Field Service Tech

Position Sumary

The Field Service Technician assists customers with technical support of desktop computers, laptops, mobile devices, printers, applications, and related technology. Support includes specification, installation/move projects, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to Orlando Health customers.

Essential Functions

• Assists with the installation, configuration, and ongoing usability of desktop computers, laptops, mobile devices, peripheral equipment and software within established standards and guidelines.
• Demonstrates full proficiency in the role and escalates to senior technician or supervisor when help is needed.
• Trains and helps develop associate technicians.
• Works with Service Desk, Operations, Applications, and Engineering staff as appropriate to determine and resolve problems received from clients.
• Interacts with numerous computer platforms in a multi-layered client server environment.
• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Performs proactive maintenance of computing hardware.
• Performs upgrades to end user devices to ensure longevity.
• Maintains accurate records in ticketing system and regularly updates asset information and status in the configuration management database.
• Participates in Project Implementation and follows through on completion of tasks.
• Responds to emails/pages and sets expectations with customers based on priority, impact, and urgency.
• Creates and maintains interdepartmental relationships.
• Maintains knowledge on current industry trends.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions

• Responds to pages within department guidelines.
• Supports Hospital Command Centers during emergency situations.
• Independently serve periods of on-call coverage at scheduled intervals.
• May be required to support unplanned events during after-hours and weekends. 

Education/Training
High School diploma or equivalent.

Licensure/Certification
Comptia A+ Certification or equivalent IT Certification.

Experience
A minimum of three (3) years of information technology or IT customer support experience.