Facility: Wellstar MCG Health, Inc.

Job Summary:

The IT Field Support Technician is responsible for installation, support, inventory enhancement and management of networked and non-networked hardware such as desktops, laptops, thin clients, printers, and peripherals. In addition, the IT Field Support Technician is responsible for problem resolution/troubleshooting/training and communicating with end users in a timely and customer-oriented manner. Assist with the deployment and maintenance of service level agreements with appropriate reporting and documentation. All other duties as assigned.

Core Responsibilities and Essential Functions:

Responsible for installation, support, inventory enhancement and management of networked and non-networked hardware such as desktops, laptops, thin clients, printers, and peripherals Installation, support, inventory and management of local system applications. * Assists in the development of project-specific work plans, task sequencing, and the extent to which tasks can be performed concurrently. * Works independently on routine assignments. Strives to improve skill/problem solving abilities. * Identifies new products/management or applications to enhance WellStars desktop support environment. * Maintains/follows all network and non-networked standards. (i.e. print queue and account creations, security procedures etc.) * Creates training documentation that is user friendly, detailed, and precise * Creates new suggestions/enhancements for WellStar network * Recommends/Implements and maintains all desktop hardware and software management systems. (i.e. Altiris, SCCM, Patch Management etc.) * Evaluates new hardware models and makes recommendations. * Maintains/Recommends desktop standards and images. Working with Network Administration and Information Compliance Management on requirements for all areas responsible * Completes of assigned projects on time. * Maintains system/applications/software and hardware inventory in the centralized tracking/inventory system. * Manages hardware and software inventory spot checks system wide, reporting discrepancies * Creates/Maintains/Implements desktop/peripheral/local office/local application P&Ps. * Creates/Maintains WellStars user community print driver delivery mechanism. * Maintains clean work environment. * Disposes of discarded/un-repairable equipment following WellStars disposal procedures. (Inventory, Safety etc.) Clearly documents system/application/hardware support issue and resolution in the call tracking system for of all assigned support calls. * Completes problem resolution, work orders including critical problems in a timely manner (following SLAs), updating client of status & maintaining work schedules and appointments. * Maintains service level agreements and follows up with customers. * Provides status reports as requested in a timely manner. * Properly documents all work orders and problem calls in tracking system, once assigned, while in work and once completed. A constant chain of documentation for current user status. * Escalates problems to the proper person/groups/management in a timely manner. Actively support IT policies, procedures and initiatives. * Attends regular departmental and Towne Hall meetings, and promote / exemplify excellent customer service as aligned with WellStars Standards of Gold. * Exhibit tact, professionalism, good personal grooming and create a favorable impression to the public and all health system staff through professional dress and good customer service skills. * Utilize process management principles. Enhance professional growth and development through education programs, workshops or other educational opportunities that may be presented. Keep abreast of current events. * Creates monthly news article events/updates to keep current information available to the WellStar user community with helpful hints. * Demonstrates ability to learn/improve troubleshooting skills by actively participating in education programs. Performs additional duties as assigned. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

• High School Diploma General or Associates Information Technology-Preferred or Bachelors Computer Science-Preferred

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 2 years experience preferred in customer service/ / IT Support Preferred

Required Minimum Skills:

Desktop operating systems, hardware, printers and peripherals, desktop applications (i.e. Microsoft Office products etc.), LAN/WAN Connectivity. Strong communication, presentation, and customer relation skills. The individual must be able to communicate and have good team building skills.