IT Desktop Field Services Technician

About the role

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

• Provide onsite technical support, including triage, analysis, diagnosis and resolution of issues related to desktop and laptop systems, handheld devices, printers, peripherals, network connectivity, desktop software applications and utilities, storage architecture, and IT security.
  • Staff rotation to Service Desk or other sites as required.
    • When at Service Desk Level1: handle 35-50 customer contacts per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95% Customer Satisfaction ratings, 60-65% First Contact Resolution, and 65-75% Level 1 Resolution.
      • When at Service Desk Level2: Resolve 8-20 Level 1 escalations per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95% Customer Satisfaction ratings. Handle up to 100 tickets per day while managing queues and triaging tickets based on priority and service tier with greater than 95% accuracy.
        • Assist Level 1 analysts in troubleshooting technical issues.
          • Provide onsite field support for designated sites.
            • Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
              • Gather technical information and prepare IT technical Notifications; ability to translate and manage technical Notifications to customer-facing Notifications.
                • Provide thorough analysis and develop/recommend cost-effective solutions to variously complex technology problems based on incumbent’s extensive knowledge of campus/medical center standards and Department’s requirements/needs.
                  • Provide front line support for a variety of clinical/business applications, provision and administer user accounts and reset passwords in Active Directory, Conceptually understand the purpose, general functions of enterprise applications, such as EPIC, Pyxis, MyAccess, and all its terminology.
                    • Knowledge of important Federal, State, UC, and UCSF information security policies and procedures.
                      • Knowledge of policies sufficient to recognize violations or potential security problems before they happen, and act as information security liaison for supported groups.
                        • Use network diagnostic tools to support network infrastructure.
                          • Add/Move/Change Telecom Communication Devices (e.g. Siemens/Cisco phones).
                            • Perform Proactive Rounding, as assigned.
                              • Serve as internal escalation/contact for resolution of complex issues and VIP support.
                                • Participate in continuous process improvement & innovation.
                                  • Complete other duties, as assigned.