IT Field Support Engineer

Our client is a leader in the healthcare space, and their IT support team is growing in

the Knoxville, TN area!

Performs visits to area locations to provide on-site technical support in accordance with Information Systems policies and procedures. Handles all incoming service calls to a satisfactory completion or escalating to appropriate next-level support when necessary. This individual must be able to travel as necessary, be self-motivated, and be able work independently or with little supervision. As an IT Support Engineer, you will be joining a desktop imaging tech team to help support a large agency provider of mental and behavioral health services.

When needed you will be responsible for device configuration, uploading applications, and imaging PC’s, placing switches.

Manage and monitor problem ticket threads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. Also document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions. Provide feedback on issues for the team’s knowledge database. Keep customers informed of progress and status of calls/tickets.

Interact with customers and co-workers to diagnose and resolve problems. Troubleshoot, analyze, resolve, track, elevate and accurately document various technical problems. Follow prescribed guidelines and official Standard Operating Procedures. Respond to customers in a friendly and

professional manner. Ensure that all responses given are technically accurate.

• Prior hands-on experience imaging computer hardware.
• Working knowledge of VLAN’s and switches. Experience configuring Firewalls,
• Network Switches is a plus.
• Working with Printer Logics is a plus.
• 2 years of professional experience providing desktop hardware and software
• break/fix support, printer setup/support, antivirus software deployment.
• 3+ years of experience with PC hardware unboxing, tagging & verification, and
• Knowledge of Windows 10 operating systems and standard networking
• protocols.
• Have the flexibility to work overtime hours on an as-needed basis.
• Possess an energetic and friendly customer service personality.
• Travel is required. Valid driver’s license is required.
• Knowledge of ticketing system such as Zendesk is a plus.
• Knowledge of Team Viewer and other remote tools is a plus.