MAIN FUNCTION:

Under the direction of the Field Service Manager, provide technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through a step by step solution, either in a call center environment, remotely, or onsite. Clearly communicate technical solutions in a friendly, professional manner; provide one on one training as needed; work in cooperation with other Field Service Technicians and MIS personnel to troubleshoot problems; conduct inventory and problem tracking database maintenance and reporting.

DUTIES AND RESPONSIBILITIES:

** 1. Identifies, diagnoses, and resolves problems for users of personal computers; including support for software, hardware, network connectivity, internet/intranet access, local and network printers and communicating solutions. Field Service Technicians are expected to follow established Arnot Health guidelines for maintenance and support.

** 2. Provides one on one problem resolution, including follow up with the end users to ensure that they are satisfied and the problem is fixed.

** 3. Configures, tags and delivers end user PC’s, software and peripherals; including hardware and applications approved for use by the end user.

4. Assists with end user requests for application software access by communicating requests to the Service Desk and MIS management.

5. Provides installation and support of the LAN and remote communications between the personal computer environment and Arnot Health computer systems.

** 6. Maintains accurate records of all support calls using assigned tracking software, including documentation of work done, repairs completed and when each service call was opened and completed.

7. Schedules personal computer maintenance and upgrades in such a way as to provide for minimal down time to end users.

** 8. Follows up on all assigned work until it is completed, communicating with the manager when additional help is needed to resolve any problem in a reasonable amount of time.

9. Escalates problems in a timely manner to appropriate personnel when required.

**10. Provides reports as requested on work status for assigned tasks.

11. Installs and maintains anti-virus software on all PC’s throughout the network.

12. Prepares and maintains administrative installation and configuration documentation for supported applications and hardware.

13. Collaborates with internal and external (vendor) resources when needed.

** 14. Coordinates equipment moves involving PC’s and network users.

** 15. Interacts with all associates, staff, and physicians in a courteous, respectful, and friendly manner.

16. Attends all annual mandatory educational programs as required by position.

17. Abides by the Arnot Health Service Excellence Standards of Behavior for Employees. Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer’s needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with Arnot Health.

18. It is understood that this job description lists typical duties for the classification and is not considered inclusive of all duties, which may be assigned.

EDUCATION:

High School diploma required. Level of knowledge equivalent to that ordinarily acquired through the completion of Associates Degree in computer science or related field. Associated Degree preferred.

EXPERIENCE:

One to three years experience in a highly technical network environment utilizing TCP/IP network protocols. Two to four years experience in PC hardware specifications, set-up and configuration, software installation, memory management, and network security. Two to four years experience in Windows operating systems. Familiar with administrative back office applications including Microsoft Office and Exchange.

CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:

No CPR required.

PHYSICAL REQUIREMENTS:

Finger dexterity, motor coordination, hand-to-eye coordination, color distinction, visual acuity, talking, sitting, handling, lifting, pushing, hearing, balancing, repetitive motions, stooping, bending, carrying, kneeling, clerical perception.

MENTAL REQUIREMENTS:

Analytical skills necessary to demonstrate a high level of problem identification, solving, and conflict resolution in regards to each working environment.Express technical concepts in lay terminology and perform liaison responsibilities with user departments. The ability to communicate effectively, verbally and in writing, with all levels of Arnot Health personnel on a one- on-one and group basis, using appropriate vocabulary, and grammar. The use of independent judgment and discretion. The ability to protect the confidential nature of information within the MIS department including Protected Health Information (HIPAA) and sensitive technical information.

ADDITIONAL SKILLS:

Analytical ability to participate in the development of policies and procedures. Develop, test, and debug hardware and software configurations in a variety of settings. Determine user needs from process descriptions. Ability to lift 50 lbs. in order to move equipment, tables, cases of paper, etc. Access to reliable personal transportation to perform support services at various Arnot Health locations as needed.

WORKING CONDITIONS:

Office setting with no substantial exposure to adverse environmental conditions.

EXPOSURE CATEGORY:

Category III. Tasks that involve no contact with blood, bodily fluids or tissues, and Category I tasks are not part of the job.

** A.D.A Essential Functions