IT Field Service Engineer

LEVEL 1 Entry-level role; Performs job functions under close supervision or peer review
Provide tier-three support for service desk calls
Assist with the setup of technology in new care centers and supporting care center staff
Ensure the smooth and reliable operation of software and systems supporting care center staff
Travel to care centers frequently for new equipment setup, support of the care center staff and to ensure technical operations are running smoothly
Troubleshoot and determine causes of operating errors and resolve or escalate issues
Analyze information and evaluate results to ensure appropriate resolutions to problems
Refer hardware problems or defective product information to lead when necessary
Assist in installing and testing software applications, including operating systems, on all hardware platforms, following system design and installation specifications
Process hardware phases of user access for new, existing, and terminated employees
Provide information to management and co-team members by telephone, in written form, e-mail or in person
Responsible for completion of assigned projects including meeting deadlines; provide documentation for procedures
Refer hardware problems or defective products to vendors or technicians for service
Perform initial troubleshooting of medical devices in the care centers, engage appropriate team for resolution, track and report status to care center team members
LEVEL 2 - Performs job functions with general supervision and peer review
Research, analyze, track and resolve more complex problems
Make repairs on computer equipment per manufactures warranty and specifications
Process hardware phases of user access for new, existing, and terminated employees
Perform downloads and load software as needed to support users and LAN
Maintain consistency with company policy for both hardware and software
Work as a team member in implementing and supporting open systems and the corporate technology
Participate on small to medium scoped projects
Refer hardware problems or defective products to vendors or technicians for service
LEVEL 3 - Performs job functions with moderate supervision
Plan, prepare, order, install and setup equipment to support new care centers and care center staff
Research, analyze, track and resolve moderately complex problems; review related information to develop and evaluate options and implement solutions
Install and test software applications, including operating systems, on all hardware platforms
Assist in developing training procedures and conduct training programs for co-team members and any other division members deemed necessary (e.g., Service Desk).
Ensure the department leverages internal tools and applications effectively
Participate on or lead small to medium scoped projects
Research and prepare evaluations of hardware. Analyze needs and product requirements and submit recommendations to management for review
Develop programs, time estimates, and project schedules based on prioritization and business requirements
Make repairs on computer equipment per manufactures warranty and specifications
Refer hardware problems or defective products to vendors or technicians for service.

1. Required Job Skills (Applies to All Levels)
Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
Advanced PC and Printer proficiency
Install and perform repairs to hardware and peripheral equipment following design or installation specifications
Basic proficiency in spreadsheet, database, flow charting, and word processing software
Working knowledge of Windows Deployment Server (WDS)
Working knowledge of AD (Active Directory)
Advanced knowledge of computer operating systems
Knowledge and experience withn profile mananagement
2. Required Professional Competencies (Applies to All Levels)
Strong analytical skills to support independent and effective decisions
Ability to document, research, track, and resolve user inquiries and problems
Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints
Perserverance in the face of resistance or setbacks
Effective interpersonal skills and ability to maintain positive working relationship with others
Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
Systems research and analysis. Ability to write and present business documentation. (Applies to Level 4)
Demonstrated ability to stay current on hardware trends and innovations
Experience working with and managing third parties (Applies to Levels 3 4)
Ability to maintain confidentiality and privacy
Analytical knowledge necessary to generate reports based on available data and then make decisions based on reported data
3. Required Leadership Experience and Competencies
Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation. (Applies to Levels 2 - 4)
Build synergy with a diverse team in an ever changing environment. (Applies to Level 4)