User Support Field Technician

Overview

The User Support Field Technician I serves as a liaison between the User Support team and the customer for assigned sites/clinics/locations and is responsible for overseeing/monitoring all issues, requests, and project work specific to assigned sites/locations, including issues related to workstations, applications, peripherals, hardware, service, and EMR/EPM issues. This role will provide support through daily/weekly onsite visits, as well as through telephone and email communication.

Additionally, the User Support Field Technician I will use their excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions quickly and efficiently.

The User Support Field Technician I MUST:

• Act as liaison between the User Support team and the customer for assigned sites/clinics/locations and oversee/monitor all issues, requests, and project work specific to assigned sites/locations
• Maintain a direct relationship with leadership and users of assigned sites/clinics/locations and check‑in daily through site visits, phone calls, emails, and ticket responses
• Identify, research, and resolve escalated support tickets using User Support tools and processes, including general support and EMR/EPM issues
• Plan, schedule, coordinate, and perform deployment/maintenance of new hardware, software, and network infrastructure for assigned sites/locations
• Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
• Ability to troubleshoot high‑level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products
• Strong customer service skills
• Build, install, and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware
• Perform basic network troubleshooting
• Respond to escalated issues and ensure tickets are closed within User Support defined time frames
• Build strong relationships with users, management, and third party vendors
• Add computers to Active Directory
• Help maintain and support client operating systems and end‑user software, using remote administration tools
• Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices
• Troubleshoot and resolve hardware and software problems on workstations and portable devices
• Provide on‑call after hours support on rotational schedule
• Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvements
• Travel to other offices/sites/clinics to provide support as needed
• Log all support issues accurately and in a timely fashion using departmental support tools and processes
• Provide excellent customer service, including taking ownership of site‑wide IT related issues
• Ensure all actions, job performance, personal conduct and communications represent Joint Tech in a highly professional manner at all times
• Be able to lift 50 lbs
• Perform other duties as assigned

• Ability to exercise patience and professionalism during stressful situations
• Willing to learn and accept challenges and new responsibilities
• Strong attention to detail and accuracy
• Strong analytical and problem‑solving abilities
• Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users
• Excellent verbal and written communication skills
• Adaptable and responds willingly to change
• Ability to build and maintain strong working relationships with customers, leadership, peers, and team members
• Adept at reading, writing, and interpreting technical documentation and procedure manuals
• Ability to communicate technical information to individuals with various levels of technical knowledge

• Associates Degree (higher degree accepted) or 4 years of practical computer hardware maintenance experience in lieu of education

• 2 years of practical computer hardware maintenance experience
• Experience working with Microsoft operating systems and computer networks
• Experience working with desktops, laptops, and other peripheral devices

• Comptia A+ Certification