Tech Field Support II

Job Overview

Department/Unit: AMHS - IT Infrastructure

Work Shift: Day (United States of America)

Salary Range: $54,690.00 - $82,035.00

• Respond to problems called in and repair malfunctioning equipment in a timely manner.
• Provide desktop troubleshooting, configuration, and diagnostic support.
• Install terminals, modems, personal computers, printers, and other desktop equipment and software to support enterprise growth.
• Adhere to customer service standards in all verbal and written interactions with users.
• Work as part of a team to meet goals set forth by Information Technology management.
• Meet all documented and communicated statistical metrics that drive overall departmental performance.
• Provide guidance to Help Desk Technicians levels I, II, III, and IV.
• Maintain current technical expertise in rapidly evolving technology.
• Use customer feedback to take actions that solve customer problems quickly and effectively.
• Participate in an on‑call rotation and help troubleshoot customer issues.
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties.
• Perform at or above Information Technology performance standards.
• Fulfill department requirements for work coverage and administration notification during absences.
• Complete other duties or assignments as designated by management.

• Little to moderate onsite field support experience.
• Desire to pursue a career in the field of Information Technology.
• Ability to complete tasks as documented by departmental SOPs, processes, documentation, and training.
• Knowledge of and ability to adhere to customer service standards.
• Exemplary personal work ethic and ability to work efficiently.
• Ability to work effectively under moderate supervision and to seek escalation when required.
• Understanding of HIPAA protected health information and related federal and state regulations.
• Ability to protect sensitive information by following need‑to‑know and minimum‑necessary principles.
• Strong commitment to maintaining confidentiality of patient and organizational data.

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties.

Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.