IT Asset Field Support Associate

Fairview Health Services; Minneapolis (MN); On-site; USD 52,000 - 72,000; Full time

Job summary

Fairview Health Services is seeking an IT Asset Support Associate to own and support IT assets across our healthcare network. You will handle imaging, deployment, troubleshooting, onboarding, and asset-related incidents with a focus on delivering timely and friendly service to end-users.

The role requires strong communication, on-site work across multiple sites in Minneapolis, basic networking knowledge, and the ability to work on-call.

Qualifications

• Information Technology Program Certificate and/or equivalent work experience.
• Reliable personal transportation to perform work at multiple sites during a scheduled shift.
• Ability to work on call.
• Strong customer service and communication skills.
• Strong prioritization and problem-solving abilities.
• Team oriented with strong interpersonal skills.
• Proven ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotional critical situations.
• Basic knowledge of networking.
• 1 year direct IT support (Service Desk or Hardware Support) experience.
• Driver's License

Responsibilities

• Take ownership of technical issues related to IT assets, ensuring high levels of client satisfaction through effective communication and prompt resolutions.
• Respond to escalated requests from the Service Desk regarding endpoint devices and IT asset-related issues via telephone, email, and on-site support.
• Execute or support the imaging, installation, deployment, and troubleshooting of IT assets such as desktops, laptops, mobile devices, printers, and peripherals, including upgrades and replacements, on a project or individual basis.
• Manage thorough and timely setup of IT assets for new and existing end-users, ensuring compliance with company standards.
• Coordinate with cross-functional technology teams to troubleshoot, diagnose, and resolve IT asset-related issues promptly, ensuring proper escalation and hand-off when necessary.
• Document, track, and monitor IT asset requests, problems, and actions per defined processes to ensure timely resolution and high levels of end-user satisfaction.
• Provide first-level cabling configuration and support for network and phone issues, including tasks such as punch-downs and cable patching, as related to IT assets.
• Assist with audit activities by providing accurate IT asset records, data, and adherence to established policies and processes.
• Advocate for and enforce established IT asset management processes and policies across technology teams and business units.
• Contribute to the creation, execution, and maintenance of best-in-class IT asset management processes to ensure timely response, fulfillment, and user satisfaction.
• Work with management to document and refine IT asset-related processes, procedures, and tools for improved efficiency and effectiveness.
• Offer subject matter expertise and support to enhance IT asset management procedures, anticipate end-user needs, and align with organizational goals.
• Participate in on-call rotation outside of normal business hours if required.
• Perform work at multiple Fairview sites and transporting equipment as needed within a scheduled shift.

Skills

Customer service

Communication

Problem-solving

Teamwork

On-call readiness

Urgency handling

Time management

Reliable transportation

Education

Information Technology Program Certificate

Associate of Science in IT or equivalent

Tools

Service Now

Job description

Job Overview

The IT Asset Support Associate is responsible for managing and supporting IT assets across the organization. This role requires a proactive individual who can take ownership of technical issues, ensuring high levels of client satisfaction through effective communication and prompt resolutions.

Responsibilities

• Accountability & Ownership: Take ownership of technical issues related to IT assets, ensuring high levels of client satisfaction through effective communication and prompt resolutions.
• Incident & Request Management: Respond to escalated requests from the Service Desk regarding endpoint devices and IT asset-related issues via telephone, email, and on-site support.
• Asset Deployment & Troubleshooting: Execute or support the imaging, installation, deployment, and troubleshooting of IT assets such as desktops, laptops, mobile devices, printers, and peripherals, including upgrades and replacements, on a project or individual basis.
• Onboarding Support: Manage thorough and timely setup of IT assets for new and existing end-users, ensuring compliance with company standards.
• Collaboration: Coordinate with cross-functional technology teams to troubleshoot, diagnose, and resolve IT asset-related issues promptly, ensuring proper escalation and hand-off when necessary.
• Documentation & Monitoring: Document, track, and monitor IT asset requests, problems, and actions per defined processes to ensure timely resolution and high levels of end-user satisfaction.
• Cabling & Network Support: Provide first-level cabling configuration and support for network and phone issues, including tasks such as punch-downs and cable patching, as related to IT assets.
• Audit Support: Assist with audit activities by providing accurate IT asset records, data, and adherence to established policies and processes.
• Policy Champion: Advocate for and enforce established IT asset management processes and policies across technology teams and business units.
• Process Improvement: Contribute to the creation, execution, and maintenance of best-in-class IT asset management processes to ensure timely response, fulfillment, and user satisfaction. maybe
• Strategic Collaboration: Work with management to document and refine IT asset-related processes, procedures, and tools for improved efficiency and effectiveness.
• Continuous Improvement: Offer subject matter expertise and support to enhance IT asset management procedures, anticipate end-user needs, and align with organizational goals.
• On Call: Participate in on-call rotation outside of normal business hours if required.
• Mobile: Responsible for performing work at multiple Fairview sites and transporting equipment, as needed within a scheduled shift.

Required Qualifications

• Information Technology Program Certificate and/or equivalent work experience
• Reliable personal transportation to perform work at multiple sites during a scheduled shift
• Ability to work on call
• Strong customer service
• Strong oral and written communication skills
• Strong prioritization and problem-solving
• Team oriented with strong interpersonal skills
• Proven ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotional critical situations
• Basic knowledge of networking
• 1 year directl applicable IT support (Service Desk or Hardware Support) experience
• Drivers License

Preferred Qualifications

• Associate of Science or equivalent work experience with focus on Information Technology/Systems related technical field
• 1 year 1 year of working in an enterprise (10,000+ users) and/or healthcare environment
• Knowledge of supporting iOS and Android
• Knowledge of IP phones
• Familiar with IT ticketing system such as Service Now
• A+, Network+

Benefit Overview

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link for additional information: https://www.fairview.org/careers/benefits/noncontract

Compensation Disclaimer

An individual's pay rate within the posted range may be determined by various factors, including skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization prioritizes pay equity and considers internal team equity when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status