Field Support Technician

The Field Support Technician is an entry-level IT role that requires excellent customer service skills, a strong technical aptitude, and general knowledge and experience in computer and/or telecommunications/phone related support. The position involves performing service tasks related to cable terminations and certifications, routine equipment/device repair and replacement, configuration/set up, Help Desk and user administration services/documentation, inventory upkeep, firmware updates, software maintenance, security related protections, and assisting with problem resolution as it relates to St. Luke's Hospital and Health Network Information Technology Systems and Network Support.

Requirements

• Takes direction, functions well as part of a team, sharing workload and taking guidance on support functions from team leaders and management.
• Performs hardware/software installations, upgrades/repairs and follows on work activities.
• Troubleshoots, researches and solves technically challenging problems.
• Generates/updates appropriate documentation as per policy and procedure.
• Proactively communicates services, changes and procedures with customers and teams.
• Performs technical services related to various technology support functions (i.e. Cable installation, termination testing & certification performing cable installation, PC/Printer hardware/software installation, upgrades, replacement and repair).
• Makes technical modifications under Change Management Program guidelines, prior to release into a production environment.
• Generates timely and accurate updates to Work Order Dispatch/tracking Applications.
• Creates appropriate documentation as per policy and procedure, including equipment configurations, mapping, inventory, processes and service records.
• Creates/routes reports as required by management and regulatory agencies.
• Maintains current knowledge of technology by attending appropriate continuing education training/seminars and reading related periodicals.
• Rotates periodically with Incident Management 24x7 hospital On Call support team.