Field Support Technician

Description

We are seeking an IT Field Services Technician to provide hands-on technical support within a large, fast-paced healthcare environment. This position supports end users, workstations, software, and peripheral devices while ensuring technical issues are resolved accurately and within established service levels.

The ideal candidate has strong experience troubleshooting Windows and PC hardware/software issues, managing support tickets, and providing excellent customer service.

Experience with Service Now, Windows environments, desktop support, and basic networking is highly preferred.

Key Responsibilities

+ Manage and resolve technical support tickets involving Windows and Macintosh hardware, software, and applications.

+ Troubleshoot desktop, laptop, monitor, printer, scanner, handheld device, and peripheral issues.

+ Resolve incidents and service requests in a timely and efficient manner while meeting established SLAs.

+ Use remote administration tools to diagnose and resolve technical issues when possible.

+ Perform on-site visits to install, configure, update, and troubleshoot computer hardware and applications.

+ Support software distribution, antivirus solutions, operating systems, and standard desktop applications.

+ Document problems, root causes, and resolutions within the appropriate ticketing and knowledge management systems.

+ Maintain accurate records of end-user devices and IT assets.

+ Work collaboratively with help desk, engineering, infrastructure, and other IT teams to resolve more complex technical issues.

+ Provide feedback to engineering teams regarding system improvements, stability, reliability, and customer needs.

+ Assist help desk personnel in improving first-call resolution.

+ Provide guidance and technical support to less experienced team members.

+ Coordinate with internal IT teams and vendors when necessary to restore service and resolve underlying technical problems.

+ Provide specialized end-user and executive support as needed.

+ Provide hardware and software recommendations and consultation to users.

+ Participate in an on-call support rotation as required.

+ Support special IT projects and other technical initiatives as assigned.

Required Skills

+ PC and desktop support

+ Windows operating systems

+ Service Now or similar ITSM/ticketing platform

+ Hardware and software troubleshooting

+ Remote technical support

+ Desktop and peripheral installation/configuration

+ Basic LAN/WAN networking

+ Networking protocols and troubleshooting

+ Customer service and end-user support

Qualifications

+ Associate or bachelors degree in a technical field is preferred; equivalent technical training or professional experience will also be considered.

+ Minimum of 3 years of experience supporting customer trouble tickets and troubleshooting PC hardware and software remotely and/or in person.

+ Strong understanding of PC hardware, software, operating systems, applications, networking, wireless infrastructure, and peripheral devices.

+

Experience with hardware and software installation, configuration, maintenance, and troubleshooting.

+ Working knowledge of LAN/WAN networking, servers, workstations, operating systems, and applications.

+ Strong troubleshooting and independent problem-solving skills.

+ Ability to evaluate technical issues and identify appropriate solutions.

+ Strong organizational skills with excellent attention to detail and follow-through.

+ Excellent verbal and written communication skills.

+ Strong customer-service mindset with the ability to work effectively in a fast-paced, high-volume environment.

+ Ability to manage multiple priorities while meeting deadlines and service expectations.

Job Type & Location

This is a Contract to Hire position based out of Chicago, IL.

Pay and Benefits

The pay range for this position is $28.00 - $30.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life…