Tech Field Support II

Department/Unit:

AMHS - IT Infrastructure

Work Shift:

Day (United States of America)

Salary Range:

$54,690.00 - $82,035.00

The Tech Field Support provides onsite and remote support for all complex and in person support needs. The Tech Field Support will take ownership of issues escalated to them by Help Desk Techs and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Tech Field Support escalates and notifies Information Technology employees appropriately according to documented standard operating procedures. The Tech Field Support is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with the Albany Med Help Desk. The Tech Field Support acts as a liaison between the customers and Information Technology to resolve any issue that is reported, and will fulfill any project based or new requests that are assigned to them in the documented timelines.

Description

The Tech Field Support – Level II will have little to moderate onsite field support experience but has a desire to pursue a career in some field of Information Technology. The individual will complete tasks as documented by departmental standard operating procedures, processes, documentation and training. The individual will receive close to moderate supervision and is expected to escalate issues that fall outside of their training and documentation for disposition by senior peers or management. The individual will have knowledge of and the ability to adhere to customer service standards and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Typical responsibilities include:

Support

• Respond to problems called in and repair malfunctioning equipment in a timely manner
• Provide support with desktop troubleshooting, configuration and diagnostic tools
• Install terminals, modems, personal computers, printers and other desktop equipment and software to support enterprise future business growth and the movement and/or expansion of enterprise units
• Adhere to customer service standards in all verbal and written interactions with users
• Work as part of a team to meet goals set forth by Information Technology management
• Meet all documented and communicated statistical metrics that drive overall departmental performance

Supervision

• This position will provide guidance to the Help Desk Tech - Levels I, II, III and IV

Contact with others

• High degree of contact internal and external to Albany Med including any user of any Albany Med device or application

Other

• Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology
• Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively
• Provide best effort support for non-standard applications and hardware

• Participate in on-call rotation and help troubleshoot customer issues
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties
• Perform at or above the Information Technology performance standards
• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)

Complete other duties or assignments as designated by management

Thank you for your interest in Albany Med Health System!

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.