IT Field Svcs Specialist II

Harris Health; Houston (TX); On-site; USD 60,000 - 78,000; Full time

Job summary

Harris Health is seeking an IT Field Services Specialist II to serve as an escalation point for the IT Service Desk and provide hands-on support across desktops, printers, and patient-connected devices. You will collaborate with cross-functional teams and external vendors to troubleshoot, install, configure, and maintain clinical and operational technologies.

The role emphasizes proactive issue resolution, adherence to SLAs, and strong customer service through effective collaboration with

Qualifications

• Bachelor's or higher degree recommended with IT field experience.
• Experience repairing and supporting IT equipment, systems and software.
• Able to work weekends, holidays, and on-call shifts.

Responsibilities

• Provide hands-on technical support for desktop systems, printers, and end-user devices.
• Escalate and resolve issues for IT Service Desk and junior staff.
• Install, configure, and maintain clinical and operational technologies.
• Deliver exceptional customer service and adhere to SLAs.

Skills

Analytical

Customer service

Problem solving

Verbal communication

Writing

Teamwork

Education

High School Diploma

Associate's Degree

Bachelor's Degree

Tools

Microsoft 365

Intune

Co Pilot

ServiceNow

Job description

About Us

Harris Health is the public healthcare safety-net provider established in 1966 to serve the residents of Harris County, Texas. As an essential healthcare system, Harris Health champions better health for the entire community, with a focus on low-income uninsured and underinsured patients, through acute and primary care, wellness, disease management and population health services. Ben Taub Hospital (Level 1 Trauma Center) and Lyndon B. Johnson Hospital (Level 3 Trauma Center) anchor Harris Health's robust network of 39 clinics, health centers, specialty locations and virtual (telemedicine) technology. Harris Health is among an elite list of health systems in the U.S. achieving Magnet® nursing excellence designation for its hospitals, the prestigious National Committee for Quality Assurance designation for its patient-centered clinics and health centers and its strong partnership with nationally recognized physician faculty, residents and researchers from Baylor College of Medicine; McGovern Medical School at The University of Texas Health Science Center at Houston (UTHealth); and The University of Texas MD Anderson Cancer Center.

At Harris Health, we prioritize the well-being of our most valuable asset--our people--ensuring a culture of compassion, collaboration and excellence in serving Harris County's most in need. With integrity and accountability at our core, we commit to 'leading with love', embodying our dedication to quality care, education, and a steadfast respect for every individual's contribution to our mission.

Job Summary

The IT Field Services Specialist II serves as an escalation point for the IT Service Desk/Junior Staff and provides hands-on technical support throughout Harris Health. This role is responsible for ensuring the optimal performance and support of desktop systems, printers, applications, patient TVs, telecommunications systems, mobile devices, network-connected equipment, and other end-user technologies.

The specialist partners with cross-functional teams and external vendors to troubleshoot and resolve escalated issues while delivering technical support, system installation, configuration, and maintenance services for clinical, biomedical engineering, facilities, and operational technologies.

This role is committed to providing exceptional customer service through proactive issue resolution, adherence to established service level agreements (SLAs), and effective collaboration with stakeholders.

Minimum Qualifications

School Education / Work Experience / Degrees: High School Diploma (Or) GED-High School Equivalency (And) Seven (7) Years Work Experience repairing and supporting IT equipment, system and software (Or) Associate's Degree (And) Five (5) Years Work Experience repairing and supporting IT equipment, system and software (Or) Bachelor's Degree (And) Three (3) Years Work Experience repairing and supporting IT equipment, system and software

Licenses & Certifications

• Microsoft Endpoint Administrator, 365 Fundamentals (Preferred)
• HDI Desktop Support Technician: Starting January 1st, 2025, new hires need to acquire HDI Advanced Desktop Certification within 6 months of hiring. For staff hired prior to January 1st 2025, MCSE, MCDST or HDI Desktop certification is acceptable.
• Texas Driver's License

Communication Skills

Above Average Verbal Communication (Heavy Public Contact)

Writing/Correspondence

Writing/Reports

Knowledge/Skills/Abilities

Analytical: Ability to assess technical issues, identify root causes, and recommend solutions

Work Schedule: Weekends, Holidays, Flexible, Overtime, On Call

Other Requirements

Driving company vehicles must have valid drivers license and clear driving record. On call duty after 9 months of hiring.

ITSM: Understanding of IT Service Management Principles

M365, Co Pilot, Intune: Understanding of Microsoft Technologies

Microsoft 365/Intune/AI (Intermediate)

Computer Hardware including printers and peripherals (Intermediate)

Network (TCP/IP) (Intermediate)

Windows Operating System (Intermediate)

Project Management (Intermediate)

ServiceNow/Other ITSM tool (Intermediate)