Description
We're building a world of health around every individual , shaping a more connected, convenient and compassionate health experience.
The Field Technician role is an integral part of our team. We are looking for a competent Field Technician to provide fast and useful technical assistance on computer systems. Field Technicians answer queries on basic technical issues and offer advice to solve them. A Field Technician must have excellent technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company's reputation and business.
Core Responsibilities:
- Provide Level 1-2 support with tickets and field issues
- Route/Escalate Help Desk tickets to appropriate team members using service desk software to record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
- Troubleshoot IT issues (remotely or in-person) using remote support software and onsite from desktops, printers, peripherals, and network/Wi-Fi
- Ensure continuous uptime for computers, and peripherals
- Work with vendors to service basic medical equipment
- Work with vendors to manage network infrastructure
- Assist with new hire orientations
- Deploy hardware for new employees
- Visit clinics on a regular basis
- Have a reliable car and valid driver's license
- Travel is required 50%-75% of the time focusing on supporting our clinics in the Kansas City, Missouri area, with secondary support to the Des Moines, Iowa area
- Keep accurate inventory of all IT-related equipment
- Assist with the implementation of IT strategy
- Assist with company expansion and network infrastructure
- Ability to lift or do physical tasks up to 50 lbs
- Other duties as assigned
Minimum Requirements:
- 2+ years of service desk or related experience
- General knowledge of multiple operating systems (Microsoft, Chrome, Mac)
- Excellent customer service skills
- Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
- Must have a flexible and positive attitude
- High level of organization, reliability, and independence with an eye for detail
- Professional experience in a fast-paced environment
- Demonstrated PC skills (Microsoft Office, Google suite)
- Basic knowledge of ITIL (or equivalent) and Service Desk metrics/SLAs
Preferred Requirements:
- 2+ years of network experience
- Recommended certifications: CompTIA A+ certification, ITIL 4 foundations, or HDI Desktop Advanced Support Technician (HDI-DAST)
Education
- High School Diploma
- Associate/Bachelor degree preferred
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
$18.50 - $31.72
Benefits
This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.