Senior Field Services Technician

3 weeks ago

Peoria, United States Springfield Clinic Full time

Under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully. May interact with engineers (e.g., Network, System, SAP, etc.) and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades and software installs with elevated profile rights.

Job Relationships

Reports to the Manger of End User Services

Principal Responsibilities

  • Handles service requests and incidents entered through the service desk system which includes:
    • End user workstation issues (Windows, internet, office applications and other general hardware and software troubleshooting)
    • Application issues related to any specialty software used in the hospital
    • Copier/Printer related issues
    • Telephone/FAX issues
    • General network connectivity troubleshooting and repair
    • TV and Audio/Visual system issues
    • Hardware/software upgrades and associated configurations
    • Solid user account management
  • Performs or assists in installing, diagnosing, repairing and maintaining end user devices, applications and related infrastructure
  • Participates in disaster recovery testing
  • Assists in IT equipment inventory and asset management
  • Assist in implementing and maintaining HIPAA and other security compliance programs
  • Perform other duties as assigned by the IT Director, Manager or Service Support Lead
  • Complies with the Clinic Compliance Program
  • Excellent customer service, including patience and great communication skills

Distinguishing Factors:

This position is distinguished from an IT Technical Support Specialist by expanding the technical role and operational procedures with little supervision and direction and demonstrating a high level of independent decision-making abilities. This involves working directly with customers, monitoring repeat issues and concerns that impact the end user ability to perform their responsibilities, providing advanced troubleshooting assistance to clinic staff and other IT Support Technicians, determining best practices and standard computing procedures, and fostering good communication between IT support services and local administration. The Senior IT Technical Support Specialist addresses customer computing needs and resolves assigned service requests, monitors site performance and up-time through ongoing customer communication and feedback. The position recommends and initiates process improvements to maximize operational efficiency, supports a variety of advanced projects and tasks, helps lead, mentor, and coach other IT Support Technician while also demonstrating a high level of proficiency with regards to department concepts, practices and protocols.

Education/Experience/ Licenses/Certificates

  • Graduation from an accredited college/ university with a bachelor's degree in computer science or related field and four years of professional computer/IT technical support experience or six years of professional computer/IT technical support experience either inside or outside of a clinical environment
  • A+ Hardware & Software or equivalent experience/training
  • A+ Network, A+ Security, MCSA Windows 10 or equivalent certifications a plus
  • Experience in network infrastructure including implementation, configuration, and maintenance
  • Experience with user management technologies like Active Directory, LDAP, SSO, Group Policy, PowerShell, Scripting, etc.

Knowledge, Skills and Abilities

  • Ability to carry out assigned service requests and maintenance tasks with the need for limited supervision
  • Principles, practices, and techniques in the installation, maintenance and troubleshooting of workstations, peripherals, network infrastructure, printers and other related hardware and software issues
  • Strong knowledge in operating system and common application knowledge (web browsers, Microsoft Office, Adobe etc.)
  • General knowledge in network infrastructure to troubleshoot and solve common network/internet related issues. Troubleshoot and diagnose severity of network problems and make repairs with little or no assistance
  • Knowledge in VOIP phones and related telecom infrastructure
  • General familiarity with desktop printers. Ability to resolve common issues both hardware and software related
  • General familiarity with A/V systems like smart TVs, digital display systems/kiosks, audio/paging and related systems
  • Make decisions and resolve problems. Seek out information and data to evaluate, prioritize and formulate best solution or practice
  • Communicate clearly and concisely, both orally and in writing
  • Establish and maintain effective working relationships; work independently and demonstrate initiative

Special Considerations and Qualifications:

  • Ability to interact with clients, management, and other technical staff at all levels
  • Strong communication skills, both verbal and written
  • Excellent customer service skills with a friendly and professional demeanor
  • Ability to work under pressure and handle multiple priorities simultaneously
  • Detail-oriented and able to follow through on tasks
  • Professional appearance and attitude
  • Must be able to work independently with minimal supervision
  • Flexibility and ability to work collaboratively with others
  • Ability to maintain confidentiality

Working Environment

This job operates in a professional office environment. Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHI/Privacy Level

HIPAA1

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