ITS Field Tech I, Full Time, Harrisburg Medical Center

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Location: Harrisburg, IL

Position Summary
• Responsible for providing excellent customer service and technical support for end user hardware, software, and project-based needs; triage and document relevant information in ticket system, prioritize problems based on customer needs and work to resolve issues in a timely manner per Service Level Agreements; and maintaining / keeping an inventory of computers, parts, and software. This position will provide 24/7 on-call responsibilities on a rotational basis or as emergencies arise. Position may also require flexing to various shifts to meet the needs of the customer.

Education
• Associate’s degree in Business, IT or Healthcare related field or 2 years of IT experience with proven knowledge of end user device troubleshooting and management.

Licenses and Certification
• CompTIA A+, Network+, or Security+ Certifications preferred
• ITIL Certification preferred

Experience and Skills
• Experience working in a customer service role.
• Excellent customer service skills, including verbal and written communication skills.
• Ability to work independently with minimal supervision as well as in a team environment.
• Experience in the maintenance, troubleshooting and upgrading of computer hardware and software.
• Working knowledge of network protocols.
• Working knowledge of Microsoft Windows operating systems
• ServiceNow experience preferred
• Previous healthcare experience preferred

Role Specific Responsibility
• Respond to assigned incidents/requests to provide IT services to SIH staff.
• Adheres to SIH ITS policies and procedures with standard-based solutions on all tasks assigned to ensure a uniform end user experience across all of SIH.
• Documents descriptive tickets with required information on issues.
• Uses effective and pleasant telephone and in-person communications skills to support SIH standards of performance for “respect, integrity, and compassion”.
• Is available for "on-call" emergency solution support and other after-hours support duties as assigned by ITS Management.
• Analyzes and resolves problems through persistent troubleshooting.
• Proactively communicates issues/solutions/ideas within the team and with other SIH teams.
• Deals with challenging people with a high stress tolerance.
• Assists with insights and research on IT best practice solutions – both hardware and software products – and helps define applicability to the SIH environment.
• Installs and repairs selected software and hardware products as necessary and works closely with IT solution vendors to ensure continuity of system usefulness and service.
• Recommends improvements in IT solutions software and hardware.
• Travel between SIH facilities required.

Compensation (Commensurate with experience):

To

To access our Benefits Guide/Plan Information, please click the link below:

http://www.sih.net/careers/benefits