IT Field Resource

Job Type
Full-time
Description
Duties and Responsibilities:

• Provide on-site support to operating entities at multiple geographic locations
• Set up and maintain computers and necessary peripheral devices
• When necessary, perform password resets, and track via our ticketing system.
• Install and configure appropriate software according to the needs of the field
• Monitor and maintain local networks in ways that optimize performance and minimize down time
• Ensure security and privacy of networks and computer systems
• Provide training and guidance to users on how to operate software and computer equipment
• Organize and schedule maintenance without deterring others from completing their work
• Diagnose and resolve problems via thorough analysis and troubleshooting. Exercise discretion and independent judgment to implement solutions
• Document processes for repairs and fixes, to aid in training and faster resolution for other technicians
• Identify computer or network equipment shortages and report to leaders for ordering
• Identify and fix any under-utilization of IT resources, or propose a plan to leadership for changes
• Track issues to resolution and update tickets as needed
• Update the field with issue resolutions or ETR
• Maintains inventory of parts or components, tracks progress of service requests and updates ticketing systems, and logs repairs and services performed.
• Perform work as requested by the IT Manager and other related IT departments and field locations

• Associate degree or equivalent work experience supporting end users in an enterprise IT environment
• CompTIA A+ (or equivalent) or ability to obtain certification in the first 90 days of employment
• Advanced knowledge of the Windows operating system
• Knowledge of network basics, M365/O365, Active Directory, Cloud, and Microsoft admin tools
• Advanced knowledge of troubleshooting processes for end user computing issues
• Customer service and performance driven
• Excellent communication skills
• Possess the ability to make independent decisions that demonstrate discretion and good judgement based on the procedures outlined by the IT Department
• Work independently on a day-to-day basis
• Possess the ability to interact respectfully and professionally with personnel, residents, visitors, and the general public. Able to be calm and level-headed in emergencies
• Well groomed, professionally dressed, professional demeanor, and possess the ability to work harmoniously with others inside and outside the department
• Willing and able to seek out new skills and techniques to increase proficiency and to incorporate them into existing practices
• Able to read, write, speak, and understand the English language

• Bachelor's degree in Information Technology or related field
• Current Network+ or Security+ certification
• Azure or other MCSE certification
• Experience with Cisco Meraki
• Experience with thin clients and virtual desktops
• Experience with internet and phone systems
• Experience in Healthcare IT
• Demonstrated passion for developing new skills in the field of IT

• Work in office areas, basements, network rooms (MDF/IDF), Telco Rooms, and other storage areas
• Moves intermittently and frequently during working hours
• Heavy "local" travel (75% plus). Drive distances up to 2 hours
• Long distance vehicle or air travel (25% plus). Drive distances up to 6+ hours as needed. Trip length can vary from overnight to up to two weeks, as needed for some scenarios. Schedules are subject to change
• When necessary, works beyond regular working hours daily, weekends and holidays
• Subject to call-back during emergency conditions (e.g., severe weather, evacuation, post-disaster, etc.)