Senior Field Support Technician

About the role

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Responsibilities

• Responsible for Level 2 support providing intermediate to advanced support. Consistently exceeds end user expectations by meeting established SLA's and customer demands. Drives high customer satisfaction and ensures services align with BILH needs.
• Exhibits 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. Also, acts as an SME for designated technologies.
• Diagnose and resolve moderately difficult to complex desktop and peripherals related to interoperability, OS security issues, system access, passwords, and authentication. Accurately responds to desktop issues related to profiles, group policies and local system configurations.
• Possess professional knowledge and skills by participating in training opportunities, in-service programs, vendor seminars, etc. to maintain the highest level of technical skills possible. Participates in cross-training, mentoring and training for more junior staff. Acts as an escalation point for the Service Desk.
• Possess an understanding of BILH centric clinical and core applications with skill/ability to troubleshoot and resolve performance, access and interoperability issues. Perform assessments and diagnosis of problems using remote tools, with skill/ability to perform fixes and installations. Trains and helps onboard new team members.
• Possess an understanding of best practices in regards to IT security in order to quickly identify potential business impacting vulnerabilities / threats.
• Contributes to the creation of processes and procedures for the Service Desk knowledge base. Will work closely with teams to develop standardized workflows.
• Ensures 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.
• May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems. Knowledge and experience with 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

• High School diploma or GED required.
• 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.
• May produce complex documents, perform analysis, and maintain databases. Ability to learn quickly and retain knowledge of a wide variety of systems. Knowledge and experience with ITSM systems such as Service Now or Remedy
• Advanced technical computer skills as required for technical support specific to functional area and related systems.

Benefits

No benefits are mentioned in the job posting.

Pay

The pay range listed for this position is $30.00 – $42.00 per hour.