IT Field Support Technician – Hospital at Home - South Shore Health

Job Description Summary

The H&H Field Support Technician is responsible for the following:Manage current health inventory (Equipment), Manage all logistics and support for IT equipment, Install Power Backup devices (UPS) and ensure current health Kit delivery, setup, and retrieval of equipment from Patient's home.The field support technician is also responsible for sending back the Kits to Current Health for processing and cleaning. The H&H Field Support Technician position also reports to the Supervisor of IT Field Support Services and is responsible for providing first level on site desktop support throughout the health system. Responsibilities include taking ownership of on-site desktop support requests at one of the health systems locations and working them to closure. Resolving desktop break fix issues and assisting on, or conducting moves, adds and changes as directed. The H&H Field Support Technician will fully document all work done and resolutions real time in the health systems ticketing system. When appropriate create or update support documents to better prepare the team on support issues. The H&H Field Support Technician should have the ability to assess onsite service requests and resolve or escalate issues that impact end user workflow. The H&H Field Support Technician should be able to clearly demonstrate knowledge of desktop hardware and software support tools and technologies.

Job Description

Job Responsibilities:

• Work with Manager of IT Field Support Services or Lead Analyst to complete scheduled daily work assignments within the Field Support team.

• Determine and escalate the problems or issues when required in a timely manner.

• Monitor field service desktop support queue taking ownership of problems and work requests till closure.

• Keep current on industry support tools and standards that are in alignment with Desktop support functions.

• Communicate the need for ordering IT equipment and appropriate spares where applicable.

• Participate in, and support moves, adds and Changes as directed.

• Ensure that the CMDB inventory database is current at all times when equipment is removed from stock, deployed or retired for all work conducted.

• Respond to inquiries from colleagues, and IS Leadership in a timely manner.

• Drive down open ticket volumes.

• Complete assigned tasks in a timely manner.

Job Requirements:

Minimum Education - Preferred

Associate’s degree or technical certification in computer science, Information Technology or other technical field preferred. 

Microsoft certification or experience preferred.

Minimum Work Experience

1-3 years of Desktop support experience.

Demonstrated experience supporting enterprise desktop environments and related infrastructure in a Healthcare setting.

Required additional Knowledge and Abilities

• Proven skills in the support of various desktop and mobile device platforms.

• Experience with support and maintenance of Windows-based desktop operating systems (Windows 7/10)

• Support skills with various desktop hardware equipment (Dell, HP, Lenovo), printers, mobile devices / smartphones (Apple and Android based)

• Ability to effectively communicate with end users, (nurses, physicians, and other executives) to extract pertinent information needed to resolve issues.

• Flexible team player with ability to complete tasks as assigned.

• Willingness to continue technical and professional development in line with Desktop Support functions

• Personal transportation for local travel between SSHS sites.

• Participate in on-call coverage as assigned.

• Ability to modify work schedule as business requirements change.