Field Service Technician II

Description

Summary:

Field Service Technician II is a technical support and troubleshooting expert responsible for maintaining computer systems, peripherals, applications, and providing user support both remotely and on-site to healthcare professionals. The technician is also responsible for the day-to-day operational support of the end user community through the installation, configuration, upgrade and maintenance of workstations and peripheral equipment. In addition, the technician resolves problems reported by the Customer Support Center and implements new functionality while adhering to policies, procedures, and standards of the organization. The job requires documentation of all activities and adherence to high-quality, cost-effective solutions for all levels of users, while supporting the business goals and objectives of the department, and CHRISTUS Health.

Responsibilities:

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Provide technical support for desktop computers, laptops, tablets, printers, and other peripherals used in healthcare settings.
• Provide effective Customer Service by being courteous, polite, and friendly toward others.
• Install and configure enterprise applications and updates, as well as other software applications.
• Troubleshoot and resolve software issues for medical applications, as well as common software such as Microsoft Office and Adobe Creative Suite.
• Install and configure enterprise applications and updates, as well as other software applications.
• Assist with network connectivity and access issues.
• Maintain an accurate inventory of non-medical hardware and software assets.
• Produce required department reporting associated with projects assigned by manager and problems assigned through help desk queues. Reporting includes a status and problem documentation summary within the problem management system.
• Follow established policies, procedures and standards defined by the Information Services.
• Assist in the support and maintenance of the telecommunication systems. Demonstrate good teamwork on assigned projects through actions and job performance.
• Identify and escalate more complex issues to leadership.
• Troubleshoot and resolve issues with Active Directory and domain rights issues.
• Provide guidance and mentoring of less experienced team members.
• Adaptable and able to adjust to changing circumstances and priorities, maintaining a positive and productive attitude.
• Detail oriented: Pays close attention to details, ensuring accuracy and thoroughness in all aspects of work.
• Self-motivated by demonstrating a proactive approach to tasks and challenges, consistently seeking ways to improve processes and outcomes.
• Strong organizational and time management skills
• Create and maintain documentation related to field service operations.
• Contact vendors regarding service issues to receive support information or assistance as instructed by the supervisor.
• Track and document the hardware and software inventory.
• Troubleshoot and resolve issues with Active Directory and domain rights issues
• Provide guidance and mentoring of less experienced team members.
• Independently managing small-scale IT projects, including equipment deployments, system upgrades, and infrastructure setups.
• Coordinating and executing departmental moves, ensuring that all technology components—such as workstations, printers, phones, and network connections—are relocated and reconfigured with minimal disruption to operations.
• Effective communication, planning, and collaboration with other departments are essential for success in this responsibility.
• Must have strong problem-solving skills and ability to troubleshoot technical issues.
• Must have excellent communication and customer service skills.
• This position requires regular travel to customer sites; therefore, candidates must possess a valid driver's license and maintain an acceptable driving record in accordance with company policy. A motor vehicle record (MVR) check may be conducted prior to employment and periodically throughout the duration of employment to ensure continued compliance.
• The Field Services Technician must be available to participate in an extended on-call rotation to support after-hours responses to urgent clinician needs. This includes evenings, weekends, and holidays, as required, to ensure timely service and minimal disruption to patient care.
• Must be able to lift up to 50 pounds.
• Must be able to climb ladders and work in confined spaces.

Job Requirements:

Education/Skills

• Associate degree in Information Technology, Computer Science, or related field preferred.

Experience

• 2-3 years of experience in desktop support or related field, with a focus on healthcare IT preferred.
• Knowledge of medical software applications and systems, such as Electronic Health Record (EHR) and Picture Archiving and Communication System (PACS).
• Familiarity with HIPAA regulations and other healthcare industry standards.
• Knowledge of ITIL (Information Technology Infrastructure Library) best practices preferred.

Licenses, Registrations, or Certifications

• NA

In accordance with the CHRISTUS Health License, Certification and Registration Verification Policy, all Associates are required to obtain the required certifications for their respective positions within the designated time frame.

Work Schedule:

8AM - 5PM Monday-Friday

Work Type:

Full Time