Overview:
The User Support, Field Technician II 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 II will use their excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions quickly and efficiently.
Hybrid positon
Responsibilities:

Essential Duties

• 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, andnetwork infrastructure for assigned sites/locations
• Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
• 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.
• Acts as point of contact with vendors to resolve technical problems with desktop computing equipment and software
• Comprehend customer requirements and make appropriate recommendations/briefings
• Assist with tasks for Joint Tech or customer projects
• Scope out equipment and software for customer projects
• Self-managed with the ability to take the initiative to improve upon existing processes, creating new ones and gaining approval.
• Be able to lift 50 lbs
• Perform other duties as assigned.

Qualifications:

MINIMUM EDUCATION:

• Associate’s degree or 5 years of practical computer hardware maintenance experience in lieu of education.

MINIMUM EXPERIENCE:

• 3 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: Holds and maintains these certifications as a professional. Lapsing/expiration of these certifications/licensure will result in suspension of work:

• Comptia A+ Certification ; must obtain this certification within the first 6 months of hire if not already acquired prior to start date

• 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, andnetwork infrastructure for assigned sites/locations
• Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
• 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.
• Acts as point of contact with vendors to resolve technical problems with desktop computing equipment and software
• Comprehend customer requirements and make appropriate recommendations/briefings
• Assist with tasks for Joint Tech or customer projects
• Scope out equipment and software for customer projects
• Self-managed with the ability to take the initiative to improve upon existing processes, creating new ones and gaining approval.
• Be able to lift 50 lbs
• Perform other duties as assigned