IT On-Site Field Service Technician II
Location
Springfield, Massachusetts
Role Description
Our ideal candidate is to be a personable, respectful, happy, and customer-focused individual. They understand that our clients just want to be able to do their job. Technology should work for them, not the other way around.
Our IT On-Site Field Service Technicians are responsible for assigned shift converge, plus on call support and maintenance of computer hardware, software, printers, telephones, WIFI, networks and other miscellaneous equipment at a customer’s place of operation. You should be comfortable working predominantly onsite, sometimes remotely, and provide Tier II IT Technical support. You will bring the helpdesk to our client’s door while assisting and ensuring our clients receive the ultimate in customer service.
- Qualifications and Skills
- We understand that each person is uniquely qualified for something out there, but we want to make sure that you’re uniquely qualified for this position.
- High School Diploma or equivalent required; associate degree in computer science or equivalent preferred
- Minimum 2 years supporting customers in a business environment.
- Proof of being fully vaccinated against COVID-19 and Influenza is required.
- Must be able to lift / move 50lbs.
- Required Skills
- CompTIA A+ certification or 3-year equivalent hands-on computer experience
- Office 365 System Support
- Proficiency working in Active Directory
- Remote Support Tools (TeamViewer, Bomgar, Quick Assist)
- Experience with Collaboration Software (Microsoft Teams, Zoom, WebEx, etc)
- Familiarity with Windows and Macintosh Operating Systems
- Experience with PC imaging and configuration.
- Excellent interpersonal, verbal, and organizational skills
- Ability to adapt to changes in technology using analytical skills.
- Customer Service-focused
- Valid Driver’s license
- Desired Skills
- Healthcare IT Experience
- Manage Service Provider (MSP) Experience
- IT Helpdesk, Service Desk or On-Call Center Support
- Experience with Ticketing Systems (ServiceNow, Jira, AutoTask, Remedy, etc)
- Familiarity with Clinical Applications (CensiTrack, SPM, etc)
- Microsoft Endpoint Management Tools (Software Center, MCCM, MECM, etc)
- Familiarity with HP, Dell, and Lenovo devices
- EHR Application Support (Cerner, Epic, etc)
- Mobile Device Management and Support
- VDI Support (VM Ware Horizon, Azure Virtual Desktop, Citrix DaaS, VirtualBox, etc)
- VPN Application Support (Fortinet, Pulse Secure, Palo Alto, etc)
- Deployment of Hardware and Software
- Knowledge of Printer Repair and Maintenance
- Network troubleshooting (Net MRI, Infoblox, Wireshark, etc)
- Configuration and deployment of Wireless Access Points.
- Audio Visual Troubleshooting and Support
- Familiarity with Oracle Databases
- Analog, Fax and IP Phone Support
- IoT Device Support
- Low Voltage Wiring
- Responsibilities
- Handle escalations from Service Desk and Field Service staff
- Participate in client and internal projects as needed.
- Onsite troubleshooting at client location
- Mobile Cart Support (SOC, TeleNeuro)
- Asset Inventory Tracking and Updating
- Participate in Primary and Backup On-Call rotation
- Daily Time tracking
- Support client-approved software
- Configure and deploy new laptops, desktops, printers, monitors, phones, and peripherals
- Adding and removing devices at the domain level
- Tracking Board Support
- Training and supporting new end-users.
- Review and resolve system performance issues.
- Diagnose and address internet connectivity slowness.
- Assist with password resets.
- Ticket management and updates
- Use of Knowledgebase and process documentation
- Root cause analysis and resolution assistance of recurring technical issues
- Respond knowledgeably & in a manner understandable to the customer with regards to questions or technical issues
- Ability to work well in a fast paced/multitasking environment and remain calm under pressure.
- Consistently look for initiative-taking opportunities.
- Additional tasks and duties as assigned by management.
