Sr Field Services Technician

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

The Field Services Technician II is responsible for providing work direction to field technicians responsible for onsite installation, configuration, repair, and maintenance for a variety of end user and network devices at SHC locations across the San Francisco Bay Area. The Field Services Technician II will additionally provide L2/L3 support as required and work with the SHC Service Desk and desktop engineering teams to identify and remediate recurring issues

Stanford Health Care

• Monitor technician activity across SHC field locations, optimizing support and providing escalated technical assistance as required.
• Work with desktop and network engineering and network teams to identify, diagnose, and resolve recurring incidents in the field.
• Resolve escalated service delivery issues and interact regularly with IT customers, including communicating issues to the appropriate internal stakeholders, and support communications to the field regarding service delivery issues.
• Perform root cause analysis on recurring issues and communicate results with desktop engineering, network engineering, and service desk teams.
• Provide service and customer support during field visits or dispatches, representing SHC IT in a professional and businesslike manner.
• Oversee all onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.
• Oversee onsite initial basic network troubleshooting, port activation and deactivation at SHC locations.
• Oversee onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.
• Assist field technicians with diagnosing problems before arrival, determining needed parts and documentation to minimize down time and multiple trips.
• Determine whether OEM parts or assistance is required and coordinate OEM vendor parts or assistance as required.
• Provide technical support and set up during special events at SHC locations such as conferences.
  • Complete accurate and timely updates in Asset Management tracking system.
  • Maintain and track asset data including but not limited to warranty, license, and maintenance information for technology service assets across the SHC environment.
  • Coordinate and manage asset audits and manage exceptions through a remedial action management process.
  • Ensure process compliance by managing the remedial / corrective action management process for any breaches that occur throughout the lifecycle.
  • Ensure equipment is per the defined SHC standards.
  • Work closely and build relationships with SHC vendors. Participate in gathering bids for large purchases and assist management in negotiating better pricing.
  • Consult with Project Managers for procurement of IT hardware for projects and manage procurement.

• Four year college degree or advanced certifications (e.g. Microsoft Office Specialist (MOS) Expert or Master, Microsoft Certified Solutions Associate:
  Office 365

• Five (5) years of related work experience; experience in a healthcare IT environment preferable.

• Experience troubleshooting, repairing and supporting the following (or similar):
• Windows 7, Windows 8, and Mac operating systems, as well as common applications (e.g., MS Office, Outlook, VPN);
• HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 hardware systems required;
• Apple (iPad) and other common tablet computing devices;
• Printers, monitors, external hard-drives, network interface cards, etc.;
• Cisco routers (e.g., 36XX, 76XX, ASR 1
  
  XXX);
• Cisco switches (e.g., Catalyst, Nexus);
• Cisco wireless access points (e.g., Aironet);
• Associated networking devices (e.g., LAN Controllers, WAN Optimizers)
• MCSA Windows 7, MCSA…