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IT Field Technician
IT Field TechnicianPrism Health North Texas • Dallas, TX, US
IT Field Technician

IT Field Technician

Prism Health North Texas • Dallas, TX, US
2 days ago
Job type
  • Full-time
  • Quick Apply
Job description

General Description and Function :

PRISM North Texas’s IT Field Technician role is responsible for providing remote, deskside, and onsite IT service desk support to resolve technical issues as well as providing a world class client experience daily. IT Field Technicians follow documented policies and procedures to effectively set correct ticket priority, then work to resolve issues in accordance with our standard escalations process either remotely or onsite in our clinics.

Responsibilities

Specific Responsibilities of the Job :

Troubleshoot and resolve basic desktop, software, network and server issues

  • Assist users with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, and software
  • Provide fast and friendly support for clinical End Users, Providers, and Executives
  • Maintain availability in service desk call queue to ensure minimal hold times
  • Responsible for creating and maintaining high quality, detailed documentation
  • Offer guidance on technology use and best practices
  • Process Active Directory user account adds / removes / change
  • Work with vendor representatives to resolve software and hardware issues
  • Perform basic virus remediation where required
  • Onboard computers and perform repeatable script-based troubleshooting
  • Actively assist on projects (Office Setups, Mass PC deployments etc.) under supervision
  • Notify IT Management when outdated equipment causes repeated issues
  • Document all work on service tickets and projects in real time within ticketing system to published standards
  • Respond to client requests promptly in accordance with published SLAS, then communicate promptly throughout ticket lifecycle to maintain a high degree of client satisfaction
  • Set proper expectations for client follow up and follow through on all commitments
  • Perform on-site technical and customer service support, to include :

Emergency / unscheduled repairs of clients’ on-site technical systems and equipment

  • Performs scheduled maintenance and repairs of clients’ technical systems and equipment
  • Network switch and server room cable management
  • Work with senior resources to diagnose, troubleshoot, repair, and debug complex technical computer systems, and software
  • Follows standard procedures to isolate and fix problems in malfunctioning equipment or software.
  • Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation
  • Deliver an excellent customer experience in all interactions

    • Report design, reliability, and maintenance problems or bugs to appropriate technical support team

  • Comply with all safety requirements, including but not limited to : completing all required training, following all guidance provided in PRISM North Texas policies, procedures, field guidelines
  • Demonstrate a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements
  • Maintain tools and equipment properly and ensures that they are all in good working order
  • Participate in all on-going product, equipment, technical and business-related training to maintain necessary certifications, skills, and professional knowledge
  • Create and maintain client PC build sheet documentation to ensure new PC deployments are properly documented
  • All other duties assigned

    • Required Skills

    Required Knowledge, Skills and Abilities :

    Job Requirements :

  • Basic working knowledge of Internet, e-mail, system security, telecommunications and data communications
  • Basic knowledge of MS Office / O365 (Word, Excel, Outlook, PowerPoint, MS Teams).
  • Excellent written and verbal communication skills.
  • Interpersonal / human relations, organizations, and problem-solving skills.
  • Ability to meet deadlines and work productively in a collaborative environment.
  • Ability to work in a fast-paced, dynamic environment.
  • Ability to maintain confidentiality.

    • Education and Experience :

  • Associates degree in technology related field OR equivalent combination of education and work experience
  • 1+ year of experience in supporting Microsoft Environments
  • Uses sound judgement when working with clients
  • Works well without supervision
  • Knowledge of VoIP, voicemail, analog, and vendor specific hardware / software
  • Excellent problem solving and client relationship skills
  • Excellent verbal and written communication skills
  • Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations
  • Alignment with PRISM North Texas’s Core Values
  • Must be able to sit prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift 35-50 pounds at times
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    It Field Technician • Dallas, TX, US