Field Service Technician Senior - IM Regional Operations

Summary:

The Field Service Technician Senior is a mentorship role helping to coordinate a team of field service technicians who provide technical support for healthcare professionals’ hardware and software systems. This role involves coordinating IT projects and ensuring the smooth functioning of computer systems and peripherals, software applications, troubleshooting, and user support. Additionally, this position requires performing advanced customer support activities for equipment and system products, such as wiring, cabling, and complex equipment. The Senior Field Service Technician will be responsible for on-site installation, preventative maintenance, routine repair, and will act as the main customer contact on technical and service-related problems. The ideal candidate will have formal technical training beyond high school, at least four years of related experience, and knowledge of operational systems, though not as in-depth as a field engineer. This position requires strong leadership and communication skills, as well as the ability to work collaboratively with other team members.

Responsibilities:

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Provide technical support for desktop computers, laptops, tablets, printers, and other peripherals used in healthcare settings.
• Provide effective Customer Service by being courteous, polite, and friendly toward others.
• Install and configure enterprise applications and updates, as well as other software applications.
• Troubleshoot and resolve software issues for medical applications, as well as common software such as Microsoft Office and Adobe Creative Suite.
• Install and configure enterprise applications and updates, as well as other software applications.
• Assist with network connectivity and access issues.
• Maintain an accurate inventory of non-medical hardware and software assets.
• Produce required department reporting associated with projects assigned by manager and problems assigned through help desk queues. Reporting includes a status and problem documentation summary within the problem management system.
• Follow established policies, procedures and standards defined by the Information Services.
• Assist in the support and maintenance of the telecommunication systems. Demonstrate good teamwork on assigned projects through actions and job performance.
• Identify and escalate more complex issues to leadership.
• Troubleshoot and resolve issues with Active Directory and domain rights issues.
• Provide guidance and mentoring of less experienced team members.
• Adaptable and able to adjust to changing circumstances and priorities, maintaining a positive and productive attitude.
• Detail oriented: Pays close attention to details, ensuring accuracy and thoroughness in all aspects of work.
• Self-motivated by demonstrating a proactive approach to tasks and challenges, consistently seeking ways to improve processes and outcomes.
• Strong organizational and time management skills
• Create and maintain documentation related to field service operations.
• Contact vendors regarding service issues to receive support information or assistance as instructed by the supervisor.
• Track and document the hardware and software inventory.
• Troubleshoot and resolve issues with Active Directory and domain rights issues
• Provide guidance and mentoring of less experienced team members.
• Independently managing small-scale IT projects, including equipment deployments, system upgrades, and infrastructure setups.
• Coordinating and executing departmental moves, ensuring that all technology components—such as workstations, printers, phones, and network connections—are relocated and reconfigured with minimal disruption to operations.
• Effective communication, planning, and collaboration with other departments are essential for success in this responsibility.
• Must have strong problem-solving skills and ability to troubleshoot technical issues.
• Must have excellent communication and customer service skills.
• Must have the ability to lead and manage a team, as well as work independently and manage priorities.
• This position requires regular travel to customer sites; therefore, candidates must possess a valid driver’s license and maintain an acceptable driving record in accordance with company policy. A motor vehicle record (MVR) check may be conducted prior to employment and periodically throughout the duration of employment to ensure continued compliance.
• The Field Services Technician must be available to participate in an extended on-call rotation to support after-hours responses to urgent clinician needs. This includes evenings, weekends, and holidays, as required, to ensure timely service and minimal disruption to patient care.
• Must be able to lift up to 50 pounds.
• Must be able to climb ladders and work in confined spaces.

Job Requirements:

Education/Skills
• Associate degree in Information Technology, Computer Science, or related field preferred.
• Knowledge of medical software applications and systems, such as Electronic Health Record (EHR) and Picture Archiving and Communication System (PACS).
• Familiarity with HIPAA regulations and other healthcare industry standards.

Experience
• 3-5 years of experience in desktop support or related field, with a focus on healthcare IT preferred.
• Project coordination or management experience preferred.

Licenses, Registrations, or Certifications
• NA

In accordance with the CHRISTUS Health License, Certification and Registration Verification Policy, all Associates are required to obtain the required certifications for their respective positions within the designated time frame.

Work Schedule:

8AM - 5PM Monday-Friday

Work Type:

Full Time