Field Support Specialist

Kennedy Krieger Institute; Baltimore (MD); On-site; USD 57,000 - 99,000; Full time

Job summary

Kennedy Krieger Institute in Baltimore, MD is seeking a Field Support Specialist to deliver advanced on-site technical support for hardware, software, network, and applications across our IS environment.

You will troubleshoot incidents, support system upgrades and rollouts, coordinate with IS teams to resolve network issues, manage hardware lifecycles, and assist end-users with business applications and IT troubleshooting to improve service reliability.

Qualifications

• Four years of formal information technology, desktop support, customer support, customer service, or technology management experience.
• Experience working in a healthcare setting is preferred.
• Technical EPIC support experience preferred.

Responsibilities

• Provides advanced onsite hardware, software, network, and applications support within an assigned region.
• Troubleshoots incidents and supports system upgrades and rollouts.
• Coordinates with IS teams to diagnose network issues and manages IS assets and hardware lifecycles.
• Educates and trains user community on new technology and proprietary software supported by IS.
• Escalates unresolved problems and updates notes in the IS Ticketing System.

Education

High school diploma

Associate’s degree in computer science or related field

CompTIA A+ certification

ITIL certification

MCP, MCDST, and/or MCSA certification

Job description

The Field Support Specialist provides advanced onsite technical support for hardware, software, network, and applications within an assigned region. This role is responsible for troubleshooting and incident resolution, supporting system upgrades and rollouts, coordinating with IS teams to diagnose network issues, managing IS assets and hardware lifecycles, and responding promptly to Helpdesk requests related to business applications and system issues.

• Collaborates with the Helpdesk to respond to and resolve end-user service requests, including but not limited to, LAN connectivity issues; network printer configurations; intranet/internet access problems; memory upgrades; performing software installations, upgrades, and configurations; network device and peripheral installations, upgrades, and configurations; troubleshooting and replacement of motherboards, memory, hard drives, sound cards and other components; activation of network drops; and assisting with departmental moves.
• Installs and integrates local client PC’s to the LAN. Configures and tests file paths to appropriate servers/folders, and tests network printing capabilities.
• Utilizes imaging software to create workstation images.
• Installs proprietary and vended software applications. Troubleshoots and resolves error messages, and software conflicts.
• Manages the integrity and security of workstations, various servers, server software, and user files.
• Troubleshoots and repairs LAN connectivity problems, activates drops, and coordinates the repair of damaged or malfunctioning cable.
• Researches, tests, and deploys new products, enterprise software releases, and upgrades used to enhance, protect, and secure the IS infrastructure.
• Works with user community to analyze needs and provide solutions.
• Educates and trains user community on new technology and various proprietary software applications supported by IS.
• Organize and maintain IS hardware inventory and assist with creation and management of IS procurement needs.
• Assists in managing the IS hardware lifecycle and ensures proper assignment and tracking of all IS assets within the inventory management system.
• Recommends new technologies to improve system efficiencies, enhance end-user functionality, standardize systems, and reduce costs.
• Assists in developing internal IS policy and procedures and recommends plans for hardware/software upgrades and rollouts.
• Escalates unresolved problems and updates notes in IS Ticketing System.

QUALIFICATIONS

• CompTIA A+ certification required.
• ITIL certification preferred.
• MCP, MCDST, and/or MCSA certification preferred.

EDUCATION

• High school diploma, GED or equivalent required.
• Associate’s degree in computer science or related field preferred.

EXPERIENCE

• A minimum of four years of formal information technology, desktop support, customer support, customer service, or technology management experience required.
• Experience working in a healthcare setting is preferred.
• Technical EPIC support experience preferred.

USD $57,140.30/Yr.

USD $99,305.86/Yr.