Tech Field Support III

100 Albany Med Health System; West Windsor (NJ); Hybrid; USD 59,000 - 89,000; Full time

Job summary

Albany Med Health System seeks a Tech Field Support to provide onsite and remote IT help desk support in the United States. The role escalates issues, owns resolutions, and ensures exemplary customer service to Albany Med staff.

Responsibilities include desktop troubleshooting, installing equipment, and collaborating with IT teams; the position may involve on-call rotation and adherence to SOPs.

Qualifications

• Experience providing field IT support onsite and remotely.
• Strong customer service and communication skills.
• Ability to troubleshoot desktops, printers, and peripherals.
• Follows documented procedures and contributes to SOPs.

Responsibilities

• Respond to problems and repair malfunctioning equipment promptly.
• Provide desktop troubleshooting and configuration support.
• Install terminals, PCs, printers, and other devices.
• Deliver excellent customer service during user interactions.
• Collaborate with IT teams to meet department goals.
• Escalate issues per SOPs and participate in on-call rotations.

Skills

Customer service

Desktop troubleshooting

Remote support

Onsite support

Ticketing/Help Desk

Communication

Tools

Help Desk Software

Remote access tools

Diagnostics tools

Job description

Department/Unit: AMHS - IT Infrastructure Work Shift: Day (United States of America)

Salary Range: $59,066.00 - $88,599.00

The Tech Field Support provides onsite and remote support for all complex and in person support needs. The Tech Field Support will take ownership of issues escalated to them by Help Desk Techs and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Tech Field Support escalates and notifies Information Technology employees appropriately according to documented standard operating procedures. The Tech Field Support is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with the Albany Med Help Desk. The Tech Field Support acts as a liaison between the customers and Information Technology to resolve any issue that is reported, and will fulfill any project based or new requests that are assigned to them in the documented timelines. The Tech Field Support – Level III will have moderate onsite field support experience or the corresponding knowledge/skillsets required for the role and has a desire to pursue a career in some field of Information Technology. The individual will utilize their knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues. The individual will receive moderate to little supervision and will have moderate latitude in decision making on resolving issue. The individual is expected to escalatI? The individual will have knowledge of and excel at providing customer service and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Typical responsibilities include:

• Support
• Respond to problems called in and repair the malfunctioning equipment in a timely manner, while resolving the root cause issue rather than the symptom of the issue
• Provide support with desktop troubleshooting, configuration and diagnostic tools
• Install terminals, modems, personal computers, printers and other desktop equipment and software to support enterprise future business growth and the movement and/or expansion of enterprise units
• Excel at providing customer service in all verbal and written interactions with users
• Work as part of a team to meet goals set forth by Information Technology management
• Meet or exceeds documented and communicated statistical metrics that drive overall departmental performance
• Take ownership of issue and incident resolution
• Provide all support actions that assist in the betterment of the end user experience of the Albany Med community

Supervision

This position will provide guidance to the Help Desk Tech - Levels I, II, III and IV, and the Tech Field Support – Levels I and II positions

Contact with others

• High degree of contact internal and external to Albany Med including any user of any Albany Med device or application
• Other Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology
• Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively
• Provide best effort support for non-standard applications and hardware
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
• Provide documentation, policy and procedure standards for the desktop environment
• Identify and evaluate information technology tools for potential implementation
• Act as a liaison between customers and Information Technology to resolve any issue with the end user experience
• Participate in on-call rotation and help troubleshoot customer issues
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties
• Perform at or above the Information Technology performance standards
• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
• Complete other duties or assignments as designated by management

Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that: Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.

Albany Medical Center is the centerpiece of medicine, research, and medical education in New York’s Capital Region and is the area's largest private employer with more than 10,000 employees. Albany Medical Center offers excellent career opportunities in a wide range of roles in both patient care and administration. We value all our staff members and offer outstanding employee benefits including: Excellent health care coverage with no copay at Albany Medical Center providers A wide array of services and programs to support emotional, physical, and mental wellbeing Anchored in the state’s historic capital city, Albany Medical Center offers a full range of inpatient and outpatient care and is home to the region’s largest hospital, only Level 1 adult and pediatric trauma centers, and only children’s hospital. The downtown campus also offers opportunities at Albany Medical College. Albany Medical Center, along with Columbia Memorial Health, Glens Falls Hospital, Saratoga Hospital, and the Visiting Nurses, form the Albany Med Health System, serving more than three million people over 25 counties.