Field Support Specialist 1

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely. Below outlines Daily, Weekly and Monthly priorities:

Daily 

1. Clinic Rounds and Issue Triage
   • Visit each clinic (Primary Care, Walk-In, Pediatrics, Eye, Cardiology, Orthopedics, Podiatry, and Women’s Health) to identify any immediate hardware issues (computers, printers, scanners, etc.) or workflow challenges.
   • Document findings in a tracking system (e.g., help desk software) and prioritize issues based on severity.
2. Help Desk Tickets, Provider IT Support Chat Monitoring, VDI Chat Monitoring, and Email Monitoring
   • Check new and ongoing support tickets, emails, and messages for reported technical or workflow-related problems.
   • Assign priorities, provide status updates, and resolve or escalate issues as needed.
3. Basic Hardware and Software Troubleshooting
   • Perform quick fixes on malfunctioning devices (e.g., reboot routers, reinstall drivers, replace toner cartridges).
   • Ensure staff are able to log in to systems (EHR, scheduling software, etc.) without issues, and reset passwords where appropriate.
4. Network Connectivity Checks & VDI Updates
   • Confirm that all clinics have stable connections to the network and internet.
   • Investigate any connectivity problems or report them to Network/Systems teams for a swift resolution.
   • Investigate any VDI issues.
5. On-the-Spot Staff Support and Training
   • Provide immediate assistance for EHR or other clinical software questions.
   • Offer brief training or refresher tips to clinic staff on newly implemented features or updates.
6. End-of-Day Review
   • Review the status of tickets opened or updated during the day.
   • Communicate pending issues or carry-over tasks to the next shift or to the relevant support teams. 

Weekly 

1. Ticket Backlog Review
   • Examine all open tickets that have been unresolved for more than a few days.
   • Follow up with the respective parties (IT, Clinical Informatics, or the clinic staff) to advance or close these tickets.
2. Scheduled Maintenance and Updates
   • Coordinate with IT to apply routine software and firmware updates during low-usage periods, minimizing disruptions to patient care.
   • Ensure critical security patches are installed on desktops, laptops, and medical equipment where applicable.
3. Inventory Check and Replenishment
   • Verify stock levels for computer accessories, printer supplies (toner, ink, paper), and any frequently needed replacement parts.
   • Request or reorder items as necessary to avoid shortages.
4. Coordination Meetings with Stakeholders
   • Meet (in person or virtually) with Clinic Managers, Supervisors, and physicians to discuss recurring issues or upcoming changes (e.g., new software releases, hardware refresh plans).
   • Capture any new requests or concerns and add them to the project or ticketing system.
5. Training Sessions or Workshops
   • Conduct brief group training sessions on common IT topics (e.g., password best practices, new EHR features, cybersecurity awareness).
   • Gather feedback to tailor future training to clinic needs.
6. Workflow Enhancement Initiatives
   • Identify at least one area where technology or process improvement could streamline clinic operations (e.g., faster check-in process, automated reporting).
   • Propose a plan or proof-of-concept for leadership review.

Monthly 

1. Comprehensive System Audit
   • Perform a thorough hardware and software audit across all clinics.
   • Update asset management records to reflect new or retired devices and track hardware nearing end-of-life.
2. IT Infrastructure Health Review
   • Evaluate network performance reports and service uptime records in collaboration with the Network/Systems team.
   • Iden