Field Services Tech I

Tower Health; Phoenixville (Chester County); On-site; USD 48,000 - 65,000; Full time

Job summary

Tower Health is seeking a Field Services Technician I to be fully onsite at Phoenixville Hospital. You will report to a Field Services Supervisor and collaborate with field technicians and IT groups to support the end user computing environment across the enterprise.

You will install, maintain, and troubleshoot hardware and software to enhance productivity, adhering to SLAs for on-site and on-call support. Strong documentation in the ITSM platform is required.

Qualifications

• High School Diploma or GED required; education alternatives considered with relevant experience.
• IT-related degree is a plus; willingness to pursue relevant trainings.

Responsibilities

• Supports the health system's end user computing environment across the enterprise.
• Analyzes workflows to implement, maintain, and troubleshoot hardware/software for end user devices.
• Performs installation, maintenance, and troubleshooting to enhance productivity and integration.
• Provides first level support with adherence to documented SLAs for on-site and on-call support.
• Manages endpoints in a complex environment, from PCs to mobile devices, with hands-on problem solving.
• Documents incidents and resolutions in the IT Service Management platform in a timely manner.

Skills

Analytical Skills

Change Management

Computer Skills

Customer Service

Detail Oriented

Excellent Communications Skills

Excellent Interpersonal Skills

Listening Skills

Medical Terminology

Microsoft Office

Multitasking

Organizational Skills

Problem Solving

Service Orientation

Strong Team Player

Education

High School Diploma or GED

IT-related Associate's or Bachelor's degree is a plus

Job description

Job Summary

This position is fully onsite at Phoenixville Hospital.

Reporting to a Field Services Supervisor, and collaborating with other Field Services Technicians and IT groups, the Field Services Technician I supports the health system's end user computing environment across the entire enterprise.

The technician analyzes situational workflow and processes to implement, support, organize, modify, or otherwise maintain the health system's computer systems as they relate to end user devices. This includes installation, maintenance, and troubleshooting of hardware and software which enhance productivity and the integration of these products into the departmental and Information Systems environment.

The position entails first level support with regards to troubleshooting and problem resolution. The technician's adherence to standardized Service Level Agreements for both on-site and on-call support is of the utmost importance. The technician is expected to manage endpoints within a complex and varied environment ranging from the traditional PC based workstation to hand-held mobile devices. This role is hands-on and will require placement and movement of devices, on the spot troubleshooting skills, and unwavering support for a standards-based end user centric approach. Expectations include clear and concise documentation be updated within the IT Service Management platform relative to incident or request resolution in a timely manner.

#LI-AH1

Qualifications

Education Requirements

• Completes and maintains all competencies and trainings as required for role.
• High School Diploma - OR - GED - OR - Relevant experience may be considered in lieu of education
• IT-related Associate's or bachelor's degree is a plus

Experience

• Strong IT aptitude coupled with analytical thinking and troubleshooting skills
• Relevant experience providing IT support is a plus

Certification and Licensure

• Current Valid Driver's License

Required Skills

• Analytical Skills
• Change Management
• Computer Skills to include use and navigation
• Customer Service Skills
• Detail Oriented
• Excellent Communications Skills
• Excellent Interpersonal Skills
• Good Reasoning Skills
• Listening Skills
• Medical Terminology
• Microsoft Office Applications
• Multitasking
• Organizational Skills
• Problem Solving Skills
• Service Orientation
• Strong Team Player

Overview

Tower Health, a regional healthcare system, serves communities across multiple counties in Pennsylvania. Its network includes Reading Hospital, Phoenixville Hospital, Pottstown Hospital, and St. Christopher's Hospital for Children (in partnership with Drexel University). Committed to academic medicine and training, Tower Health offers various programs, including residency and fellowship programs, the Drexel University College of Medicine at Tower Health, and the Reading Hospital School of Health Sciences. Additionally, the system provides a wide range of healthcare services, such as Reading Hospital Rehabilitation at Wyomissing, home healthcare via Tower Health at Home, TowerDirect ambulance and emergency response, Tower Health Medical Group, Tower Health Providers (a clinically integrated network), and Tower Health Urgent Care facilities across its service area.