Tech Field Support II

About the role

The Tech Field Support provides onsite and remote support for all complex and in-person support needs. They take ownership of issues escalated to them by Help Desk Techs and work to resolution utilizing all skills, experience, training, documentation, and resources at their disposal. They escalate and notify Information Technology employees appropriately according to documented standard operating procedures.

Responsibilities

• Support: Respond to problems called in and repair malfunctioning equipment in a timely manner.
• Desktop Troubleshooting: Provide support with desktop troubleshooting, configuration, and diagnostic tools.
• Installation: Install terminals, modems, personal computers, printers, and other desktop equipment and software to support enterprise future business growth and the movement and/or expansion of enterprise units.
• Customer Service: Adhere to customer service standards in all verbal and written interactions with users.
• Teamwork: Work as part of a team to meet goals set forth by Information Technology management.
• Statistical Metrics: Meet all documented and communicated statistical metrics that drive overall departmental performance.

Requirements

• Little to moderate onsite field support experience.
• Desire to pursue a career in Information Technology.
• Completion of tasks as documented by departmental standard operating procedures, processes, documentation, and training.
• Close to moderate supervision and escalation of issues that fall outside of their training and documentation for disposition by senior peers or management.
• Knowledge and ability to adhere to customer service standards and ensure that all written and verbal interactions with users meet those standards.
• Exemplary personal work ethic and effective and efficient work.

Qualifications

• Knowledge of and ability to adhere to customer service standards.
• Ability to maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology.
• Use of customer feedback to solve customer problems quickly and effectively.
• Best effort support for non-standard applications and hardware.
• Participation in on-call rotation and help troubleshoot customer issues.
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties.
• Ensure that access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties.
• Reasonable efforts to ensure that information is adequately protected from unauthorized access and modification.

Skills

• Technical Expertise: Current technical expertise in the rapidly changing technology of Albany Med Information Technology.
• Customer Service: Ability to adhere to customer service standards and ensure that all written and verbal interactions with users meet those standards.
• Problem Solving: Ability to solve customer problems quickly and effectively using customer feedback.
• On-Call Rotation: Participation in on-call rotation to help troubleshoot customer issues.
• Confidentiality: Ability to maintain confidentiality by using and communicating information only as needed to perform one’s duties.
• Information Security: Reasonable efforts to ensure that information is adequately protected from unauthorized access and modification.

Benefits

Not specified.

Pay

$54,690.00 - $82,035.00

Schedule

Day