Field Support Technician

Job title: Analyst for Care Field Services

Job Location: Cuyahoga Falls, OH 44221 (Onsite)

Project Duration: 12 months

Travel Required: Travel within a 30-mile radius

Job Summary:

Care Field Services analysts provides on-site IT support for providers and practice managers in a clinical workspace operating as the face for IT.

Required Skills:

• Field services support

Nice-to-have Skills:

• Experience with cross-functional collaboration
• Familiarity with data visualization tools

Responsibilities:

• Serve as the on-site escalation point for clinicians requiring technical assistance, using diagnostic techniques and tools.
• Travel within a 30-mile radius to provide IT support and perform on-site troubleshooting.
• Install and ensure operational status of workstations, printers, phones, fax machines, computers, and software applications.
• Communicate effectively with customers and escalate unresolved issues to the next level of support.
• Log and record issues and their resolutions, participating in an on-call rotation for after-hours support.
• Provide technical expertise to end-users and assist in resolving hardware/software issues.
• Diagnose, troubleshoot, and resolve problems involving operating systems, applications, and network configurations; replace parts as necessary.
• Prioritize and manage workload independently while focusing on critical items, adapting to new technologies, and improving procedures as needed.
• Coordinate new access needs and security changes with internal IT leadership, ensuring proper user ID and password communication.
• Direct external contract resources for hardware installations/repairs as necessary, maintaining inventory and ensuring IT asset security.
• Develop and maintain professional relationships with all internal and external customers.
• Support the vision and values of client, complying with all policies and procedures.

Collaboration:

• Work with other departments to resolve issues for internal staff and external clients.
• Follow-up and update customers with status and information.
• Liaise with leadership and vendors for implementation of new process and workflow
• Manage escalations from the Help Desk to ensure timely resolution.
• Perform hands-on fixes, including software and hardware installations.
• Maintain a knowledge base for problem resolution.
• Assess and recommend system reconfigurations based on trends.
• Perform end-user training

Qualifications:

• Proficient in oral and written communication.
• Skilled in data analysis and solution development.
• Effective time and resource management.
• Strong deductive skills for system analysis and problem-solving.
• Ability to manage multiple high-pressure projects.
• Advanced proficiency with Microsoft Office, Windows OS, backup software, Cisco, SharePoint, HP hardware, and related technologies.
• In-depth knowledge of PC hardware and peripherals.
• Extensive experience with Windows OS, VPNs, Active Directory, Exchange, Cisco, Citrix, Data Migration, Imaging, and Backup solutions.