IT Field Services Technician

BayCare Clinic is looking for an IT Field Services Technician, a newly created position!

The IT Field Services Technician is primarily responsible for providing end user support for all technologies throughout all BayCare facilities. Under general supervision, you will provide high level user information and support for computers, laptops, tablets, mobile devices, printers, wireless devices, A/V, telephony, low-voltage cabling, as well as wireless, cellular, and local area networking.

A successful IT Field Services Technician must have a thorough knowledge of computer software, hardware, and operating systems. Provide responsive customer-centered quality support and service ensuring the highest levels of customer satisfaction.

The primary hours for this role are between 8am-5pm Monday-Friday with rotating on-call.

Description of Duties:

• Provides level two support to end users. Responsible for PC desktop and laptop installations, upgrades, refreshes, changes, and de-installations.
• Monitors, troubleshoots, and responds to technical computer hardware and software problems. Follows-up, updates, and escalates user-reported problems using trouble tracking system.
• Coordinates with the Technical Infrastructure Team to ensure proper implementation of all IS operations.
• Works closely with system administrators and application systems analysts to resolve complex issues and assist with problem escalations.
• Resolves issues for clients via phone, in person, or electronically.
• Completes hardware swaps; verifying that all data is transferred, ensure proper network connectivity, and provide technical assistance with hardware and software problems.
• Administers device provisioning (Computers, laptops, mobile device, and computer accessories.
• Performs installations, updates, repairs, upgrades, and other maintenance for computers, laptops, and other IT technology.
• Provides basic network support ensuring full connectivity of desktop and other network peripherals, troubleshooting, and resolving user and site networking issues.
• Delivers technical support of PC software products (MS-Office products, Adobe, Edge, etc.).
• Sets up phone extensions and voice mail, trains users on how to access and use the system's features, and completes basic phone system programming for a Cisco Phone system.
• Audio-video systems provisioning (Conference room projectors and sound systems, TV, Signage, and Live Feed solutions).
• Works with Windows, Active Directory, SCCM, multi-function printers.
• Completes technical understanding of desktop computer and telephony support.
• Coordinates and communicates with vendors for support/resolutions as needed.
• Develops and tests procedures to assure adherence to standards.
• Ensures all tickets are updated and closed in a timely manner.
• Maintains all troubleshooting and tracking efforts in a ticketing system and provides updates to knowledge articles.
• Works on various IT projects with limited scope, independently and within teams.
• Maintains and documents technical solutions for hardware upgrades, disposal, loaner systems, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote or automated updates, and remote support.
• Applies available standards, methods, and tools in an intelligent and effective way, and to produce a consistently high standard of documentation of both a technical and a descriptive nature.
• Respects and maintains confidentiality.
• Works in a safe, compliant and ethical manner at all times.

Qualifications/Certifications/Licensure Needed:

• Associates degree in computer science or 1-4 years’ work-related experience.
• Experience of IT support in a Microsoft environment.
• Microsoft Certified Professional (MCP) preferred.
• Direct technical support and customer service experience.
• ITIL knowledge and awareness.
• Basic Windows OS troubleshooting (preferred).
• Experience in administration and maintenance of workstations, laptops, and thin clients.
• Ability to solve complex and cross functional problems.
• Strong organizational skills: ability to prioritize workload and react quickly to urgent issues.
• Possess ability to multi-task and adapt to changes in assignments, new technologies, and business requirements.
• Proven ability to work effectively within all organizational levels and departments to achieve desired results; the ability to work independently and as a member of a team.
• Possess excellent organizational, analytical, problem solving, and interpersonal skills.