IT Desktop Field Service Technician

About the role

Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting / problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users.

Responsibilities

• Analyzes, recommends, installs, configures and evaluates systems and tools for internal and end user use.
• Develops and conducts tests of hardware and software and reports on configurations and behavior.
• Develops and provides technical documentation and training.
• Affirms needs and recommends hardware and software acquisitions and upgrades.
• Participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix).
• Assesses needs and recommends hardware and software acquisitions and upgrades.
• Maintains secure and confidential information and must be familiar with specific IT technical policies.
• Provides software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers.
• Documents in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates.
• Resolves technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals.
• Provides phone-based, remote and onsite customer support.
• Exercises sound judgment and prioritization and reorganization of customer requests.
• Works nights and weekends.
• Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors.
• Determines appropriate action within defined procedures and practices.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a similar degree.
• In lieu of degree, minimum of one year of additional relevant experience.
• Minimum two years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training.
• Experience in health care strongly desired.
• Demonstrated expert proficiency supporting the latest MS Windows environment and up to three versions before it, Macintosh OS X, and MS Office.
• Proficiency with troubleshooting MS Word, Excel, and Outlook.
• Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs.
• Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.
• Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.
• Advanced skill at creating technical documentation for complex processes and applications.
• Experience developing and administering formal technical training to users at a variety of levels.
• Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
• Ability to develop and deliver advanced desk-side training, basic desk-side training, basic group training.
• General knowledge of other areas of IT.
• Intermediate knowledge of IT-related products and services.
• Demonstrates problem-solving skills.
• Ability to assess a situation, define the problem, develop an approach and work with other teams as necessary in executing on that approach.
• Ability to understand when to include others and escalate when necessary.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• Understanding of IT Service Management, incident and request management within an Enterprise environment.
• Working knowledge of unit's business processes.
• Working knowledge of organization computer requirements, recommendations and policies including security standards.
• Effective skills at technical and administrative work direction, and proficiency in project management basics.
• Excellent customer service and interpersonal skills.
• Demonstrated judgment to delegate / escalate issues appropriately.
• High degree of self-motivation and flexibility.
• Must be exceptionally resourceful, detail-oriented, and have outstanding organizational skills.
• Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS