Field Service Tech

Position Summary

The Field Service Technician assists customers with technical support of desktop computers, laptops, mobile devices, printers, applications, and related technology. Support includes specification, installation/move projects, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to Orlando Health customers.

• Assist with the installation, configuration, and ongoing usability of desktop computers, laptops, mobile devices, peripheral equipment and software within established standards and guidelines.
• Demonstrate full proficiency in the role and escalates to senior technician or supervisor when help is needed.
• Train and help develop associate technicians.
• Work with Service Desk, Operations, Applications, and Engineering staff as appropriate to determine and resolve problems received from clients.
• Interact with numerous computer platforms in a multi-layered client server environment.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Perform proactive maintenance of computing hardware.
• Perform upgrades to end user devices to ensure longevity.
• Maintain accurate records in ticketing system and regularly update asset information and status in the configuration management database.
• Participate in Project Implementation and follow through on completion of tasks.
• Respond to emails/pages and set expectations with customers based on priority, impact, and urgency.
• Create and maintain interdepartmental relationships.
• Maintain knowledge on current industry trends.
• Maintain reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintain compliance with all Orlando Health policies and procedures.
• Respond to pages within department guidelines.
• Support Hospital Command Centers during emergency situations.
• Independently serve periods of on-call coverage at scheduled intervals.
• May be required to support unplanned events during after-hours and weekends.

• High School diploma or equivalent.

• CompTIA A+ Certification or equivalent IT Certification.

• A minimum of three (3) years of information technology or IT customer support experience.