POSITION SUMMARY:
The Field Services Technician supports the health system's end-user computing environment across the enterprise by analyzing workflows and maintaining systems related to end-user devices. This includes installing, maintaining, and troubleshooting hardware and software to enhance productivity and ensure integration within departmental and IT systems. The role requires timely problem resolution, adherence to Service Level Agreements for onsite and on-call support, and management of a wide range of endpoints—from traditional workstations to mobile devices. This is a hands-on position involving device setup, movement, and real-time troubleshooting. The technician works independently, serves as an escalation point for junior staff, and ensures accurate, timely documentation within the IT Service Management platform.
Essential Functions:
To perform this job, an individual must perform each essential function satisfactorily with or without reasonable accommodation.
Responsibilities and Duties:
Provides technical support and preventative maintenance in accordance with service level agreements for desktop operating systems, applications, and hardware (desktops, laptops, printers, tablets, mobile devices)
Develops, follows, and maintains standard operating procedures, knowledge articles, and technical documentation
Communicates with end users regarding incident status, resolution timelines, and any changes in scope
Accurately records, tracks, and documents incidents and requests in ServiceNow and related tools, adhering to SLAs
Maintains, reports, and relocates IT equipment as needed
Identifies and escalates compliance, security, and licensing concerns (e.g., antivirus issues, PHI risks)
Supports Citrix, Active Directory, SCCM, remote support tools, and basic network functions
Coordinates with vendors to facilitate hardware repairs
Provides both remote and on-site technical support; travels to off-site locations as needed
Participates in on-call rotations
Acts as an escalation point for Field Service and Service Desk staff and escalates issues as appropriate
All other duties as assigned.
Knowledge, Skills and Abilities:
Education:
High school diploma or equivalent required; Associate degree in Information Technology or a related field preferred, or equivalent combination of education and relevant work experience.
Experience:
2-4 years of experience in IT support, desktop support, field services, or a related technical role required.
Physical Environment:
May be exposed to blood borne pathogens Low Risk
May be exposed to communicable diseases Low Risk
Key Qualifications:
Knowledge of desktop systems, end-user hardware, and enterprise tools including Citrix, Active Directory, SCCM, and basic networking
Understanding of IT service management processes, ticketing systems, and service level agreements
Familiarity with IT security, compliance, and data protection practices
Strong troubleshooting skills for hardware, software, and connectivity issues in both remote and on-site environments
Effective communication and organizational skills, with the ability to manage and document multiple tasks
Ability to work independently, support team members, and escalate issues as needed
Ability to perform hands-on technical work and adapt in a fast-paced environment, including travel and on-call support
INDCORP