific to functional area and related systems.

Qualifications

• Moderate Knowledge of Dell, Apple, HP and Ricoh hardware is desirable.
• Knowledge of Oracle PeopleSoft and Workday application is desirable.
• Knowledge of the Epic application is desirable.

Skills

• Decision Making: Ability to make decisions that are guided by precedents, policies and objectives.
• Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
• Independence of Action: Ability to set goals and determine how to accomplish defined results with some guidelines.
• Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
• Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
• Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
• Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
• Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s).
• Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Benefits

Your skill and compassion can make us even stronger. Equal Opportunity Employer/Veterans/Disabled

Pay

Pay Range $30.00 - $42.00