Field Services Analyst

Corewell Health; Southfield (MI); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a dedicated Field Services Technical Analyst to provide exceptional Level 2 IT support to end users. In this role, you will troubleshoot and resolve user telephony and PC issues, while also maintaining hardware and assisting team members in their learning processes. Your contributions will directly impact customer satisfaction and service level commitments. If you are passionate about technology and customer service, this opportunity is perfect for you to grow your skills in a collaborative environment.

Qualifications

• 2 years of relevant experience in IT support.
• Experience with client and medical technologies preferred.

Responsibilities

• Provide Level 2 IT support remotely and deskside.
• Assist users with phone, computer, and peripheral-related issues.

Skills

IT Support

Troubleshooting

Customer Service

Technical Documentation

Education

Associate's Degree / Technical School

Bachelor's Degree

Tools

Ticketing Database

Remote-Control Tools

Job description

Job Summary

Reporting to the Field Services Manager, the Field Services Technical Analyst provides Level 2 IT support to end users remotely and deskside, primarily for user telephony and PC issues. The Analyst 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 support. The Analyst will utilize common tools like a ticketing database, knowledge database, and remote-control tools in performing these functions.

Essential Functions

1. Responsible for day-to-day maintenance, cable management, asset management, and cleaning of customer phones, computers, peripherals, and related hardware.
2. Assists users with phone, computer, and peripheral-related problems and requests.
3. Assists team members in learning to troubleshoot processes and procedures.
4. Performs installation, configuration, move, and upgrade tasks.
5. Helps to monitor equipment asset levels.
6. Completes updates on service tickets.
7. Communicates to senior and lead team members on the status of technical problems.
8. Works to meet or exceed Customer Service Level (SLA) commitments.
9. Provides on-call support as scheduled (once every 4 weeks).
10. Performs other duties as assigned by leadership.

Qualifications

Required

• Associate's Degree / Technical school or equivalent
• 2 years of relevant experience in the field

Preferred

• Bachelor's Degree or equivalent
• 3 years of relevant experience in the field
• Experience supporting client, clinical, and medical technologies and systems
• Experience in event correlation/log analysis, failure analysis/reporting, root cause analysis, risk assessment, and troubleshooting