User Support Field Technician I

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:• Associates Degree (higher degree accepted) or 4 years of practical computer hardware maintenance experience in lieu of education

MINIMUM EXPERIENCE:• 2 years of practical computer hardware maintenance experience

• Experience working with Microsoft operating systems and computer networks

• Experience working with Microsoft operating systems and computer networks

• Experience working with desktops, laptops, and other peripheral devices

REQUIRED CERTIFICATIONS/LICENSURE:• Comptia A+ Certification