Field Support Technician

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 is a Tier-1 member of the Customer Support Team with the Information Technology Department. The position is intended as an entry-level IT role incorporating service responsibilities and assignments that expose and build experiences and skills of employees across the various IT technical support fields. This position requires excellent customer service skills, a strong technical aptitude and drive, combined with general knowledge and experience in computer and/or telecommunications/phone related support; electrical/data/phone cabling experience in construction environments and/or related education/training in computer or telecommunications related technologies. The Field Support Technician will be assigned to one of the IT Departments’ Technical Services Teams responsible for providing operational maintenance and project support functions for the organization. He/She will participate on Team Support assignments across a range of service functions. This may include but is not limited to, general support related to Data/Voice cable plant installations; PC Desktops; LAN connectivity; device and equipment refresh/replacement; Phone devices and systems; Customer/User and department MACs (Move/Adds/Changes) and various project work. He/She will perform service tasks related to cable terminations and certifications, routine equipment/device repair and replacement, configuration/set up, Help Desk and user administration services/documentation, inventory upkeep, firmware updates, software maintenance, security related protections as well as assisting with problem resolution as it relates to St. Luke's Hospital and Health Network Information Technology Systems and Network Support. The Field Support Technician ensures continuity by coordinating support tasks through a Team Leader, under the direction of a Manager. He/She is expected to follow service related best practices with timely updates of assigned work activities in the Help Desk, Change Management and @TASK-Project Management systems. The Field Support Technician expected 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 Incident Management program.

JOB DUTIES AND RESPONSIBILITIES:

• Takes direction, functions well as part of a team, sharing workload and taking guidance on support functions from team leaders and management.
• Performs hardware/software installations, upgrades/repairs and follows on work activities.
• Troubleshoots, researches and solves technically challenging problems.
• Generates/updates appropriate documentation as per policy and procedure.  Including related configurations, inventory administration, processes and service records.
• Proactively communicates services, changes and procedures with customers and teams.
• Performs technical services related to various technology support functions (i.e. Cable installation, termination testing & certification performing cable installation, PC/Printer hardware/software installation, upgrades, replacement and repair).
• Makes technical modifications under Change Management Program guidelines, prior to release into a production environment.
• Generates timely and accurate updates to Work Order Dispatch/tracking Applications.
• Creates appropriate documentation as per policy and procedure, including equipment configurations, mapping, inventory, processes and service records.
• Creates/routes reports as required by management and regulatory agencies.
• Maintains current knowledge of technology by attending appropriate continuing education training/seminars and reading related periodicals.
• Rotates periodically with Incident Management 24x7 hospital On Call support team.

PHYSICAL AND SENSORY REQUIREMENTS:

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.

EDUCATION:

Military/Vocational Technical Training and Certification and/or related Associates Degree in Electrical engineering - Fiber Optics/Low Voltage -Wire System Management (or related field) or equivalent work experience is preferred.

TRAINING AND EXPERIENCE:

On to two (1 – 2) years of technical service and support experience in one of the following areas: PC -Desktop/Applications; Phone-Telecommunications/cable installation/Electrical is preferred.

Application and Operating System Experience:  Working knowledge with MS Office 2000-2007 Products are preferred. Microsoft XP – 2007 Operating System & driver maintenance experience is preferred.

Hardware Experience:  Data/Voice Cable installation/termination and certification experience is preferred. Electronic equipment set up; PC and Phone repair experience is preferred.

Please complete your application using your full legal name and current home address.  Be sure to include employment history for the past seven (7) years, including your present employer.  Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable.  It is highly recommended that you create a profile at the conclusion of submitting your first application.  Thank you for your interest in St. Luke's!!

St. Luke's University Health Network is an Equal Opportunity Employer.