Job Title

JOB PURPOSE: Perform analytical, technical and administrative work in the planning, installation and support of new and existing desktop and laptop systems, printers, wireless devices and peripherals. Communicates with end users to determine needs, schedule work, and provide basic training on all hardware and some software. Configure and deploy laptops in a corporate wireless environment. Provide on-call support in a 24 x 7 environment. Responding to, diagnosing and resolving personal computer, workstation and application related problems through discussion with users, delivering remote technical support for Piedmont Healthcare. KEY RESPONSIBILITIES: 1. Provide end user hardware repair and replacement services. o Responds to customer problems and concerns associated with hardware and software; performs necessary investigation, analysis and evaluation; collaborates with team members as needed to resolve problems. o Maintains response time to customers that is within the customer service standard. o Maintains, tests, configures and upgrades end user equipment according to set standards. o Flexibility to work at various PHC facilities as needed or directed o Maintains CMDB to ensure data integrity. 2. Service requests and project participation. o Participates in project teams as assigned. o Process service requests; coordinate with other technicians and/or vendors and schedules appropriate services to meet organizational and individual needs. o Provides consultation services for individual/local hardware and software request. 3. Problem management and problem avoidance. o Perform customer rounding with senior technicians. o Follows guidelines to ensure compatibility and consistent service to all end users. 4. Mentor Associate Field Services Tech. o Provide on the job training and knowledge transfer of internal processes. 5. Provide on call support. KNOWLEDGE, SKILLS, ABILITIES * Skill and ability to communicate effectively both verbally and in writing. * Skill and ability to handle multiple priorities and deadlines. * Ability to work as a member of a team. * Strong understanding of the components of technology hardware equipment. * Strong skill and ability in Microsoft Office applications. #LI-POST #GD MINIMUM EDUCATION REQUIRED: High school diploma or equivalent required. MINIMUM EXPERIENCE REQUIRED: One (1) years of work experience in IS Field Services required. MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW: None. ADDITIONAL QUALIFICATIONS: Associate's degree from a recognized college or university in an IS related field preferred.