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Field Engineer

MIS

Full Time -80 hours

Days

8am - 4:30pm

In an environment of continuous quality improvement, the Field Engineer is responsible for providing quality first-level support to IT users and employing a high degree of customer service, technical expertise and timeliness. This position is responsible for maintaining a knowledge base to optimize problem resolution, tracking calls and entering solution data and following through on resolution with end users.  The Field Engineer's role is to ensure proper computer operation so that end users can accomplish business tasks. Exhibits the MHS Standards of Excellence and exercises strict confidentiality at all times.

 

Job Requirement:

·          Associate's degree in Computer Science or Information Technology or equivalent and 5 to 7 years of technical support experience in a windows environment required

·          A+ Certification and Microsoft Certified Desktop Support Technician Certification preferred

·          HDI Support Center Analyst Certification within one year of hire required

·          Strong technical, critical thinking and troubleshooting skills

·          Excellent communication, interpersonal, organizational and planning skills

·          Motivation and a strong sense of urgency

·          High detail orientation and adept at multitasking

·          The ability to work independently as well as in a team environment

·          Have a professional appearance and positive attitude

·          The ability to lift up to 50 pounds

·          Ability to be on call

 

Job Functions:

1.     Assesses initial inquiries and requests from end users/service desk, then coordinates support activities, and escalates issues appropriately

2.     Assists with the day-to-day maintenance of hospital's PCs; performs installation, configuration and upgrade tasks

3.     Serves as troubleshooter on more complex end user computer problems

4.     Manage assets, licenses and user administration

5.     Assists department manager in on-going assessment and upgrading of PCs; may research and evaluate hardware and software

6.     Keep current on most recent trends and technologies, suggest improvements to bridge with other departments and keep technical knowledge current

7.     Fields incoming requests to the Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end user issues

8.     Documents all pertinent end user identification information including name, department, contact information, and nature of problem or issue

9.     Prioritizes and schedules problems, escalating problem (when required) to the appropriately experienced technician

10.  Researches, resolves, and responds to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards; escalate problems to appropriate individual/group

11.  Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

12.  Assists in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction

13.  Accesses software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution

14.  Routinely contributes to the Knowledge Base

15.  Provides accurate and creative solutions to user problems of moderate nature to ensure user productivity

16.  Acquires and maintains current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers

17.  Participates in team projects that enhance the quality or efficiency of Service Desk and assist with special product-related issues as needed

18.  Applies diagnostic utilities to aid in troubleshooting

19.  Builds rapport and elicit problem details from service desk customers

20.  Identifies and learn appropriate software and hardware used, and supported, by the organization

21.  Performs post-resolution follow ups to help requests

22.  Reinforces SLAs to manage end-user expectations

23.  Communicates effectively in both written and oral format following the AIDET model.

24.  Willing to work flexible hours

25.   Works on after-hours and/or on weekends.

26.  Assumes all other duties and responsibilities as necessary.