Field Service Technician

Field Service Technician

At Children's Wisconsin, we believe kids deserve the best.

Children's Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.

We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today.

We have an opening for a Field Service Technician at Children's Wisconsin, where you will support and maintain computer hardware and software across a fast-paced healthcare environment. In this role, you will provide hands-on technical support, coordinate installations and upgrades, and help ensure reliable technology performance for staff and patient care.

Work Schedule: Monday-Friday position 1st shift. 8am-4:30pm. On call is Tuesday-Tuesday every 8-10 weeks.

Job Summary

Under general supervision, provides high level user information and support for PC hardware applications throughout the organization. Responsible for PC desktop installations, upgrades, changes, and de-installations. Coordinates with the Technical Infrastructure Team to ensure proper implementation of all IS operations. Monitors, troubleshoots, and responds to technical computer hardware and software problems. Follows-up, updates, and escalates user-reported problems using trouble tracking system. Reports findings to Field Services leadership as needed. Provides status reports, project plan reports, and problem summaries as required. Documents status of desktop devices following established procedures. Evaluates existing PC equipment and makes recommendations for upgrades.

Essential Functions

• Installs and configures computer hardware throughout the CHHS network environment.
• Installs software (including software licenses) on PCs throughout the CHHS network environment. Performs testing and verification of software updates and upgrades to ensure accurate and timely installations.
• Monitors, troubleshoots, diagnoses, and corrects computer hardware and software problems. Provides user support on a daily basis.
• Establishes and maintains effective working relationships with members of the Field Services team.
• Monitors ticket workflow and works with the Service Center and Field Services team to provide timely and effective service to customers.
• Tests and implements hardware and software solutions for facility locations, in direct response to approved user requests. Assigns and performs adds, moves and changes to current infrastructure and equipment as required.
• Supports users in accomplishing daily job responsibilities. Assists users in resolving operational issues and problems. Responds positively to user requests for information.
• Receives, verifies, and secures hardware deliveries as requested by users. Follows department standards for setup, deployment and documentation of hardware.
• Assists IMS department in maintaining information on computer hardware and peripherals, operating system software, application system software, operation manuals, and user documentation manuals for the department.
• Follows-up, updates, and escalates user reported problems using trouble tracking system.

Legacy Essential Functions

Provides status reports, project plan reports, and problems summaries as required. Follows department standards for coordination, execution and documentation of hardware moves. Assists IMS Infrastructure staff as needed. Conforms to formal departmental methodology standards. Maintains inventory control per department standards.

Education

High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) Required. Bachelor's Degree in computer science or related technical area Preferred.

Experience

2+ years of relevant information systems experience, preferably in a hospital or healthcare environment Required.

Knowledge, Skills and Abilities

Requires in-depth and current knowledge of local area network (LAN) architecture, data processing and programming concepts. Requires thorough knowledge of PC and system software skills utilizing Windows, virus scanning utilities, and desktop PC management tools for IBM compatible PCs and peripherals. Requires basic, current knowledge in one or more operating systems, including Windows and MAC's. Requires basic, current knowledge of information system concepts, including networking, clustering, programming languages, data base concepts, and network communications protocols, such as TCP/IP and IP protocols. Demonstrates aptitude in the following Lominger competencies: Functional/Technical Skills, Perseverance, Peer Relationships. Must have excellent interpersonal skills in order to effectively communicate with all levels of Children's Hospital and Health System personnel, vendors, and service providers.

Required for All Jobs

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be requested in the performance of this job. Employment is at-will. This document does not create an employment contract, implied or otherwise.

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.