Senior Field Services Technician - Peoria Region

Under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Performs a variety of project tasks and requires good communications skills with the ability to work with users diplomatically and skillfully. May interact with engineers (e.g., Network, System, SAP, etc.)

and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades and software installs with elevated profile rights.

Reports to the Manger of End User Services

• Handles service requests and incidents entered through the service desk system which includes:
  • End user workstation issues (Windows, internet, office applications and other general hardware and software troubleshooting)
  • Application issues related to any specialty software used in the hospital
  • Copier/Printer related issues
  • Telephone/FAX issues
  • General network connectivity troubleshooting and repair
  • TV and Audio/Visual system issues
  • Hardware/software upgrades and associated configurations
  • Solid user account management
• Performs or assists in installing, diagnosing, repairing and maintaining end user devices, applications and related infrastructure
• Participates in disaster recovery testing
• Assists in IT equipment inventory and asset management
• Assist in implementing and maintaining HIPAA and other security compliance programs
• Perform other duties as assigned by the IT Director, Manager or Service Support Lead
• Complies with the Clinic Compliance Program
• Excellent customer service, including patience and great communication skills

This position is distinguished from an IT Technical Support Specialist by expanding the technical role and operational procedures with little supervision and direction and demonstrating a high level of independent decision-making abilities. This involves working directly with customers, monitoring repeat issues and concerns that impact the end user ability to perform their responsibilities, providing advanced troubleshooting assistance to clinic staff and other IT Support Technicians, determining best practices and standard computing procedures, and fostering good communication between IT support services and local administration.

The Senior IT Technical Support Specialist addresses customer computing needs and resolves assigned service requests, monitors site performance and up-time through ongoing customer communication and feedback. The position recommends and initiates process improvements to maximize operational efficiency, supports a variety of advanced projects and tasks, helps lead, mentor, and coach other IT Support Technician while also demonstrating a high level of proficiency with regards to department concepts, practices and protocols.

• Graduation from an accredited college/ university with a bachelor's degree in computer science or related field and four years of professional computer/IT technical support experience or six years of professional computer/IT technical support experience either inside or outside of a clinical environment
• A+ Hardware & Software or equivalent experience/training
• A+ Network, A+ Security, MCSA Windows 10 or equivalent certifications a plus
• Experience in network infrastructure including implementation, configuration, and maintenance
• Experience with user management technologies like Active Directory, LDAP, SSO, Group Policy, Power Shell, Scripting, etc.

• Ability to carry out assigned service requests and maintenance tasks with the need for limited supervision
• Principles, practices, and techniques in the installation, maintenance and…