Field Support Specialist

Kennedy Krieger Institute, Inc.; Baltimore, Northern (MD, KY); Hybrid; USD 57,000 - 99,000; Full time

Job summary

Kennedy Krieger Institute, Inc. seeks a Field Support Specialist to deliver advanced onsite technical support for hardware, software, network, and applications within its Baltimore region. You will resolve incidents, assist with system upgrades, and coordinate with IS teams to diagnose network issues.

You will also manage IS assets and support end-user requests, educating staff on new technologies and ensuring secure, reliable IT operations across the organization.

Qualifications

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

Responsibilities

• Collaborates with Helpdesk to respond to end-user service requests, including LAN connectivity issues, network printer configurations, intranet/internet access problems, memory upgrades, software installations, upgrades, and configurations.
• Installs and integrates local client PCs to the LAN; configures file paths and tests network printing capabilities.
• Uses imaging software to create workstation images.
• Installs proprietary and vended software applications and troubleshoots errors and conflicts.
• Manages the integrity and security of workstations, servers, software, and user files.
• Troubleshoots LAN connectivity problems, activates drops, and coordinates cable repairs.
• Researches, tests, and deploys new products and upgrades to enhance IS infrastructure.
• Works with user community to analyze needs and provide solutions.
• Educates and trains users on new technology and proprietary software supported by IS.
• Maintains IS hardware inventory and assists with procurement.
• Assists in managing IS hardware lifecycle and asset tracking.
• Recommends new technologies to improve efficiency and reduce costs.
• Assists in developing internal IS policy and procedures and plans for upgrades.

Skills

CompTIA A+ certification

ITIL certification

MCP/MCDST/MCSA certifications

Education

High school diploma, GED or equivalent

Associate’s degree in computer science or related field

Tools

EPIC

Job description

Overview

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.

Responsibilities

1. 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.


2. Installs and integrates local client PC’s to the LAN. Configures and tests file paths to appropriate servers/folders, and tests network printing capabilities.


3. Utilizes imaging software to create workstation images.


4. Installs proprietary and vended software applications. Troubleshoots and resolves error messages, and software conflicts.


5. Manages the integrity and security of workstations, various servers, server software, and user files.


6. Troubleshoots and repairs LAN connectivity problems, activates drops, and coordinates the repair of damaged or malfunctioning cable.


7. Researches, tests, and deploys new products, enterprise software releases, and upgrades used to enhance, protect, and secure the IS infrastructure.


8. Works with user community to analyze needs and provide solutions.


9. Educates and trains user community on new technology and various proprietary software applications supported by IS.


10. Organize and maintain IS hardware inventory and assist with creation and management of IS procurement needs.


11. Assists in managing the IS hardware lifecycle and ensures proper assignment and tracking of all IS assets within the inventory management system.


12. Recommends new technologies to improve system efficiencies, enhance end-user functionality, standardize systems, and reduce costs.


13. Assists in developing internal IS policy and procedures and recommends plans for hardware/software upgrades and rollouts.


14. 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.

Minimum pay range

USD $57,140.30/Yr.

Maximum pay range

USD $99,305.86/Yr.

Job Location : Street 3825 Greenspring Avenue

# of Hours 40.00

Job Locations US-MD-Baltimore

Pos. Type Regular Full Time

Department : Name Information Systems

Equal Opportunity Provider & Employer M/F/Disability/ProtectedVet