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IT Field Service Technician

Company: Regency Integrated Health Services
Location: Harlingen
Posted on: November 17, 2021

Job Description:

*This position will cover our South Texas/Valley Region*OverviewThe Field Service Technician's role is to provide on-site technical support at Regency Integrated Health Services' Facilities as assigned by their immediate supervisor. This includes receiving, prioritizing, documenting and activelyresolving end user help requests, receiving escalations from Service Desk Technicians Level I and Level II, and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolutionmay involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. In addition the Field Technician is expected to deploy and maintain computers & systems in the field.Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
    • Create knowledge base libraries as to assist others resolve known issues and workarounds
    • Alert management to emerging trends in incidents.
    • Acquisition & Deployment
    • Implement hardware, software releases, roll-outs, and communication to the end users.
    • Sequence tasks as to gain maximum efficiency in deployments and implementationsOperational Management
      • Assist Help Desk Technicians with tickets by providing on-site support.
      • Field incoming requests and incidents to the Service Desk via on site interaction to ensure courteous, timely and effective resolution of end user issues.
      • Build rapport and elicit incident details from service desk customers.
      • Prioritize and schedule incidents. Escalate incidents to problems (when required) to the appropriately experienced technician or to engineering for resolution.
      • Record, track and document the service desk request or incident solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
      • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
      • Image and deploy desktop devices in a working and/or clinical environment
      • Assist with installing and maintaining network infrastructure as required
      • Develop test procedures and checklist to perform repetitive solutions or setups.
      • Install anti-virus software and ensure virus definitions are up-to-date.
      • Access software updates, drivers, knowledge bases, and FAQ resources to aid in problem resolution.
      • Instruct others on the use of appropriate software and hardware used and supported by the organization.
      • Perform preventative maintenance, including checking, optimizing and cleaning of network equipment, workstations, printers, and peripherals.
      • Test fixes to ensure incidents has been adequately resolved.
      • Reinforce SLAs to manage end-user expectations.
      • Other duties as directed by their immediate supervisor.Regency Integrated Health Services is an Equal Opportunity Employer. Regency does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability status, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are based on legitimate, non-discriminatory criteria.Job Type: Full-timeBenefits:
        • 401(k)
        • Dental insurance
        • Health insurance
        • Life insurance
        • Paid time off
        • Vision insuranceEducation:
          • High school or equivalent (Preferred)Work Location:
            • Multiple locationsWork Remotely:
              • NoWork Location: Multiple Locations

Keywords: Regency Integrated Health Services, Harlingen , IT Field Service Technician, IT / Software / Systems , Harlingen, Texas

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