Field Service Support Specialist

Responsible for partnership and collaboration with Global Technology Solutions (GTS), and for understanding, planning, coordinating and implementing the configuration, installation and maintenance of IT/Desktop, networking and medical equipment systems for Retail Onsite Clinic (OSC) locations. Provides technical leadership for managing and enhancing the OSC technical model, department projects, and Level 2 issues. Acts as liason to GTS for change management and Information Security in the Onsite Clinics.

Understand the long-term vision and develop a thorough understanding of technology gaps in Onsite Clinic IT desktop software/hardware, network and medical equipment model. Is responsible for continual improvement of the OSC technical model through creative problem solving and in partnership with GTS, identify ways to align current systems with the future vision. Makes recommendations on OSC Model improvements to enhance efficiency, reduce technical issues in the field, and deliver cost savings

Work with clients to understand the unique IT and infrastructure needs required to support the Onsite Clinics longterm objectives, including future integrations and enhancements

Provide technical leadership, and partner with GTS as needed, for OSC strategic department projects

Work with clients to understand their specific unique technological requirements and independently, or in partnership with GTS as needed, develop and deploy creative solutions

Provide technical leadership and expertise to partner and coordinate with GTS resources in the design, modification, enhancement and deployment of technology platforms to meet client or business needs

Install and maintain DMP units at Onsite Vision Centers

Responsible for coordinating support, and for providing Level 2 technical support for complex project and clinic issues in the clinics that must be escalated by team members from OSC and GTS

Acts as the SME for the OSC Model. Ensures technical documentation is developed and maintained, with the support of Level 1 technical support. Create new and/or revised technical procedures and processes and/or follow established procedures, service, and support standards

Partner with GTS to identify necessary circuitry and network solutions required for Onsite Clinic operations

Responsible for identifying, testing and installing software and hardware at Onsite Clinics, in partnership with GTS as needed

Partner with GTS to oversee/orchestrate server builds

Investigate, diagnose and implement solutions for Level 2 technical situations

Provide customer service to clients and staff in support of maintaining productivity in the onsite clinics

Assess technological needs and improvements with relation to software, hardware, networking and medical equipment future needs

Ensure license compliance; for software assets, ensure the appropriate information and processes are in place to support client audits

Maintain equipment warranties, insure timely software security upgrades and facilitate routine maintenance schedule for Optometric equipment

Resolve technical problems identified by business partners, other staff, vendors or suppliers

Configure and support computers (Microsoft and Mac), printers and scanners for Onsite Clinic Dispensaries and Optometric practices

Train users and junior OSC staff as appropriate

Employ logical and methodical approaches to technical problem diagnosis and resolution

Job Specifications

Typically has the following skills or abilities:

Bachelor’s degree in Information Systems or related degree; or equivalent experience

4+ years of experience installing and configuring hardware and software

Prefer experience supporting Apple iOS and hardware

Three years of experience in configuring, installing and maintaining local area networks in a Windows environment

Prefer familiarity with medical office and retail store environments including the technical infrastructure

Proficient using remote support tools, understanding of Active Directory and virus protection

Familarity with Information Security requirements

Presentation skills to present technical or system results, conclusions and recommendations to both technical and non-technical audiences

Excellent interpersonal skills to foster cooperation among business partners and teams

Ability to relate to and communicate with employees at all levels

Basic understanding of project planning methodologies

Excellent problem-solving and customer service skills

Excellent written and verbal communication skills

Excellent crit