IT Field Services Technician - Flagstaff, AZ

Job Description

Job Description

Overview

Depending on qualificaitons, this position can be hired as Tech 1 or Tech 2.

 

Tech 1:

Assists in providing ticket resolution, analysis, configurations, coordination, testing, and installation of technological equipment and mobile device based hardware, software, peripherals, local area networks (LANs), and other related end user devices equipment. May assist with informal training of computer and mobile device users. Assists in the maintenance of asset management and adherence to departmental and system policy directives while maintaining the highest level of data security.

 

Tech 2:

Provides problem resolution, analysis, specifications, configurations, coordination, testing, and installation of technological equipment and mobile device based hardware, software, peripherals, local area networks (LANs), and other related end user equipment. Assists in the development of computer and mobile devices systems standards that are: secure, robust, cost-effective, and meet the functional needs of Northern Arizona Healthcare. Provides support in the maintenance of asset management and adherence to departmental and system policy directives while maintaining the highest level of data security. Provides technical training and knowledge transfer to department personnel and colleagues.

Responsibilities

Complaince/Safety

• Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.
• Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.
• If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.
• Completes all company mandatory modules and required job-specific training in the specified time frame.

Tech 1:

• Essential Job Functions:
  
  • Mitigates issues by updating, modifying, re-installing or removing software/hardware.
  • Implements effective, appropriate and standard solutions.
  • Troubleshoots and problem solves in a logical manner.
  • Provides resolution using Incident and Request processes, in line with ITSM Guidelines.
  • Knowledge of Healthcare operations, departments and Service Management software enabling proficient ability to triage tickets.
  • Performs hardware device or system analysis to diagnose any issues or identify sources of performance degradation.
  • Demonstrates knowledge of ITIL methodology and experience of work within an ITIL framework.
  • Monitors, evaluates, prioritizes and works with IT peers, leaders and stakeholders in the use of
  • Information Technology systems and equipment to maximize benefits in meeting the Information
  • Technology goals and vision of NAH.
  • Responds to incident tickets in accordance with SLA guidelines.
  • Utilizes understanding of hospital inpatient, clinic outpatient operations and/or systems to provide support for the product lines he/she is responsible for.
  • Demonstrates knowledge of enterprise hardware and software and the ability to operate a computer and peripheral equipment to support all NAH IT Infrastructure and systems.
  • Diagnoses and troubleshoots issues while providing technical, clinical, and business resolutions.
  • Responsible for special functions and duties as directed by senior FS Technicians or management.
  • Demonstrates knowledge of IT Security policies and guidelines; responsible for updates to security configuration changes on supported systems to promote compliance to include appropriate audit trail.
  • Responsible for fulfilling end user requests and resolving issues on computing devices.
    Other duties as assigned.
• Communications:
  
  • Demonstrates effective written and interpersonal skills when communicating with customers and colleagues.
  • Responds to requests for technical assistance by phone, email or using a service management system.
  • Responsible for providing quality status updates to stakeholders via communication tools and within the
  • NAH service management tool.
  • Utilizes all available data as a communication tool to promote data-driven decision making.
  • Record, track, and document the incident problem solving process including actions taken through to the final resolution.
  • Follows up with customers regarding open issues and ensures delivery of great client service.

 

Tech 2:

• Essential Job Functions
  
  • Mitigates issues by updating, modifying, re-installing or removing software/hardware.
  • Creates and implements effective, appropriate and standard solutions.
  • Documents solutions and reviews documentation for accuracy at regular intervals.
  • Demonstrates ability to support technology systems (drafting, reviewing, approving and implementation).
  • Troubleshoots and problem solves in a logical manner.
  • Provides resolution using Incident Management and Change Management processes, in line with ITSM Guidelines.
  • Knowledge of Healthcare operations, departments and Service Management software enabling proficient ability to triage tickets and assign to correct teams across the Healthcare system.
  • Demonstrates ability to implement hardware and device changes across the Healthcare system.
  • Performs hardware device or system analysis to diagnose any issues or identify sources of performance degradation.
  • Demonstrates knowledge of ITIL methodology and experience of work within an ITIL framework.
  • Resolves hardware and software technical issues.
  • Works collaboratively with internal business units and vendors, to analyze and resolve IT-related issues, including desktop, software, SaaS and business system issues.
  • Monitors, evaluates, prioritizes and works with IT peers, leaders and stakeholders in the use of Information Technology systems and equipment to maximize benefits in meeting the Information Technology goals and vision of NAH.Responds to incident tickets in accordance with SLA guidelines.
  • Utilizes a thorough understanding of hospital inpatient, clinic outpatient operations and/or systems to provide support for the product lines he/she is responsible for.
  • Demonstrates knowledge of enterprise hardware and software and the ability to operate a computer and peripheral equipment to support all NAH IT Infrastructure and systems.
  • Diagnoses and troubleshoots issues while providing technical, clinical, and business resolutions.
  • Responsible for special functions and duties as directed by Team Lead or management.
  • Utilizes tools, controls techniques, established principals and standards to ascertain the quality, effectiveness, security and accuracy of PC and Mobile device systems.
  • Demonstrates knowledge of IT Security policies and guidelines; responsible for updates to security configuration changes on supported systems to promote compliance to include appropriate audit trail.
  • Responsible for fulfilling end user requests and resolving issues on computing devices.
  • Mentor more junior technicians and provide troubleshooting guidance / assistance as needed.
  • Create documentation for staff training purposes.
  • Document support processes and procedures.
  • Other duties as assigned.
• Communications
  
  • Demonstrates effective written and interpersonal skills when communicating with customers and colleagues.
  • Responds to requests for technical assistance by phone, email or using a service management system.
  • Responsible for providing quality status updates to stakeholders via communication tools and within the NAH service management tool.
  • Utilizes all available data as a communication tool to promote data-driven decision making.
  • Record, track, and document the incident problem solving process including actions taken through to the final resolution.
  • Work collaboratively with internal business units, to analyze and resolve IT-related issues, including desktop, software, SaaS and business system issues
  • Interface directly with other IT teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements and escalation points.
  • Follows up with customers regarding open issues and ensures delivery of stellar client service.

Qualifications

Education

Tech 1:

• High School Diploma or GED - Required

Tech 2:

• High School Diploma or GED - Required
• Associate's Computer Science / Information Systems or related field OR equivalent education/experience - Preferred

Experience

• Tech 1
  • 1 year of IT experience - Preferred
    
  • 1 year of related experience providing IT Hardware and Software Deployment, Troubleshooting, and
  • Problem Resolution support to end users. - Preferred
    
  • A strong customer service background and a positive outlook on problem-solving - Required
    
  • Basic knowledge and skill supporting and troubleshooting MS Windows and MS Office 365 - Required
    
  • Basic knowledge of Microsoft Active Directory users and computers. - Preferred
    
  • Basic experience with web browsers such as Edge, Chrome, etc. - Required
    
  • Strong work ethic and emphasis on attention to details. - Required
    
  • Demonstrated ability to learn new technologies and processes. - Required

 

• Tech 2
  • 2+ years of IT experience. - Required
  • 2+ years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and
  • Problem Resolution support to end users. - Required
  • Highly proficient at working in and assisting others through company help desk software in addition to other remote access desktop programs. - Required
  • Demonstrated experience in delivering excellent technical/non-technical support with outstanding customer satisfaction and timeliness. - Required
  • Deep knowledge of the desktop products and services provided by NAH IT. - Required
  • Experience installing and configuring computer systems and applications for a mid to large company. - Required
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution. - Required
  • Extensive experience working with Windows based operating systems. - Required
    Strong work ethic and emphasis on attention to details. - Required
  • A demonstrated ability to consistently deliver high quality customer service and outstanding problem-solving. - Required
  • Proven capability to learn new technologies and processes. - Required
    Ability to effectively self-manage competing priorities. - Required
  • Excellent problem-solving and multitasking skills. - Required
  • Capable of leading projects as needed. - Required
  • Advanced level troubleshooting skills for MS Windows OS and MS Office 365. - Required Advanced knowledge of Microsoft
  • Active Directory users and computers. - Required Advanced knowledge and experience with web browsers such as Edge, Chrome, etc. - Required
  • Knowledge and experience with Enterprise desktop management system such as Microsoft System Center Configuration Manager. - Preferred

Certification & Licensures

• Tech 2:

  • CompTIA A+ Certification - Preferred
    Dell hardware certification - Preferred