Field Services Analyst

THIS IS NOT A REMOTE POSITION

Why This Role Matters:

The Field Services Analyst is part of Novant’s IT support team providing technical expertise and top-tier support for end-user devices and peripherals. We are looking for a skilled technician with strong technical troubleshooting skills across a range of devices and platforms, excellent communication and customer service abilities, familiarity with information security principles and incident response. An IT professional who thrives in both clinical and corporate environments, to support Novant Health’s commitment to deliver the most remarkable patient experience, in every dimension, every time. 

Schedule: Monday – Friday, 8:00am – 5:00pm (holiday work and on call support are required as needed)

Location: Onsite – Charlotte, NC

What You Will Do:

• Respond to and resolve service requests and incidents.
• Install, configure, and support end-user devices, peripherals, and software.
• Support hardware refresh and facility technology deployment projects.
• Perform root cause analysis and provide technical documentation when appropriate.
• Collaborate with Analyst II and Supervisor for escalations and complex issues.
• Provide basic technical training to end users and maintain accurate asset tracking and documentation.
• Participate in proactive support activities such as rounding in clinical and business spaces.
• Make hardware acquisition recommendations including helping users assess needs and provide any necessary quotes and purchasing guidance.
• Assist with the planning and acquisition of new and existing facilities concerning computing devices, monitors, and peripherals such as printers, scanners and related hardware.
• Maintain current knowledge of hardware, software and network technology and recommend modifications as necessary; and perform other duties of a similar nature as required.
• Maintain standard production levels and demonstrate professional competencies according to departmental policies and procedures.
• Assist in process and procedure enhancement and development. Comply with organization and department policies and procedures. 
• All other duties as assigned.

What You Will Need

Required:

• High School Diploma or GED.
• Must have reliable transportation
• Strong organization skills.
• Ability to work under general supervision.
• Ability to work accurately in high-pressure situations.
• Ability to communicate both verbally and in writing with users of varying levels of education and experience.
• Must stay current with advances in computing technology.
• Manual dexterity to use computer keyboards.
• Ability to travel between campus buildings and to remote facilities as needed
• Ability to handle on-call responsibilities as directed
• An affinity for providing exceptional customer service and continuous improvement.
• Works in partnership with Clinical Informatics and clinical users to ensure end-user support activities enhance the usability and performance of technologies in patient care areas.

Preferred:

• CompTIA A+, preferred
• CompTIA Network+, Microsoft Certifications, preferred
• 4 Year/bachelor’s degree, preferred.
• Technical experience; or, an equivalent combination of education and experience, preferred.
• Mobility to work in a standard office setting and to use standard office equipment, including a computer.
• Stamina to maintain attention to detail despite interruptions.
• Strength to lift and carry objects weighing up to 40 pounds.

What’s In It for You:

• Comprehensive benefits include medical, dental, vision, and life insurance.
• Retirement fund with matching contributions.
• Tuition assistance for qualifying team members.
• Employee assistance programs and discounts. 

People First Always. Best physicians. Amazing nurses. Remarkable care. 

At Novant Health, we believe remarkable care starts with compassion for our patients, our communities, and each other. We value belonging, courage, personal growth, and teamwork, creating a space where everyone is respected, supported, and safe to show up as their full selves.