Field Engineer - Information Technology biweekly

Job Overview

Position: Field Engineer

Location: Marietta, OH

Employment Type: Full Time

Shift: 8-Hour Day Shift

Job Category: Service Support

In an environment of continuous quality improvement, the Field Engineer is responsible for providing quality first‑level support to IT users and employing a high degree of customer service, technical expertise and timeliness. This position is responsible for maintaining a knowledge base to optimize problem resolution, tracking calls and entering solution data, and following through on resolution with end users. The Field Engineer’s role is to ensure proper computer operation so that end users can accomplish business tasks.

The Field Engineer exhibits the MHS Standards of Excellence and exercises strict confidentiality at all times.

• Assess initial inquiries and requests from end users/service desk, coordinate support activities, and escalates issues appropriately.
• Assist with day‑to‑day maintenance of hospital PCs: perform installation, configuration, and upgrade tasks.
• Serve as troubleshooter on more complex end‑user computer problems.
• Manage assets, licenses, and user administration.
• Assist department manager in ongoing assessment and upgrading of PCs; research and evaluate hardware and software.
• Stay current on recent trends and technologies, suggest improvements, and keep technical knowledge up to date.
• Field incoming requests to the Service Desk via telephone and e‑mail to ensure courteous, timely, and effective resolution of end‑user issues.
• Document all pertinent end‑user identification information including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems, escalating when required to the appropriately experienced technician.
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards.
• Record, track, and document the service desk request problem‑solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
• Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.
• Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
• Routinely contribute to the Knowledge Base.
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
• Participate in team projects that enhance the quality or efficiency of Service Desk and assist with special product‑related issues as needed.
• Apply diagnostic utilities to aid in troubleshooting.
• Build rapport and elicit problem details from service desk customers.
• Identify and learn appropriate software and hardware used, and supported, by the organization.
• Perform post‑resolution follow‑ups to help requests.
• Reinforce SLAs to manage end‑user expectations.
• Communicate effectively in both written and oral formats following the AIDET model.
• Be willing to work flexible hours, after‑hours, and/or on weekends.
• Assume all other duties and responsibilities as necessary.

• Associate’s degree in Computer Science or Information Technology or equivalent, or 2 years of technical experience.
• A+ Certification and Microsoft Certified Desktop Support Technician Certification preferred.

• Strong technical, critical‑thinking, and troubleshooting skills.
• Excellent communication, interpersonal, organizational, and planning skills.
• Motivation and a strong sense of urgency; high detail orientation and adept at multitasking.
• Ability to work independently as well as in a team environment and maintain a professional appearance and positive attitude.
• Ability to lift up to 50 pounds.
• Availability to be on call when required.

Compensation will be considered based on education, experience, and tenure, in addition to internal equity when job offers are extended.

Memorial Health System offers an affordable, comprehensive benefit package to all full‑time and flex‑time employees. To learn more about benefits, visit www.mhsystem.org/benefits
.

Bonuses are available to qualifying full‑time or flex‑time employees. Eligibility is determined upon offer.

Memorial Health System is an equal‑opportunity provider and employer.

Memorial Health System is a federal drug‑free workplace. This policy prohibits marijuana use by employees.