Facility: Kennestone Hospital

Job Summary:
Functions under the direction of the Manager IT Field Service Supervisor. Sr. IT Field Support Technician provides advanced system-level support of multi-user clinical and financial applications, and expert technical support through direct contact with end users. The Sr. IT Field Support Technician will also lead process development projects working closely with other technicians (both in applications and technical services) to document support requirements, develop new scripts, and train other IT Field Support Technicians.
Requires advanced knowledge of several systems, applications, and technology. Must also be able to deliver excellent customer service requiring strong communication skills to ensure a high percentage of problem resolution and customer satisfaction. Works with outside departments to understand end user support requirements, educate and train on current applications. Works with other members of the Information Technology staff, clinical departments and other WHS personnel to accomplish IT Service Management and Delivery goals.
The Sr. IT Field Support Technician improves desktop hardware and software processes and supports critical business strategies by managing the installation, maintenance and repair of desktop related equipment. Works with technical staff to ensure that client specifications are met. Familiar with a variety of Field Service concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. A wide degree of creativity and latitude is expected. Reports to the IT Field Service Supervisor. All other duties as assigned.
Core Responsibilities and Essential Functions:
Provides advanced expert level break/fix support with specific expertise in one or more of the following areas: networked and non-networked hardware (i.e. desktop computer, mobile computers, printers, peripherals and WAN/LAN devices.)
- Provides advanced technical assistance and maintenance support to end users including, but not limited to, serving as primary second tier support, and first tier support, when assigned.
- Identifies, triage, research and resolve complex system/application incidents in a timely manner.
- Responsible for local site inventory process control
- Proficient in several clinical applications so as to act as the system expert and liaison to end-users; or proficient in several financial/administrative applications so as to act as the system expert and liaison to end users; or proficient in technology (servers, networks, desktops, etc) so as to act as the system expert and liaison to end users.
- Demonstrates the ability to learn and improve troubleshooting skills by actively participating in education programs and scoring above average on competency tests.
- Performs 2nd tier support for systems (see skills above)
- Demonstrates courteous customer service support to all callers receiving high customer satisfaction results.
- Escalates problems to the proper person/groups in a timely manner.
- Manage Severity 1 situations, issues and communication as required and facilitate coordination of activities and timely status, sometimes under stressful conditions.
- Service should be consistent with or better than service level agreements.
- Provide a high level of productivity for total incidents handled
- Responsible for second-level network connectivity maintenance.
- Completes of assignments on time whether assigned directly or at the department level.
- Assists with the development and maintenance of service level agreements (SLAs) and follows up with customers.
- Evaluates new operating systems, patches, and enhancement packs for the desktop/network environment, including printing/firmware/IOS, etc.
- Implements WellStars desktop image processes, technologies etc.
- Creates/Maintains WellStars user community print driver delivery mechanism.
- Disposes of discarded/un-repairable equipment following WellStars disposal procedures. (Inventory, Safety, etc.) Completes problem resolution, work orders including critical problems in a timely manner (following SLAs), updating client of status and maintaining work schedules and appointments with the user.
- Clearly documents system/application/hardware support issues and resolutions in the call tracking system for of all assigned support calls.
- Properly documents all work orders and problem calls in tracking system, while in work and once completed. A constant chain of documentation for current user status.
- Escalates problems to the proper person/groups/management.
- Identifies/Implements corrective action to desktop services chronic support issues.
- Responsible as first escalation point for IT Field Support Technicians (Tier III capacity).
- Responsible as alternate escalation for IT Service Desk for escalated incidents and requests.
- Provides status reports on time or in a timely manner to IT Field Services Supervisors. Responsible for the management of Field Services resources within the time requirements of Service Level Agreements (SLAs).
- Manages regionally defined area/quadrant of WellStar Health System.
- Manages regionally defined team of IT Field Support Technicians.
- Manages allocated hardware resources of the defined region. Actively supports and develops IT policies, procedures and documentation.
- Assists in the creation and maintains standards as they relate to delivery of network services.
- Responsible for documenting changes to environment (i.e. hardware movement, installation, removal, etc.).
- Responsible for maintaining inventory of standard hardware/local software by utilizing the current inventory/database/asset system.
- Validates and maintains technical documentation in conjunction with fellow IT Field Support Technicians. Enhance professional growth and development through education programs, workshops or other educational opportunities that may be presented. Assists in the training of staff. Keeps abreast of current events.
- Responsible for staying current with system wide IT initiatives thru attendance and/or involvement in all relevant forums.
- Demonstrates the ability to learn and improve troubleshooting skills by actively participating in education programs.
- Attends regular departmental and Towne Hall meetings, and promote/exemplify excellent customer service as aligned with WellStars Standards of Gold.
- Creates training documentation that is user friendly, detailed and precise.
Required Minimum Education:
Bachelor's Degree in computer science (or related field) Required or
equivalent experience. Required
Required Minimum License(s) and Certification(s):
All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):
Required Minimum Experience:
Minimum 6 years in customer service, field service, networking, local software/hardware and operating system support Required and
Prior experience in managing a large-scale environment utilizing multiple operating systems levels and applications Required and
Experience should include providing application/technical support, development/upgrades, and maintenance, with a proven ability to design and trouble shoot solutions. Required and
Experience in process improvement projects Preferred
Required Minimum Skills:
Functional expertise of desktop operating systems and hardware.
Functional expertise of Local/Network printers/printing, and peripherals (i.e. Scanners, etc.).
Functional expertise of desktop applications (i.e. Internet browsers, Email clients, and Microsoft Office products, etc.).
Functional expertise of desktop hardware (Thick and Thin Client products).
Functional expertise of networking (i.e. Microsoft, Cisco, etc.).
Functional knowledge of network connectivity, infrastructure terminology, and wired/wireless support.
Strong communication and customer relation skills.
Must be able to communicate and work well in a team environment.
Strong leadership skills to provide direction, education, and assistance to associate Field Service Technicians.
Self-motivator and task oriented individual capable of working well with minimal supervision.
Multitasking and problem resolution skills required.
Sound judgment and analytical abilities.