User Support Field Technician I

About the role

The User Support Field Technician I serves as a liaison between the User Support team and the customer for assigned sites/clinics/locations and is responsible for overseeing/monitoring all issues, requests, and project work specific to assigned sites/locations, including issues related to workstations, applications, peripherals, hardware, service, and EMR/EPM issues. This role will provide support through daily/weekly onsite visits, as well as through telephone and email communication. Additionally, the User Support Field Technician I will use their excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions quickly and efficiently.

Responsibilities

• Act as liaison between the User Support team and the customer for assigned sites/clinics/locations and oversee/monitor all issues, requests, and project work specific to assigned sites/locations
• Maintain a direct relationship with leadership and users of assigned sites/clinics/locations and check-in daily through site visits, phone calls, emails, and ticket responses
• Identify, research, and resolve escalated support tickets using User Support tools and processes, including general support and EMR/EPM issues
• Plan, schedule, coordinate, and perform deployment/maintenance of new hardware, software, and network infrastructure for assigned sites/locations
• Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
• Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products
• Strong customer service skills
• Build, install, and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware.
• Perform basic network troubleshooting
• Respond to escalated issues and ensure tickets are closed within User Support defined timeframes.
• Build strong relationships with users, management, and third party vendors.
• Add computers to Active Directory
• Help maintain and support client operating systems and end-user software, using remote administration tools.
• Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices.
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