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Field Services Technician II

1 month ago

Ann Arbor, Michigan, United States Trinity Health - IHA Full time
Job Summary

This position provides primary support for end-user device and network hardware to IHA providers and staff, as well as secondary application support.

Responsibilities include end-user device setup, application implementation and rollout, software maintenance; support for hardware and software related issues, concerns, and enhancement requests.

Provides on-site support for practices. Serves as an escalation resource for Field Services Technician I's and Service Desk team members.

Key Responsibilities
  • Researches, evaluates, installs, configures, and troubleshoots all hardware peripherals, as well as equipment necessary to meet integrated systems objectives.
  • Defines and takes proactive steps necessary to avoid problems and minimize or eliminate system downtime, such as applying necessary patches, service packs, program upgrades or configuration changes.
  • Troubleshoots local practice network, systems, and applications to identify and correct malfunctions and other operational problems as the primary technical support to users of IHA systems.
  • Develops and implements various training and instructional programs for users on the operating systems and desktop networking, as necessary to meet integrated systems objectives.
  • Performs configuration, imaging, moving, troubleshooting and repair of end-user devices, printers and printing issues, wireless devices, telephone and video conference issues.
  • Serves as a knowledge expert and handles more complex issues that cannot be addressed by lower tier support.
  • Moves IT equipment as needed and ensures that all information delivered to practices and administration, is accurate, timely and complete.
  • Adheres to pre-defined SLAs and Service Desk Metrics.
  • Works with IT Leadership and IHA Compliance Officer on HIPAA compliance pertaining to software information services.
  • Provides off-hours support on a rotating basis (on-call).
  • Prioritizes telephone, email and service desk inquiries as well as determines when to escalate to next tier of support and IT leadership.
  • Communicates effectively with IHA personnel to ensure coordinated efforts regarding system changes and issues.
  • Serves as an escalation resource for the Field Services Technician I's and Service Desk team members; may guide peers and support others as needed.
  • Provides technical support to end-users of applications utilized throughout IHA as needed, including but not limited to clinical and ancillary systems, which includes problem-solving access issues and answering staff questions regarding utilization of the applications in the environment.
  • Serves as a point of contact for system vendors regarding system issues or questions; ensures that system enhancements are effectively and efficiently implemented by serving as a liaison between IHA and system vendor.
  • Performs other duties as assigned.
Organizational Expectations
  • Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
  • Must be able to work effectively as a member of the IT Service Delivery team.
  • Successfully completes IHA's "The Customer" training and adheres to IHA's standard of promptly providing a high level of service and respect to internal or external customers.
  • Maintains knowledge of and complies with IHA standards, policies and procedures.
  • Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
  • Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
  • Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
  • Uses resources efficiently.
  • If applicable, responsible for ongoing professional development - maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.