Overview:
The User Support Field Technician I serves as a liaison between the User Support team and the customer for assigned sites/clinics/locations and is responsible for overseeing/monitoring all issues, requests, and project work specific to assigned sites/locations, including issues related to workstations, applications, peripherals, hardware, service, and EMR/EPM issues. This role will provide support through daily/weekly onsite visits, as well as through telephone and email communication. Additionally, the User Support Field Technician I will use their excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions quickly and efficiently.
Responsibilities:
The User Support Field Technician I MUST:
Act as liaison between the User Support team and the customer for assigned sites/clinics/locations and oversee/monitor all issues, requests, and project work specific to assigned sites/locations- Maintain a direct relationship with leadership and users of assigned sites/clinics/locations and check-in daily through site visits, phone calls, emails, and ticket responses
- Identify, research, and resolve escalated support tickets using User Support tools and processes, including general support and EMR/EPM issues
- Plan, schedule, coordinate, and perform deployment/maintenance of new hardware, software, and network infrastructure for assigned sites/locations
- Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
- Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products
- Strong customer service skills
- Build, install, and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware.
- Perform basic network troubleshooting
- Respond to escalated issues and ensure tickets are closed within User Support defined timeframes.
- Build strong relationships with users, management, and third party vendors.
- Add computers to Active Directory
- Help maintain and support client operating systems and end-user software, using remote administration tools.
- Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices.
- Troubleshoot and resolve hardware and software problems on workstations and portable devices.
- Provide on call after hours support on rotational schedule.
- Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvements.
- Travel to other offices/sites/clinics to provide support as needed.
- Log all support issues accurately and in a timely fashion using departmental support tools and processes
- Provide excellent customer service, including taking ownership of site-wide IT related issues.
- Ensure all actions, job performance, personal conduct and communications represent Joint Tech in a highly professional manner at all times.
- Be able to lift 50 lbs.
- Perform other duties as assigned.
Knowledge/Skills/Abilities:
- Ability to exercise patience and professionalism during stressful situations
- Willing to learn and accept challenges and new responsibilities
- Strong attention to detail and accuracy
- Strong analytical and problem-solving abilities.
- Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users
- Excellent verbal and written communication skills.
- Adaptable and responds willingly to change
- Ability to build and maintain strong working relationships with customers, leadership, peers, and team members
- Adept at reading, writing, and interpreting technical documentation and procedure manuals.
- Ability to communicate technical information to individuals with various levels of technical knowledge
Qualifications:
MINIMUM EDUCATION:
- Associate’s degree or 4 years of practical computer hardware maintenance experience in lieu of education
MINIMUM EXPERIENCE:
- 2 years of practical computer hardware maintenance experience
- Experience with Microsoft Excel, Outlook, Word and internet browsing
- Experience working with Microsoft operating systems and computer networks
- Experience working with desktops, laptops, and other peripheral devices
REQUIRED CERTIFICATIONS/LICENSURE: