IT Field Support Tech 1 WMCG - IT Service Management Delivery

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Job Summary:

The IT Field Support Technician is responsible for installation, support, inventory enhancement and management of networked and non-networked hardware such as desktops, laptops, thin clients, printers, and peripherals. In addition, the IT Field Support Technician is responsible for problem resolution/troubleshooting/training and communicating with end users in a timely and customer-oriented manner. Assist with the deployment and maintenance of service level agreements with appropriate reporting and documentation. All other duties as assigned.

Core Responsibilities and Essential Functions:

Responsible for installation, support, inventory enhancement and management of networked and non-networked hardware such as desktops, laptops, thin clients, printers, and peripherals Installation, support, inventory and management of local system applications.
* Assists in the development of project-specific work plans, task sequencing, and the extent to which tasks can be performed concurrently.
* Works independently on routine assignments. Strives to improve skill/problem solving abilities.
* Identifies new products/management or applications to enhance WellStars desktop support environment.
* Maintains/follows all network and non-networked standards. (i.e. print queue and account creations, security procedures etc.)
* Creates training documentation that is user friendly, detailed, and precise
* Creates new suggestions/enhancements for WellStar network
* Recommends/Implements and maintains all desktop hardware and software management systems. (i.e. Altiris, SCCM, Patch Management etc.)
* Evaluates new hardware models and makes recommendations.
* Maintains/Recommends desktop standards and images. Working with Network Administration and Information Compliance Management on requirements for all areas responsible
* Completes of assigned projects on time.
* Maintains system/applications/software and hardware inventory in the centralized tracking/inventory system.
* Manages hardware and software inventory spot checks system wide, reporting discrepancies
* Creates/Maintains/Implements desktop/peripheral/local office/local application P&Ps.
* Creates/Maintains WellStars user community print driver delivery mechanism.
* Maintains clean work environment.
* Disposes of discarded/un-repairable equipment following WellStars disposal procedures. (Inventory, Safety etc.)
Clearly documents system/application/hardware support issue and resolution in the call tracking system for of all assigned support calls.
* Completes problem resolution, work orders including critical problems in a timely manner (following SLAs), updating client of status & maintaining work schedules and appointments.
* Maintains service level agreements and follows up with customers.
* Provides status reports as requested in a timely manner.
* Properly documents all work orders and problem calls in tracking system, once assigned, while in work and once completed. A constant chain of documentation for current user status.
* Escalates problems to the proper person/groups/management in a timely manner.
Actively support IT policies, procedures and initiatives.
* Attends regular departmental and Towne Hall meetings, and promote / exemplify excellent customer service as aligned with WellStars Standards of Gold.
* Exhibit tact, professionalism, good personal grooming and create a favorable impression to the public and all health system staff through professional dress and good customer service skills.
* Utilize process management principles.
Enhance professional gr