Field Support Tech 3

Summary

Under general direction, provides support to end users for either PC, server, or mainframe applications and hardware. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates client problems to resolve operating difficulties. Recommends systems modifications to reduce client problems. Maintains current and highest level of technical skill in field of expertise. Administers day to day operations of company's local area network (LAN). Provides integrated team support and maintenance of LAN hardware and software. Studies vendor products to determine those which best meet company needs and assists in presentation of information to management resulting in purchase and installation of hardware, software, and modem equipment. Performs LAN security procedures, including implementing login requests. Evaluates new products/technologies to determine impact on existing system configurations. Prepares proposals, cost/benefit analyses, and feasibility studies. Provides liaison support between the PC/LAN team, vendors, and PC desktop group as needed.

Education

Two years of formal training or education beyond the high school level (e.g., Associates Degree.)

Certification, Registration & Licensure

None.

Experience

IT specific certifications desired that may include Microsoft, HDI or Cisco and/or five to seven years of service desk troubleshooting experience.

Responsibilities

• Answers, evaluates and prioritizes incoming telephone, voice mail, email, self- service and in-person requests for assistance from clients experiencing problems with hardware, software, networking and other computer related technologies.

• Categorizes, logs and/or tracks incidents and problems using help desk management database. Maintains history records and related problem documentation.

• Repairs, installs and relocates hardware such as computers, printers, scanners, fax machines, telephones and other IT supported equipment.

• Leads projects and/or researches complex problems and issues. Researches HIS and other software and hardware problems. Identifies trends and makes recommendations to reduce incident rates. Consults with supervisor, programmers, engineers or analysts to explain errors or to recommend changes to applications or application distribution processes. Calls vendors to request service for products.

• Communicates effectively to clients and department stakeholders information that impacts connectivity to and use of Concord Hospital applications and network resources. Communicate with clients via email, Intranet, telephone, paging and help desk tools.

• Educate clients on complex software and hardware use. Recommend outside training resources when applicable.

• Creates and maintains IT system documentation per the IT Documentation Policy.

• Manages equipment using databases, spreadsheets, equipment cards and asset tags.

• Creation, updating and termination of system accounts in various account databases.

• Takes responsibility for individual performance goals.

• Collaborates with team to ensure appropriate level of coverage is provided. Will also provide off-site support requiring travel to remote locations.

• Mentors technical and customer service skills for junior level staff.

• Specializes in at least two areas of technology.

• Endorses, supports, and champions the outcomes of ITS process improvement initiatives.

• Complies with ITS Policies and Procedures.

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

Know Your Rights: Workplace Discrimination is Illegal

Applicants to and employees of this company are protected under federal law from discrimination on several bases. Follow the link above to find out more.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

Physical and Work Requirements

The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Dictionary of Occupational Titles Material Handling Classification is MEDIUM. The employee must regularly lift, carry or push/pull up to 10 pounds, frequently lift, carry or push/pull up to 10 - 25 pounds, and occasionally lift, carry or push/pull up to 20 - 50 pounds.

The employee is regularly required to sit, perform activities that require fine motor, do repetitive motion, speak and hear. The employee is occasionally required bend, kneel, squat, climb, stand, walk, reach, drive and smell.

Specific vision abilities required by this job include color vision, depth perception, far vision, near vision, and peripheral vision.

The employee is occasionally exposed to variable weather conditions, slippery surfaces, non weather slippery surfaces, moving mechanical parts, electric hazard and vibration.

The noise level in the work environment is usually moderate.