IT Field Technician

General Description and Function :

PRISM North Texas’s IT Field Technician role is responsible for providing remote, deskside, and onsite IT service desk support to resolve technical issues as well as providing a world class client experience daily. IT Field Technicians follow documented policies and procedures to effectively set correct ticket priority, then work to resolve issues in accordance with our standard escalations process either remotely or onsite in our clinics.

Responsibilities

Specific Responsibilities of the Job :

Troubleshoot and resolve basic desktop, software, network and server issues

• Assist users with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, and software
• Provide fast and friendly support for clinical End Users, Providers, and Executives
• Maintain availability in service desk call queue to ensure minimal hold times
• Responsible for creating and maintaining high quality, detailed documentation
• Offer guidance on technology use and best practices
• Process Active Directory user account adds / removes / change
• Work with vendor representatives to resolve software and hardware issues
• Perform basic virus remediation where required
• Onboard computers and perform repeatable script-based troubleshooting
• Actively assist on projects (Office Setups, Mass PC deployments etc.) under supervision
• Notify IT Management when outdated equipment causes repeated issues
• Document all work on service tickets and projects in real time within ticketing system to published standards
• Respond to client requests promptly in accordance with published SLAS, then communicate promptly throughout ticket lifecycle to maintain a high degree of client satisfaction
• Set proper expectations for client follow up and follow through on all commitments
• Perform on-site technical and customer service support, to include :

Emergency / unscheduled repairs of clients’ on-site technical systems and equipment

Report design, reliability, and maintenance problems or bugs to appropriate technical support team

Required Skills

Required Knowledge, Skills and Abilities :

Job Requirements :

Education and Experience :