What are the responsibilities and job description for the IT FIELD SUPPORT/CRM position at System Support?
DEPT: I.T. CUSTOMER SUPPORT
Full-Time
Operations Support:
The Information Technology (IT) Field Support Specialist I/CRM:
Administrative Services:
The IT Field Support Specialist I/CRM:
Education: Bachelor’s Degree in IT; or Associate’s Degree in IT with 2 years of IT experience; or a related Associate’s Degree with 4 years of IT experience is required.
The Information Technology (IT) Field Support Specialist I/CRM:
- Is an entry-level position with combined responsibility to provide rotating support to AMC, MVHN, MVH, MVHS, UVMC, On-call, Rotating Coverage, Data Center, Customer Support Desk, and Premier System Support staff on-site and via telephone.
- Interacts with a wide variety of hospital and corporate personnel.
- Troubleshoots personal computer (PC) problems and connectivity issues, with or without support from a Field Support Specialist II or the Site Coordinator.
- Assists with new employee training as needed.
- Has developed advanced problem solving skills, superior customer service skills, and a working knowledge of IT/business relationship.
- Provides on-site support Saturday – Wednesday 8:00am – 4:30pm (or the hours that the site is in operations) and rotating support during other hours and weekends.
Administrative Services:
The IT Field Support Specialist I/CRM:
- Is responsible for basic IT hardware and software troubleshooting.
- Performs fingerprint enrollment and assigns RSA fobs for secure access to Premier Health Partners (PHP) network.
- Responds to Computer Operations Action Requests (COARs), processes Run Sheets, enforces Computer Room Security policy, configures and distributes pagers.
- Performs data center, field support, and support desk duties as assigned.
- Researches and recommends more innovative methods to better serve the customer as appropriate.
- Participates as a member of project teams, expanding into other roles and acquiring skills outside of current assignments.
- Assignments may include work outside the normal scope of duties.
- Performs other duties as assigned.
- Assignments may be at any PH facility, for any shift, or day of week.
- Ability to use and maintain Customer Support Desk and remote control software.
- Ability to comprehend and deduce resolutions from any available resource.
- The communication skills to share technical solutions with customers in a user friendly, easily understood manner.
Licensure: Not Applicable
Certification: Not Applicable
Experience: Technical experience is demonstrated by knowledge of PC hardware and peripherals, networking skills for basic troubleshooting of connectivity, and the ability to diagnose problems with Microsoft operating systems and associated software.
Skills/Other:
- Ability to schedule time and work independently to get all tasks done.
- Excellent interpersonal and communication skills.
- Proven organizational skills and ability to perform multiple tasks simultaneously.
- Ability to read, understand technical documentation.
- Ability to work under pressure.
- Analytical and problem-solving skills.
- Excellent customer service skills
- Ability to contribute to projects involving an analysis of need, coordination of work effort, evaluation, and documentation.
