Caregiver Field Support

Intermountain Health Primary Childrens Hospital

Full time

R183703

Provide accurate, timely, and creative solutions to Caregiver computer hardware, peripherals, printers, operating systems, software applications, networking, telecommunications, and video conferencing issues. Assist and coordinate with other Intermountain, Vendors and DTS teams when on-site troubleshooting and evaluation is needed. Primarily responsible for providing direct customer support, answering questions, providing feedback, resolving customer incidents and fulfilling service requests according to Service Level Agreements.

This position must also promote the mission, vision, and values of Intermountain, while abiding by service behavior standards. Must have the ability to work rotating shifts and prolonged shifts for up to 12 hours.

Monday through Friday 5X8 shifts, or a 4X10 shift is available

Primary Children's Hospital-81 N. Mario Capecchi Drive, Salt Lake City, UT 84113

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On call work is expected every 6 to 8 weeks (for one week at a time) for covering the on-site portion of our facilities when needed. Also, once to twice per year each technician is assigned to be on call for the region for a week at a time.

• Works most tickets daily to resolves typical computer issues; while following listed procedures and responding to messages according to priority schedule.

• Monitor, troubleshoot and resolve system issues. Adequately documents resolution to issues in ITIL ticketing system. Maintains and updates knowledge base.

• Keeps user base informed of systems changes (i.e., software/hardware upgrades, planned down times, system unavailability).

• Disseminates information to Digital Technology Services and caregiver base when appropriate, while updating support staff regularly on the status of projects, incidents, service requests and system changes.

• Supports new and existing systems while keeping abreast of technology changes.

• Participates as the primary agent in the setup and implementation of desktop systems, which includes, but not limited to, hardware, software, network connectivity, telecommunications and backup systems.

• Implements enterprise defined security policies (hardware and software) and assists in the monitoring of compliance for users, systems and devices.

• CFS support need a combination of technical knowledge and communication skills to troubleshoot issues and guide users through solutions. Some skills that are important for CFS support include:

• Strong ability to diagnose and resolve technical issues, both simple and complex, while also work on complex problems and finding solutions.

• Proven communication skills, to clearly explain instructions to clients and colleagues with different levels of technical expertise

• Able to handle difficult customers with professionalism, courtesy, patience, and respect, while working well in a team environment, communicate effectively with peers, and share knowledge.

• Deep understanding of hardware, software, networks, and systems.

• Strong research, organizational and analytical skills as well as the ability to teach users.

• Demonstrated ability to solve complex, multi-disciplinary problems in a graceful and sensitive manner.

• Ability to successfully function in a fast paced, service-oriented environment.

• Bachelor’s Degree in Information Systems

• 2 years of work experience in a related support field.

• Certifications CompTIA a Plus, CompTIA Network Plus, Microsoft Certified Technology Specialist (MCTS),…