Field Support Technician

Location: United States of America; onsite support required

Pay: $23.00–$35.00 per hour

Company

hirify.global is a healthcare organization with more than 35,000 employees serving patients and communities.

What you will do

• Provide Level 1 and Tier 2 field support, manage customer requests and incidents, meet SLAs, and maintain high customer satisfaction.
• Diagnose and resolve desktop, peripheral, operating system, access, authentication, profile, group policy, and local configuration issues.
• Support PCs, printers, mobile devices, standard operating systems, software applications, vendor devices, and clinical and core applications.
• Provide support for network fundamentals including IP and DNS, as well as IT security, vulnerabilities, and threats.
• Use remote tools for assessment, troubleshooting, fixes, and installations; escalate unresolved issues and act as a subject matter expert for designated technologies.
• Maintain accurate ITSM ticket updates, contribute to knowledge-base procedures and standardized workflows, participate in training and cross-training, and provide on-call or after-hours support.

Requirements

• High school diploma or GED required.
• 1–3 years of related work experience required, including 2 or more years of Service Desk, field, or IT support experience in a large enterprise with complex Microsoft Windows and Microsoft Office environments.
• Moderate knowledge of operating systems including Windows 10 and macOS, mobile platforms including iOS and Android, and network fundamentals.
• Solid experience with Citrix Systems, Microsoft infrastructure including Windows, Active Directory, and Exchange, and Microsoft 365 applications.
• Knowledge and experience with ITSM systems such as ServiceNow or Remedy.
• Advanced technical computer skills, ability to learn and retain knowledge of varied systems, and ability to produce complex documents, perform analysis, and maintain databases.
• Clear written and oral communication in English with medical center staff, patients, families, internal and external customers; strong customer service, teamwork, problem-solving, and active listening skills are required.
• Ability to lift, carry, and move equipment weighing 25–45 lbs, stand and walk for extended periods during onsite support, push or pull equipment carts, and occasionally bend, kneel, or crouch.

Nice to have

• A+ certification preferred.
• Knowledge of Dell, Apple, HP, and Ricoh hardware.
• Knowledge of Oracle PeopleSoft, Workday, and electronic health record applications.

Culture & Benefits

• Full-time employment in a healthcare organization focused on supporting patients, colleagues, and communities.
• Training opportunities, in-service programs, vendor seminars, and cross-training support continued technical development.
• On-call, after-hours, shift differential, call pay, premium pay, and overtime may apply according to the role and applicable law.
• Influenza vaccination is required as a condition of employment.
• Equal opportunity employer and an employer of veterans and people with disabilities.