St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset. Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.
The Field Support Technician (FST-II) is an experienced technician who is customer facing with our customers. This person is an extension of the Field Support Technion who works closely with the campus Field Support Engineer. This is a second-tier position intended as a role incorporating customer service with knowledge and experience which stretch across all the responsibilities of field services. This position is for the person who acquired solid technical skills with experience and a desire to gain further technical knowledge. He/She has a strong general understanding of computer, telecommunications, and audio/video related issues. Along with general understanding of how server, network, and other back-end devices work. The FST-II has an above average understanding of how Windows Active Directory works and has an overall background of how electrical/data/phone and cabling is deployed in newly constructed environments.
He/She daily operations require them to work independently and will report to the Field Support Engineer Lead. FST-II will have a particular set of skills and knowledge in one or more IT special technologies, AKA the Subject Matter Expert (SME), such as MTR (Microsoft Teams Rooms). He/she is the point of contact for IT related initiatives and will work under the guidance of the Field Support Engineer Lead or Network Architect.
The (FST-II) will work closely with the campus Field Support Engineer and be responsible for providing daily operations. He/She will participate in team assignments across a range of field services functions. This may include but is not limited to, general support related to data/voice cable patching; PC Desktops/laptops, LAN connectivity, device and equipment refresh/replacement, phone devices and systems, departmental MACs (Move/Adds/Changes) and various project work. He/She will perform service tasks related to cable terminations, routine equipment/device repair and replacement, configuration/set up. As well as, user administration/documentation, inventory upkeep, software maintenance, and security related protections. Likewise, assist with problem resolution as it relates to St. Luke's Hospital and Health Network Information Technology Systems and Network Support.
The FST-II will coordinate with the Field Support Engineer, under the direction of the Field Support Manager. He/She is expected to follow best practices with timely updates of assigned work, activities in the Service Now, Change Management, and Project Management work. The FTS-II work schedule covers primary business hours with periodic non-business hour work (i.e., early mornings, evenings, nights) flexed to meet Health Care Customer service demands. This includes participation in On Call Support rotation under the IT Department's program.
The FST-II has a track record of proven technical problem-solving expertise and is extremely competent in Customer Services in a high-pressure hospital health care setting. This requires a strong IT understanding and taking directions to grow within the department. Likewise, the FST-II and may be asked to work on unique projects with department managers and vendors.
Work responsibilities includes but is not limited to the following key areas, cable patching management, attend project planning meetings, provide financial/cost savings information, cable terminations, certifications and related maintenance services; administrative upkeep/documentation and inventory control. This person is responsible for coordinating and monitoring service-related tasks of assigned other team members under the direction of a manager.
The intent of this job description is to provide a summary of the major duties and responsibilities of this position and shall not be considered as a detailed description of all the work requirements that may be inherent in the position.
JOB DUTIES AND RESPONSIBILITIES: ESSENTIAL FUNCTIONS: 1. Demonstrates/models the Network's Service Excellence Standards of Performance in Customer Service, proactive interactions with customers (internal and external).
2. Takes direction, functions well as part of a team, sharing workload and taking guidance on support functions from the team and management.
3. Performs hardware/software installations, upgrades/repairs and follows up on work activities.
4. Troubleshoots, researches and solves technically challenging problems.
5. Generates/updates appropriate documentation as per policy and procedure. Including related configurations, inventory administration, processes and service records.
6. Proactively communicates services, changes and procedures with customers and teams.
7. Performs technical services related to various technology support functions (i.e., Cable installation and termination testing, PC/printer hardware/software installation, upgrades, replacement and repair).
8. Generates timely and accurate updates to Work Order Dispatch/tracking Applications.
9. Creates appropriate documentation as per policy and procedure, including equipment configurations, mapping, inventory, processes and service records.
10. Creates/routes reports as required by management and regulatory agencies.
11. Maintains current knowledge of technology by attending appropriate continuing education training/seminars and reading related periodicals.
12. Rotates periodically with the On-Call 24x7x365 hospital On Call support team.
13. Maintains confidentiality of all materials handled within the Network/Entity as well as the proper release of information.
14. Complies with Network and Departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.
15. Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices.
16. Complies with Network and departmental policies regarding attendance and dress code.
17. Performs additional duties dependent on department requirements.
PHYSICAL/SENSORY DEMANDS: Sitting for up to 7 hours per day, 4 hours at a time; standing for up to 7 hours per day, 4 hours at a time; walking for up to 2 hours a day, 1 hour at a time. Requires crouching, kneeling, and lifting of objects weighing up to 60 pounds, pushing objects weighing up to 80 pounds. Requires hand and finger dexterity to perform repairs of small equipment and to use computer equipment. Seeing as it relates to general, near, color, and peripheral vision. Hearing as it relates to normal and telephone conversations.
SUPERVISION: Reports directly to Field Support Engineer Manager. Coordinates service activities under Team Leader indirectly (as it pertains to workload, work assignments, project assignments, governance and quality) to the Team Leader.
QUALIFICATIONS (MINIMUM PREFERRED) Education: - High School Diploma/GED is required.
- Bachelor or Associates Degree in Information Technology (or related field) and/or equivalent work experience.
- Business School, Military or Technical institute Vocational Training.
Preferred Certification: - A+ Certification
- Network + Certification
- MTR Certification
- Intune Certification
The above certifications may be substituted at the manager's discretion and added upon, as part of the employee's career development portfolio. It is preferred the Candidate and/or Employee pass a certification within an agreed upon timeframe.
Training and Experience: - 4-6 years of technical service experience
- Support in one of the following areas:
- PC -Desktop/Applications; Phone-Telecommunications/cable installation/Electrical.
- MTR support experience.
- Computer Imaging.
- Willingness to provide input to management in a professional manner
Application and Operating System Experience Preferred: - High competency with MS Office 0365 Products, Operating Systems & driver maintenance
- Strong proficiency and understanding of MS AD/AAD, able to make changes to objects
- Extensive experience with Mobile device management, Apple and Android O.S.
Hardware Experience: - Data/Voice cable installation/termination and experience.
- Electronic equipment set up and configure, such as computers and cell phones
- Phone repair experience.
- Identify, troubleshoot, and resolve more complex hardware, software, and network related problems encountered by end-users.
- Identify and recommend improvements and implement approved recommendations.
Work Schedule:
Work schedule covers an eight-hour period during primary business hours 8:00 - 4:30 PM from Monday through Friday or as job demands. Periodic non-business hour shift coverage may be required (i.e., early mornings, evenings, nights) were work schedule is flexed to meet Health Care Customer service demands . click apply for full job details