POSITION SUMMARY: The It Field Tech (Distributed IT Specialist) will have technical skills in dispatching, troubleshooting, and resolving IT issues. The specialist will be able to juggle multiple priorities and priotize which issues will require diagnoses first. He/she will be required to work with all levels of employees and able to work in a team or independently.
RESPONSIBILITIES/ACCOUNTABILITIES:
1. Serve as Tier 2 support for center operations and expected to remotely diagnose and resolve issues on desktop and portable PCs, printers, mobile devices, kiosk, wireless access points, network equipment and approved corporate software as needed.
2. Coordinate the dispatch of both 3rd party support vendors and internal Field Service technicians in support of break/fix activities. This will include documenting a scope of work for each break/fix dispatch and serving as the final validation the resolution was achieved.
3. Maintain an IS center hotline for both 3rd party support vendors and internal Field Service technicians while they are on site for dispatched support calls. Will also serve as the final validation for issue resolution.
4. Coordinate all break/fix activities with other IS resources and serve as the singular contact for the end user during the resolution process
5. Manage the delivery of all IT equipment when depot service is required to support the center operations. Includes: desktop and portable PCs, printers, telephone systems, phones, mobile devices, network and wireless routers-switches.
6. Ensure the reliability, performance, operational stability of the IT systems and services within the center operations. Work with others to identify the root cause of any issues, identify and execute solutions.
7. Responsible for asset management which includes updating the IS call ticket system, SalesLogix. This includes tracking of all IT assets transactions such as location assignment and disposition.
8. Manage the delivery of site-based services provided by both the direct field services team and any contractor engaged in the delivery of the services (e.g. URGE, PRS). Provide direct technical services as warranted.
9. Conduct root cause analysis on any material operational or support issue. Be the advocate for addressing the root cause in order to avoid future recurring issues of the same or similar type. Work with the appropriate members of the IS team to address and close systemic problems.
10. During system events; keep the customers and constituents informed of the issue, our progress in resolving, and at closure. Escalate issues as appropriate. Manage issues to close.
11. Adhere to all policies established for the IS call tracking system, SalesLogix. This will include updating - closing all assigned tickets within a timely manner and with appropriate information to assist other IT resources - customers to understand current status - upcoming activities.
12. Support and maintain facility data/voice infrastructures and coordinate all activities related to new installations and /or service calls. Will also maintain a digital floor plan for every primary facility and document locations of MDF, printers, access points, kiosk and other key devices.
13. Perform other duties as requested.
SDIN
Qualifications:
SPECIFIC EDUCATIONAL/VOCATIONAL REQUIREMENTS: 1. A minimum of five years of experience in a technical support role is required 2. A Certification or equivalent degree in MIS is required 3. Must have working knowledge of voice and data cabling infrastructure, networking equipment, wireless technology and desktop support 4. Experience on a Support Center is beneficial but not required 5. This position requires that the employee is able to read, write, speak and understand the spoken English language to ensure the safety and wellbeing of our patients and visitors at the work site when responding to their medical and physical needs. 6. Must provide verification of TST (tuberculin skin test) as required by state law and in accordance with Company policy. TSTs will be administered at the work site if required.
Other Info
Position Type: Full Time
Pay Target: $50,000 - $60,000
Job City: Augusta
Requisition Number: 444317
Not Stated