Job description
GENERAL SUMMARY: Reporting to the Field Services Manager, the Field Technician II provides Level 2 IT support to end users remotely and desk side primarily for user IT issues including desktop, mobile, and telephony. The Technician interacts with customers to gather and document information, analyze the situation, triage, troubleshoot, and provide guidance to problem resolution, and when necessary forward/assign the issue to the appropriate next levels of IT support. The Technician will utilize common IT tools like a ticketing database, knowledge database, and remote control tools in performing these functions.
ESSENTIAL DUTIES:
- Responsible for day-to-day maintenance, cable management, asset management, and cleaning of customer PCs, peripherals, and related hardware.
- Assists users with PC and peripheral related problems and requests.
- Assists Field Technicians in learning to troubleshoot and Beaumont processes and procedures
- Performs installation, configuration and upgrade tasks.
- Helps to monitor equipment asset levels.
- Completes updates on service tickets.
- Communicates to Sr and Lead Field Technicians on status of technical problems.
- Continually works to meet or exceed Customer Service Level (SLA) commitments.
- On-call support coverage as needed, in scheduled rotations.
- Other duties as assigned by leadership.
STANDARD QUALIFICATIONS
- HS diploma required, Associates degree, or a combination of related experience preferred, especially in healthcare settings.
- 2-5 years of experience with technical support of PC Hardware, end user devices, Windows OS, Microsoft Office, etc.
- CompTIA A+ or MCSE. Microsoft MCTS in Windows 7 and/or Windows 10 preferred. Dell/Lenovo hardware certification preferred.
Other Qualifications:
- Analytically inclined with attention to detail and accuracy
- Ability to work independently
- Ability to work under pressure and prioritize work
- Beaumont Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
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