Field Services Technician I

Overview

Position: - Field Services Technician I Schedule: - Full Time (40 hours per week) - 7:30am-4:30pm Compensation: - $19-$24/per hour POSITION DESCRIPTION: This position provides primary support for end-user devices and network hardware to providers and staff. Performs user support, maintenance, training, installation, and project coordination, as required in the support of assigned systems. Responsibilities include end-user device setup, application implementation and rollout and software maintenance. Provides on-site support for administration and practices. ESSENTIAL JOB FUNCTIONS: - Researches, evaluates, installs, configures, and troubleshoots all hardware peripherals, as well as equipment necessary to meet integrated systems objectives. - Defines and takes proactive steps necessary to avoid problems and minimize or eliminate system downtime, such as applying necessary patches, service packs, program upgrades or configuration changes. - Troubleshoots local practice network, systems, and applications to identify and correct malfunctions and other operational problems as the primary technical support to users of IHA systems. - Works closely with the service desk team and leadership regarding hardware and network support necessary for daily operations. Installs new software as directed. - Moves IT equipment as needed and ensures that all information delivered to offices, administration and departments is accurate, timely and complete. - Works with IT Leadership and IHA Compliance Officer on HIPAA compliance pertaining to software information services. - Provides off-hours support on a rotating basis (on-call). - Prioritizes telephone, email, and service desk inquiries as well as determines when to escalate to next tier of support and IT leadership. ORGANIZATIONAL EXPECTATIONS: - Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values. - Must be able to work effectively as a member of the Field Services team. - Successfully completes “The Customer” training - Adheres to standard of promptly providing a high level of service and respect to internal or external customers. - Maintains knowledge of and complies with standards, policies and procedures. - Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems. - Maintains strict patient and employee confidentiality in compliance with HIPAA guidelines. EDUCATION: - Associate’s Degree or equivalent experience. - CompTIA A+ or Microsoft MTA certification preferred. - Experience with Active Directory, Citrix XenApp, and Microsoft 365 preferred. CREDENTIALS/LICENSURE: - None MINIMUM EXPERIENCE: - 2+ years of experience in an IT support position. POSITION REQUIREMENTS (ABILITIES & SKILLS): - Broad knowledge of multi-level desktop/laptop computer systems, applications and/or equipment. - 2+ years’ experience with Microsoft Windows, Office, and other typical end-user support issues. - Ability to diagnose and resolve hardware, software, networking and printing issues. - Basic understanding of LAN/WAN technologies. - Previous experience providing phone support and remote technology to resolve end-user issues. - Excellent communication skills in both written and verbal forms, including proper phone etiquette. - Ability to speak before groups of people, either in-person or virtually. - Ability to communicate technical information to non-technical personnel. - Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor. - Ability to work effectively with various levels of organizational members and diverse populations including staff, providers, vendors, external customers and others as necessary. - Good organizational and time management skills to effectively juggle multiple priorities and time constraints related to system support, upgrades and implementations. - Ability to exercise sound judgement and problem-solving skills, specifically as it relates to resolving IT issues. - Ability to handle staff and organizational information in a confidential manner. - Successful completion of competency-based program within introductory and training period. - Requires the ability to drive to office locations. - Performs other duties as assigned. MINIMUM PHYSICAL EXPECTATIONS: - Physical activity that often requires keyboarding and phone work. - Physical activity that often requires extensive time working on a computer. - Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting. - Physical activity that sometimes requires lifting, pushing and/or pulling under 50 lbs. - Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus. - Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. - Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English. - Requires the ability to drive to office sites. MINIMUM ENVIRONMENTAL EXPECTATIONS: - This job operates in a typical office environment which involves frequent interruptions and significant interaction with people which can be stressful at times.

Qualifications

• Associate degree or higher
• ANY of the following valid licenses/certifications:
  • A+ CompTIA
  • Microsoft MTA
  • Regular Driver License (DL)
• IT Support (2+ years)
• 2+ years of experience in ANY of the following:
  • Active Directory
  • Citrix XenApp
  • Microsoft 365
• Do you have a reliable form of transportation?
• Are you aware that this job will require commuting to and from various IHA office sites?

Company

Ministry located in Michigan