Associate Field Support Technician

Associate Field Support Technician

Requirements

• Solid Understanding of Computer hardware, software, networking technology
• Smart phone configuration knowledge (Android and iPhone)
• Ability to troubleshoot issues with minimal supervision
• Excellent customer service skills
• Ability to multi-task in a fast-paced environment
• Organizational and prioritizing skills
• Ability to complete duties with limited guidance or supervision and achieve superior outcomes
• Skills on Windows 7 and Windows 8.1 operating systems
• Basic knowledge of medical equipment
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Ability and willingness to travel locally, regionally and nationwide up to 20% of the time; must have reliable transportation
• Spoken and written fluency in English

Responsibilities

• Provides level 1-2 technical support in a professional manner to customers by researching and answering questions, troubleshooting problems, maintaining hardware performance and documenting and closing tickets efficiently.
• Documents and updates troubleshooting procedures, operating manuals and user guides.
• Completes tasks via email, ticket system or remotely with some phone contact and/or travel to site locations to troubleshoot equipment hardware and software problems.
• Sets up computers and installs desktop software applications. Tests network connections to ensure proper functioning of computer systems.
• Communicates customer concerns and recommends improvements to our development and engineering staff.
• Responds to escalated request from help desk for issues related to computers, phones, printers, faxes, and scanners.
• Adheres to policies and procedures as per corporate manuals and directives.
• Handles daily technical support activities on desktop support, data network and server management.
• Provides LAN (Local Area Network) and WAN (Wide Area Network) support to remote end-users.
• Provides answers to clients by identifying problems; researching solutions and guiding clients through corrective steps.
• Interacts with staff on desktop problems to ensure customer satisfaction and resolution.
• Ensures that tickets in the system queue are being completed in a timely manner.
• Assists all users with questions, complications, and/or problems when using proprietary software.
• Provides afterhours, weekend and/or on-call support to both Chen Medical Centers and JenCare Medical Centers as needed.
• Administers in-house systems including marketing video appliances throughout Chen Medical Centers and JenCare Medical Centers.
• Ensures that all mobile devices are set up within ChenMed electronic device policy guidelines.
• Assists with and updates assigned support service requests.
• Collaborates with IT market leaders to purchase computer systems through the purchase and supplies department.
• Administers active directory as related to group policy creation and development and user administration.
• Works on IT projects (independently or with collaboration from others).
• Manages hardware and software inventory according to the needs of the department.
• With direction from leader, sets up of Linux Android G-Boxes and ensures they are in proper working order.
• Configures new servers and reconfigures established servers as determined by leader.
• Performs other duties as assigned and modified at manager’s discretion.

Preferred Qualifications

• Certifications in A+ and N+ strongly preferred, additional Certifications a plus
• Prior IT Help Desk or Desktop Support experience required
• Experience with VPN, firewalls, DNS, DHCP, Windows Active directory, Junos Pulse, Android and iPhone mobile devices
• Experience with IT ticketing system and ChenMed applications necessary
• Lead experience in project delivery preferred
• Leadership and/or management training highly desired