Sr IT Field Support Tech (DEX)

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

Day (United States of America)

Job Summary:

Functions under the direction of the Manager IT Field Service Supervisor. Sr. IT Field Support Technician provides advanced system-level support of multi-user clinical and financial applications, and expert technical support through direct contact with end users. The Sr. IT Field Support Technician will also lead process development projects working closely with other technicians (both in applications and technical services) to document support requirements, develop new scripts, and train other IT Field Support Technicians.
Requires advanced knowledge of several systems, applications, and technology. Must also be able to deliver excellent customer service requiring strong communication skills to ensure a high percentage of problem resolution and customer satisfaction. Works with outside departments to understand end user support requirements, educate and train on current applications. Works with other members of the Information Technology staff, clinical departments and other WHS personnel to accomplish IT Service Management and Delivery goals.
The Sr. IT Field Support Technician improves desktop hardware and software processes and supports critical business strategies by managing the installation, maintenance and repair of desktop related equipment. Works with technical staff to ensure that client specifications are met. Familiar with a variety of Field Service concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Reports to the IT Field Service Supervisor. All other duties as assigned.

Core Responsibilities and Essential Functions:

Provides advanced expert level break/fix support with specific expertise in one or more of the following areas: networked and non-networked hardware (i.e. desktop computer, mobile computers, printers, peripherals and WAN/LAN devices.)
- Provides advanced technical assistance and maintenance support to end users including, but not limited to, serving as primary second tier support, and first tier support, when assigned.
- Identifies, triage, research and resolve complex system/application incidents in a timely manner.
- Responsible for local site inventory process control
- Proficient in several clinical applications so as to act as the system expert and liaison to end-users; or proficient in several financial/administrative applications so as to act as the system expert and liaison to end users; or proficient in technology (servers, networks, desktops, etc) so as to act as the system expert and liaison to end users.
- Demonstrates the ability to learn and improve troubleshooting skills by actively participating in education programs and scoring above average on competency tests.
- Performs 2nd tier support for systems (see skills above)
- Demonstrates courteous customer service support to all callers receiving high customer satisfaction results.
- Escalates problems to the proper person/groups in a timely manner.
- Manage Severity 1 situations, issues and communication as required and facilitate coordination of activities and timely status, sometimes under stressful conditions.
- Service should be consistent with or better than service level agreements.
- Provide a high level of productivity for total incidents handled
- Responsible for second-level network connectivity maintenance.
- Completes of assignments on time whether assigned directly or at the department level.
- Assists with the development and maintenance of service level agreements (SLAs) and follows up with customers.
- Evaluates new operating systems, patches, and enhancement packs for the desktop/network environment, including printing/firmware/IOS, etc.
- Implements WellStars desktop image processes, technologies etc.
- Creates/Maintains WellStars user community print driver delivery mechanism.
- Disposes of discarded/un-repairable equipment following WellStars disposal procedures. (Inventory, Safety, etc.) Completes problem resolution, work orders including critical problems in a timely manner (following SLAs), updating client of status and maintaining work schedules and appointments w