User Support Field Technician I

Overview:

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:

The User Support Field Technician I MUST:

• 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.
• Troubleshoot and resolve hardware and software problems on workstations and portable devices.
• Provide on call after hours support on rotational schedule.
• Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvements.
• Travel to other offices/sites/clinics to provide support as needed.
• Log all support issues accurately and in a timely fashion using departmental support tools and processes
• Provide excellent customer service, including taking ownership of site-wide IT related issues.
• Ensure all actions, job performance, personal conduct and communications represent Joint Tech in a highly professional manner at all times.
• Be able to lift 50 lbs.
• Perform other duties as assigned.

 

Knowledge/Skills/Abilities:
• Ability to exercise patience and professionalism during stressful situations
• Willing to learn and accept challenges and new responsibilities
• Strong attention to detail and accuracy
• Strong analytical and problem-solving abilities.
• Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users
• Excellent verbal and written communication skills.
• Adaptable and responds willingly to change
• Ability to build and maintain strong working relationships with customers, leadership, peers, and team members
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Ability to communicate technical information to individuals with various levels of technical knowledge

Qualifications:

MINIMUM EDUCATION:
• Associates Degree (higher degree accepted) or 4 years of practical computer hardware maintenance experience in lieu of education

 

MINIMUM EXPERIENCE:
• 2 years of practical computer hardware maintenance experience

• Experience working with Microsoft operating systems and computer networks

• Experience working with Microsoft operating systems and computer networks

• Experience working with desktops, laptops, and other peripheral devices

 

REQUIRED CERTIFICATIONS/LICENSURE:
• Comptia A+ Certification