IT Field Support Tech 1

IT Field Support Technician

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

The IT Field Support Technician is responsible for installation, support, inventory enhancement and management of networked and non-networked hardware such as desktops, laptops, thin clients, printers, and peripherals. In addition, the IT Field Support Technician is responsible for problem resolution/troubleshooting/training and communicating with end users in a timely and customer-oriented manner. Assist with the deployment and maintenance of service level agreements with appropriate reporting and documentation. All other duties as assigned.

Core Responsibilities and Essential Functions:

• Installation, support, inventory enhancement and management of networked and non-networked hardware such as desktops, laptops, thin clients, printers, and peripherals
• Installation, support, inventory and management of local system applications
• Assists in the development of project-specific work plans, task sequencing, and the extent to which tasks can be performed concurrently
• Works independently on routine assignments. Strives to improve skill/problem solving abilities
• Identifies new products/management or applications to enhance WellStar’s desktop support environment
• Maintains/follows all network and non-networked standards (i.e. print queue and account creations, security procedures etc.)
• Creates training documentation that is user friendly, detailed, and precise
• Creates new suggestions/enhancements for WellStar network
• Recommends/implements and maintains all desktop hardware and software management systems (i.e. Altiris, SCCM, Patch Management etc.)
• Evaluates new hardware models and makes recommendations
• Maintains/recommends desktop standards and images
• Working with Network Administration and Information Compliance Management on requirements for all areas responsible
• Completes of assigned projects on time
• Maintains system/applications/software and hardware inventory in the centralized tracking/inventory system
• Manages hardware and software inventory spot checks system wide, reporting discrepancies
• Creates/maintains/implements desktop/peripheral/local office/local application P&Ps
• Creates/maintains WellStar’s user community print driver delivery mechanism
• Maintains clean work environment
• Disposes of discarded/un-repairable equipment following WellStar’s disposal procedures (Inventory, Safety etc.)
• Clearly documents system/application/hardware support issue and resolution in the call tracking system for of all assigned support calls
• Completes problem resolution, work orders including critical problems in a timely manner (following SLAs), updating client of status & maintaining work schedules and appointments
• Maintains service level agreements and follows up with customers
• Provides status reports as requested in a timely manner
• Properly documents all work orders and problem calls in tracking system, once assigned, while in work and once completed. A constant chain of documentation for current user status
• Escalates problems to the proper person/groups/management in a timely manner
• Actively support IT policies, procedures and initiatives
• Attends regular departmental and Towne Hall meetings, and promote/exemplify excellent customer service as aligned with WellStar’s Standards of Gold
• Exhibit tact, professionalism, good personal grooming and create a favorable impression to the public and all health system staff through professional dress and good customer service skills
• Utilize process management principles. Enhance professional growth and development through education programs, workshops or other educational opportunities that may be presented
• Keep abreast of current events
• Creates monthly news article events/updates to keep current information available to the WellStar user community with helpful hints
• Demonstrates ability to learn/improve troubleshooting skills by actively participating in education programs

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.