Americans with Disabilities Act (ADA), Application Servers, Computer Maintenance, Computer Servers, Computer Systems, Computer Testing, Configuration Management, Customer Support/Service, Desktop PC, Email Servers, FMLA (Family and Medical Leave Act of 1993), File Server, File Systems, Hospital, Identify Issues, Industry/Trade Analysis, Laptop PC, Maintain Compliance, Mobile Devices, On Call, On Site Support, Operating Systems, Peripheral Hardware, Printers, Record Keeping, Resolve Customer Issues, Software Engineering, System Validation, Systems Maintenance, Technical Support, Usability Engineering
Position Summary
The Field Service Technician, Associate, assists customers with technical support of desktop computers, laptops, mobile devices, printers, applications, and related technology. Support includes specification, installation/move projects, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to Orlando Health customers.
Responsibilities:
Essential Functions
- Assists with the installation, configuration, and ongoing usability of desktop computers, laptops, mobile devices, peripheral equipment and software within established standards and guidelines.
- Demonstrates proficiency in the role and escalates to senior technician or supervisor when help is needed.
- Works with Service Desk, Operations, Applications, and Engineering staff as appropriate to determine and resolve problems received from clients.
- Interacts with numerous computer platforms in a multi-layered client server environment.
- Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
- Performs proactive maintenance of computing hardware.
- Performs upgrades to end user devices to ensure longevity.
- Maintains accurate records in ticketing system and regularly updates asset information and status in the configuration management database.
- Responds to emails/pages and sets expectations with customers based on priority, impact, and urgency.
- Participates in on call rotation for after hours and weekend coverage.
- Creates and maintains interdepartmental relationships.
- Maintains knowledge on current industry trends.
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
- Maintains compliance with all Orlando Health policies and procedures.
Other Related Functions
- Responds to pages within department guidelines.
- Supports Hospital Command Centers during emergency situations.
- On-call for after-hours support of customer issues.
Qualifications:
Education/Training
High School diploma or equivalent.
Licensure/Certification
None.
Experience
A minimum of one (1) year of information technology or customer support experience.