Field Services Technician I

Job Description

Job Description

Skillset: Tier 1 Field Service Tech

Location: On-site, in Springfield and expected to travel within 45 min radius.

Duration: 6-month c2h

Pay Rate: $26-$29

Schedule: M-F, 8am-4:30pm

Start Date: 12/14

Role Description

Our IT Onsite Field Service Technicians provide assigned shift and on-call coverage, supporting and maintaining computer hardware, software, printers, phones, Wi-Fi, networks, and other equipment at customer locations. This role is primarily onsite, with occasional remote work, and provides Tier II IT technical support.

You will bring the helpdesk to our client’s door while assisting and ensuring our clients receive the ultimate in customer service. 

Required Qualifications:

• CompTIA A+ certification or 1-year equivalent hands-on computer experience  
• Office 365 System Support 
• Proficiency working in Active Directory (account creation, group policies, domain joins) 
• Remote Support Tools (TeamViewer, Bomgar, Quick Assist) 
• Experience with Collaboration Software (Microsoft Teams, Zoom, WebEx, etc) 
• Familiarity with Windows, Macintosh, iOS, and Android Operating Systems 
• Experience with PC imaging and configuration, including Windows 11 builds, driver updates, and group policy alignment.  
• Excellent interpersonal, verbal, and organizational skills 
• Ability to adapt to changes in technology using analytical skills.  
• Customer Service-focused 
• Strong keyboarding and typing proficiency for ticket updates and asset entries 
• Self-starter with a motivated, independent working style 
• Ability to control and guide customer interactions professionally 
• Reliable transportation for multi-site support 
• Valid Driver’s license

Key Responsibilities:

• On-site troubleshooting at client location  
• Mobile Cart Support (SOC, TeleNeuro, WOW carts, Jaco carts, batteries, scanners, etc) 
• Asset Inventory Tracking and Updating (Device42, Censitrack, etc)  
• Participate in Primary and Backup On-Call rotation 
• Daily Time tracking  
• Support client-approved software  
• Configure and deploy new laptops, desktops, printers, monitors, phones, and peripherals
• Adding and removing devices at the domain level 
• Tracking Board Support 
• Training and supporting new end-users and Field Service staff. 
• Review and resolve system performance issues. 
• Troubleshoot slow internet connectivity, including PC and phone connection issues at the desk.
• Assist with password resets and account access issues. 
• Ticket management and updates.
• Use and maintain knowledge base and process documentation, including authoring and reviewing knowledge base articles.
• Root cause analysis and resolution assistance of recurring technical issues 
• Clearly and knowledgeably address customer questions and technical issues in easy-to-understand terms.
• Ability to work well in a fast paced/multitasking environment and remain calm under pressure. 
• Consistently look for initiative-taking opportunities. 
• Perform PC imaging, Windows 11 configuration, driver updates, and group policy alignment. 
• Mount monitors, set up sit/stand desks, and ensure proper cable and port connections. 
• Support remote users via remote access tools. 
• Troubleshoot printers, queues, drivers, and hostname issues. 
• Support VPN applications, VDI environments, and mobile devices. 
• Support EHR workflows (Epic, Cerner), including LWS record creation and migration. 
• Resolve Teams and Zoom audio and video issues. 
• Mentor peers and support the development of team proficiency. 
• Monitor email, Teams, and other communication channels for urgent requests and participate in incident alert processes.Complete all assigned training and follow all security protocols. 
• Support hospital downtime procedures, Plan D, and command center operations. 
• Support clinical devices such as Vocera phones, code scanners, Imprivata tap readers, rounding carts, label printers, and Aiva/Alexa devices.
• Assist with telecom requests such as jack activations and connectivity checks. 
• Ensure compliance with hospital security, antivirus, and encryption requirements. 
• Provide essential-employee onsite support during critical events. 
• Additional tasks and duties as assigned by management  
• Must be able to lift, move, and install equipment (monitors, carts, UPS units, etc), up to 50lbs. 
• Must be Vaccinated for COVID-19 and Influenza. 

Benefits:

• 401(k) retirement savings
• Paid Time Off (PTO)
• Medical, dental, and vision insurance
• Employee life insurance
• Short-term and long-term disability
• Voluntary life insurance
• Voluntary accident insurance

Compensation:

$26 - $29 per hour

Exact compensation may vary based on several factors, including skills, experience, and education.