Sr Field Services Technician

• Monitor technician activity across SHC field locations, optimizing support and providing escalated technical assistance as required
• Work with desktop and network engineering and network teams to identify, diagnose, and resolve recurring incidents in the field
• Resolve escalated service delivery issues and interact regularly with IT customers, including communicating issues to the appropriate internal stakeholders, and support communications to the field regarding service delivery issues
• Perform root cause analysis on recurring issues and communicate results with desktop engineering, network engineering, and service desk teams
• Provide service and customer support during field visits or dispatches, representing SHC IT in a professional and businesslike manner
• Oversee all onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software
• Oversee onsite initial basic network troubleshooting, port activation and deactivation at SHC locations
• Oversee onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions
• Assist field technicians with diagnosing problems before arrival, determining needed parts and documentation to minimize down time and multiple trips
• Determine whether OEM parts or assistance is required and coordinate OEM vendor parts or assistance as required
• Provide technical support and setup during special events at SHC locations such as conferences
• Complete accurate and timely updates in Asset Management tracking system
• Maintain and track asset data including but not limited to warranty, license, and maintenance information for technology service assets across the SHC environment
• Coordinate and manage asset audits and manage exceptions through a remedial action management process
• Ensure process compliance by managing the remedial / corrective action management process for any breaches that occur throughout the lifecycle
• Ensure equipment is per the defined SHC standards
• Work closely and build relationships with SHC vendors
• Participate in gathering bids for large purchases and assist management in negotiating better pricing
• Consult with Project Managers for procurement of IT hardware for projects and manage procurement

• Five (5) years of related work experience
• experience in a healthcare IT environment preferable
• Four year college degree or advanced certifications (e.g. Microsoft Office Specialist (MOS) Expert or Master, Microsoft Certified Solutions Associate: Office 365
• Experience troubleshooting, repairing and supporting the following (or similar): Windows 7, Windows 8, and Mac operating systems, as well as common applications (e.g., MS Office, Outlook, VPN)
• HP, Dell, Tangent, and Apple desktop/laptop hardware systems
• OEM certification or at least 3 years of documented service required on at least 2 hardware systems required
• Apple (iPad) and other common tablet computing devices
• Printers, monitors, external hard-drives, network interface cards, etc.
• Cisco routers (e.g., 36XX, 76XX, ASR 1XXX)
• Cisco switches (e.g., Catalyst, Nexus)
• Cisco wireless access points (e.g., Aironet)
• Associated networking devices (e.g., LAN Controllers, WAN Optimizers)
• MCSA Windows 7, MCSA Windows 8, and CompTIA A+ required
• DL - Driver’s License – Any US State

One or more of the following certifications preferred : CCIE, CCNA, CCNP, CCDE, CCDP, CCSP, CCVP