SR FIELD SERVICES TECHNICIAN

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Day - 08 Hour (United States of America) This is a Stanford Health Care job.

A Brief Overview

The Field Services Technician II is responsible for providing work direction to field technicians responsible for onsite installation, configuration, repair, and maintenance for a variety of end user and network devices at SHC locations across the San Francisco Bay Area.

The Field Services Technician II will additionally provide L2 / L3 support as required and work with the SHC Service Desk and desktop engineering teams to identify and remediate recurring issues

Locations

Stanford Health Care

What you will do

• Monitor technician activity across SHC field locations, optimizing support and providing escalated technical assistance as required.
• Work with desktop and network engineering and network teams to identify, diagnose, and resolve recurring incidents in the field.
• Resolve escalated service delivery issues and interact regularly with IT customers, including communicating issues to the appropriate internal stakeholders, and support communications to the field regarding service delivery issues.
• Perform root cause analysis on recurring issues and communicate results with desktop engineering, network engineering, and service desk teams.
• Provide service and customer support during field visits or dispatches, representing SHC IT in a professional and businesslike manner.
• Oversee all onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.
• Oversee onsite initial basic network troubleshooting, port activation and deactivation at SHC locations.
• Oversee onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.
• Assist field technicians with diagnosing problems before arrival, determining needed parts and documentation to minimize down time and multiple trips.
• Determine whether OEM parts or assistance is required and coordinate OEM vendor parts or assistance as required.
• Provide technical support and setup during special events at SHC locations such as conferences.
• Complete accurate and timely updates in Asset Management tracking system.
• Maintain and track asset data including but not limited to warranty, license, and maintenance information for technology service assets across the SHC environment.
• Coordinate and manage asset audits and manage exceptions through a remedial action management process.
• Ensure process compliance by managing the remedial / corrective action management process for any breaches that occur throughout the lifecycle.
• Ensure equipment is per the defined SHC standards
• Work closely and build relationships with SHC vendors. Participate in gathering bids for large purchases and assist management in negotiating better pricing.
• Consult with Project Managers for procurement of IT hardware for projects and manage procurement

Education Qualifications

Four year college degree or advanced certifications (e.g. Microsoft Office Specialist (MOS) Expert or Master, Microsoft Certified Solutions Associate : Office 365

Experience Qualifications

Five (5) years of related work experience; experience in a healthcare IT environment preferable.

Required Knowledge, Skills and Abilities

• Experience troubleshooting, repairing and supporting the following (or similar) :
• Windows 7, Windows 8, and Mac operating systems, as well as common applications (e.g., MS Office, Outlook, VPN);
• HP, Dell, Tangent, and Apple desktop / laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 hardware systems required;
• Apple (iPad) and other common tablet computing devices;
• Printers, monitors, external hard-drives, network interface cards, etc.;
• Cisco routers (e.g., 36XX, 76XX, ASR 1XXX);
• Cisco switches (e.g., Catalyst, Nexus);
• Cisco wireless access points (e.g., Aironet);
• Associated networking devices (e.g., LAN Controllers, WAN Optimizers)
• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ required
• One or more of the following certifications preferred : CCIE, CCNA, CCNP, CCDE, CCDP, CCSP, CCVP
• Excellent customer service orientation and verbal communication skills; ability to work in the field with accuracy and minimal direction.

Licenses and Certifications

DL - Driver’s License Any US State .

These principles apply to ALL employees :

SHC Commitment to Providing an Exceptional Patient & Family Experience

• Know Me : Anticipate my needs and status to deliver effective care
• Show Me the Way : Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me : Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment.

Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and / or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above.

People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply.

Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale : Generally starting at $41.25 - $53.63 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

This pay scale is not a promise of a particular wage.