IT Field Tech

IT Support Specialist – End User Technology

Position Overview:
This role provides exceptional IT support and end-user technology services, consistently exceeding customer expectations while supporting organizational objectives. The IT Support Specialist acts as a visible and accessible resource for end-user device needs, ensuring high-quality service delivery. Flexibility is essential, as the role requires shifts at various times and locations, with additional on-call and weekend responsibilities.

Key Responsibilities:

1. Security and Compliance:

   • Ensure all responsibilities adhere to established policies and procedures, maintaining a high level of security.

2. Customer Support:

   • Deliver fundamental customer support techniques to achieve satisfaction.
   • Translate technical issues into understandable terms for customers and educate them on standard environments.

3. Device Management:

   • Configure and deploy devices (PCs, laptops, tablets, etc.) to enterprise standards, maintaining compliance with security standards.
   • Assist with troubleshooting and deploying systems like patient entertainment devices, medication carts, and multimedia systems.

4. Inventory and Ticket Management:

   • Maintain inventory of IT equipment and monitor incident/request tickets in multiple ticketing systems.
   • Escalate unresolved issues with detailed documentation to higher support levels as necessary.

5. Service Delivery:

   • Prioritize and resolve support cases according to departmental Service Level Agreements (SLAs).
   • Provide technical support to healthcare providers and assist with applications, including Electronic Health Records.

6. Collaboration and Communication:

   • Work collaboratively with cross-functional teams to deliver seamless IT support.
   • Interact effectively with all levels of the organization, cultivating trust and credibility.

Qualifications – Minimum:

• Education: High school diploma or equivalent.
• Certification: HDI Desktop Support Technician certification (required within 180 days of hire).
• Experience: Minimum of 1 year in customer support.
• Skills:
  • Proficiency in Microsoft Office and Windows operating systems.
  • Strong customer service skills with the ability to address concerns effectively.
  • Excellent communication, analytical, and problem-solving abilities.
  • Reliable transportation for site visits and IT equipment transport.

Physical Demands:

• Ability to lift up to 40 lbs. multiple times daily.
• Extended periods of sitting, standing, walking, and viewing computer screens.
• Capable of deploying devices in various physical locations and environments.
• MUST have reliable transportation to commute to different Job sites