IT Field Support Engineer

Catch Talent; Knoxville (TN); On-site; USD 42,000 - 60,000; Full time

Job summary

Catch Talent is seeking an IT Support Engineer to join a healthcare IT support team in Knoxville, TN. The role involves on-site visits to area locations, imaging PCs, configuring devices, and deploying applications. A strong customer-service mindset and ability to work independently are essential.

The candidate will manage IT tickets, troubleshoot issues, and escalate when needed while maintaining documentation in the ticketing system. Travel and a valid driver’s license are required.

Qualifications

• Two years of professional experience imaging computer hardware.
• Experience with VLANs, switches, and basic firewall configuration.
• Knowledge of Windows 10 and standard networking protocols.
• Experience with printer logic and printer setup.
• Travel and a valid driver's license required.

Responsibilities

• Perform visits to area locations to provide on-site technical support.
• Handle incoming service calls to satisfactory completion or escalate as needed.
• Document customer requests in the call-tracking system and follow up on actions.
• Troubleshoot, diagnose, resolve, and document technical problems.
• Assist with imaging PCs, configuring devices, and uploading applications.
• Support a team focused on desktop imaging and network infrastructure.

Skills

Imaging hardware

VLANs & switches

Firewalls

Network switches

Printer logic

Windows 10

Networking protocols

Zendesk

TeamViewer

Remote tools

Customer service

Valid driver's license

Tools

Zendesk

TeamViewer

Job description

Our client is a leader in the healthcare space, and their IT support team is growing in

the Knoxville, TN area!

Responsibilities:

Performs visits to area locations to provide on-site technical support in accordance with Information Systems policies and procedures. Handles all incoming service calls to a satisfactory completion or escalating to appropriate next-level support when necessary. This individual must be able to travel as necessary, be self-motivated, and be able work independently or with little supervision. As an IT Support Engineer, you will be joining a desktop imaging tech team to help support a large agency provider of mental and behavioral health services. When needed you will be responsible for device configuration, uploading applications, and imaging PC’s, placing switches.

IT Ticket Support-

Manage and monitor problem ticket threads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. Also document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions. Provide feedback on issues for the team’s knowledge database. Keep customers informed of progress and status of calls/tickets. Interact with customers and co-workers to diagnose and resolve problems. Troubleshoot, analyze, resolve, track, elevate and accurately document various technical problems. Follow prescribed guidelines and official Standard Operating Procedures. Respond to customers in a friendly and

professional manner. Ensure that all responses given are technically accurate.

Qualifications/Experience:

• Prior hands-on experience imaging computer hardware.
• Working knowledge of VLAN’s and switches. Experience configuring Firewalls,
• Network Switches is a plus.
• Working with Printer Logics is a plus.
• 2 years of professional experience providing desktop hardware and software
• break/fix support, printer setup/support, antivirus software deployment.
• 3+ years of experience with PC hardware unboxing, tagging & verification, and
• Knowledge of Windows 10 operating systems and standard networking
• protocols.
• Have the flexibility to work overtime hours on an as-needed basis.
• Possess an energetic and friendly customer service personality.
• Travel is required. Valid driver’s license is required.
• Knowledge of ticketing system such as Zendesk is a plus.
• Knowledge of Team Viewer and other remote tools is a plus.