Tech Field Support

Overview

Department/Unit: AMHS - IT Infrastructure

Work Shift:

Day (United States of America)

Salary Range: $50,639.00 - $75,959.00

The Tech Field Support provides onsite and remote support for all complex and in-person support needs. The Tech Field Support takes ownership of issues escalated by Help Desk Techs and works toward resolution utilizing all skills, experience, training, documentation and resources. The Tech Field Support escalates and notifies Information Technology employees according to documented standard operating procedures. The Tech Field Support is responsible for an exemplary customer service experience for all Albany Med employees during interactions with the Albany Med Help Desk.

The Tech Field Support acts as a liaison between customers and Information Technology to resolve issues and will fulfill project-based or new requests assigned to them within documented timelines.

Level I:
The Tech Field Support – Level I will have little onsite field support experience but has a desire to pursue a career in some field of Information Technology. The individual will complete tasks as documented by departmental standard operating procedures, processes, documentation and training. The individual will receive close supervision and is expected to escalate issues that fall outside of their training and documentation for disposition by senior peers or management.

The individual will have knowledge of and the ability to adhere to customer service standards and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

• Support:
  Respond to problems called in and repair malfunctioning equipment in a timely manner
• Assist in providing desktop troubleshooting, configuration and diagnostic tools
• 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 documented and communicated metrics that drive overall departmental performance

This position does not have any supervisory responsibilities.

High degree of contact internal and external to Albany Med including any user of any Albany Med device or application.

Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology. Use customer feedback as a basis for taking actions to solve customer problems quickly and effectively. Provide best-effort support for non-standard applications and hardware. Participate in on-call rotation and help troubleshoot customer issues. Maintain confidentiality by using and communicating information only as needed to perform one’s duties.

Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.). Complete other duties or assignments as designated by management.

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.

Albany Medical Center is the centerpiece of medicine, research, and medical education in New York’s Capital Region and is the area’s largest private employer with more than 10,000 employees. Albany Medical Center offers opportunities in a wide range of roles in both patient care and administration. We value all our staff members and offer benefits including excellent health care coverage with no copay at Albany Medical Center providers and programs to support emotional, physical, and mental wellbeing.

Albany Medical Center, along with Columbia Memorial Health, Glens Falls Hospital, Saratoga Hospital, and the Visiting Nurses, form the Albany Med Health System, serving more than three million people over 25 counties.