What are the responsibilities and job description for the ITS Field Technician, Full Time position at Southern Illinois Healthcare?
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Position Summary
- Responsible for providing excellent customer service and technical support for end user hardware, software, and project-based needs; triage and document relevant information in ticket system, prioritize problems based on customer needs and work to resolve issues in a timely manner per Service Level Agreements; and maintaining / keeping an inventory of computers, parts, and software. This position will provide 24/7 on-call responsibilities on a rotational basis or as emergencies arise. Position may also require flexing to various shifts to meet the needs of the customer.
Education
- Associate’s degree in Business, IT or Healthcare related field or 2 years of IT experience with proven knowledge of end user device troubleshooting and management.
Licenses and Certification
- CompTIA A , Network , or Security Certifications preferred
- ITIL Certification preferred
Experience and Skills
- Experience working in a customer service role.
- Excellent customer service skills, including verbal and written communication skills.
- Ability to work independently with minimal supervision as well as in a team environment.
- Experience in the maintenance, troubleshooting and upgrading of computer hardware and software.
- Working knowledge of network protocols.
- Working knowledge of Microsoft Windows operating systems
- ServiceNow experience preferred
- Previous healthcare experience preferred
Role Specific Responsibility
- Respond to assigned incidents/requests to provide IT services to SIH staff.
- Adheres to SIH ITS policies and procedures with standard-based solutions on all tasks assigned to ensure a uniform end user experience across all of SIH.
- Documents descriptive tickets with required information on issues.
- Uses effective and pleasant telephone and in-person communications skills to support SIH standards of performance for “respect, integrity, and compassion”.
- Is available for "on-call" emergency solution support and other after-hours support duties as assigned by ITS Management.
- Analyzes and resolves problems through persistent troubleshooting.
- Proactively communicates issues/solutions/ideas within the team and with other SIH teams.
- Deals with challenging people with a high stress tolerance.
- Assists with insights and research on IT best practice solutions – both hardware and software products – and helps define applicability to the SIH environment.
- Installs and repairs selected software and hardware products as necessary and works closely with IT solution vendors to ensure continuity of system usefulness and service.
- Recommends improvements in IT solutions software and hardware.
- Travel between SIH facilities required.
Compensation (Commensurate with experience):
$25.09To
$38.89To access our Benefits Guide/Plan Information, please click the link below:
http://www.sih.net/careers/benefits
Benefits:
401K Plan, Health Insurance, Vacation & Paid Time OffSalary : $25 - $39