IT Field Service Technician - $55k - Virtual Company
Lincoln, NE 68504
About the Job
Duties/Responsibilities:
Strategy & Planning
- Assist colleagues with onsite needs, and help colleagues create service desk tickets for other needs.
- Identify repeated issues a colleague, or colleagues, experience, and escalate appropriately for discussion and resolution.
- Work through various center-level checklists daily, weekly, monthly, annually to ensure proper operability of all IT systems that support the center’s shared services, including, but not limited to, server room condition, equipment, network equipment, computers, headsets, peripherals, printers, phones.
- Participate in effective communication practices and techniques to assure customers are properly informed and receive timely and relevant communication from IT. This includes, but is not limited to, sending a weekly correspondence letting the market leadership know the weekly schedule, and other noteworthy IT initiatives, daily team huddles, Team chat.
- Perform ongoing assessment of the customer satisfaction of market centers, understand if users are frustrated with IT equipment or processes, and escalate for discussion and resolution.
- Disseminate help sheets, usage guides, and FAQ lists for end users in the assigned market. Collaborate on new quick reference guide and/or FAQ as required.
- Focus on tasks and needs while remaining friendly and furthering a positive culture and work environment.
- Execute standard procedures, workflows, and knowledge; this means working through the documented needs of the center and communicating if changes are required.
- Adhere to our escalation process, and quickly and professionally communicate any matters of escalation to IT leadership.
- Actively manage any IT Operations tasks or tickets you have created to ensure completion. Move the ball forward in all things related to completing IT needs within the assigned market. Communicate with colleagues involved in those tickets and tasks on a regular, daily basis.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications within corporate standards.
- Enforce compliance of the IT standards, no one-off deviations at a center, etc.; each center is designed with enterprise in mind and visiting one center should be like visiting all centers.
- Participate in pilot or other testing as required to support the business.
- Any troubleshooting as required, and other reasonable task pertaining to information technology.
Required Skills/Abilities:
- Valid drivers’ license and access to a car, with the ability to drive between centers in a market daily.
- Ability to verify WAN, LAN, and Internet connectivity.
- Ability to verify / trace cabling from endpoint device to wall / jack termination, to switch port, to punch block.
- Excellent attention to detail and ability to label and implement proper cable management.
- Ability to inventory using asset tagging and labeling.
- Exceptional customer service orientation and team mindset.
- Ability to effectively communicate to customers and leadership.
- Strong understanding of the organization’s goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Ability to document and write with proper grammar and spelling.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
Education and Experience:
- Associates or bachelor's degree with two years of experience, or four years of experience in related field, preferred.
- Two or more years’ experience in health care, preferred.
- Demonstrated experience with Service Now, preferred.
- Experience in IT best practices, ITIL environment or current ITIL certification(s), preferred.
- Experience collaborating with outsourced service desk and field services vendors.
- Experience working in a team-oriented, collaborative environment.
- Previous experience supporting Sales Force, Genesys, Teams, and eClinicalWorks a plus.
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.