The IT Service Desk
Field Technician provides frontline Tier 1 technical support to end-users at
Sound and its partner agencies. The Field
Technician is customer facing, first step of support in our Department support
structure. The Field Technician defines technical problems and works with team
members to timely resolve and/or determine solutions with the support of Tier 2
for resolution as needed. The Analyst I
performs ongoing activities to maintain and enhance overall Sound technologies
utilized by the organization.
ESSENTIAL FUNCTIONS AND DUTIES
frontline IT support services to end-users with a focus on helping them achieve
positive business results.
Microsoft Windows, Office applications, and basic end-user connectivity issues.
up printers, installs and configures end-user laptops and desktops, and provide
phone system administration.
software image of office workstations; desktops, laptops.
identifies, resolves problems, and research answers and provides resources to
other IT team members and users.
Access Management services: creates and assigns user IDs; maintains security
group permissions, email distribution groups and other accesses as required.
desktop maintenance and support for Windows workstations.
VOIP phone system including new phone line installation, adds, moves, and
collaboratively with other Technology Department colleagues and Project Leads
to provide content expert assistance as required.
to different Sound locations to troubleshoot, deliver, and set-up computer
required, trains users on the use of email, telephones, and other software, as
well as on IT policies and procedures.
other duties as needed and/or assigned.
KEY WORK RELATIONSHIPS
This Field Technician works closely with the
Technology Support Team and requires the team member to demonstrate strong
competency and exemplary trustworthiness to Sound supervisory and line team
members throughout all departments of the company daily.
EDUCATION AND EXPERIENCE
of two years of advanced technical support.
customer or client service experience.
Windows operating system and MS Office expertise.
experience in Microsoft Active Directory environments.
in the following technologies: Windows for desktop, basic Active
Directory maintenance, Network Printing.
supporting mobile devices including iPhones.
utilizing industry best practices and products to address risks and situations
found in modern computing environments.
degree in related field preferred.
in a healthcare setting is desirable, but not required.
KNOWLEDGE, SKILLS, AND ABILITIES
and diverse knowledge base and proven experience in multiple areas of
customer service skills.
organizational skills and attention to detail.
be able to communicate effectively (both orally and in writing).
to analyze reports and general documents.
logic and ability to define and creatively problem solve complex situations.
awareness of enterprise information systems technologies.
to troubleshoot PC hardware - Desktop, Laptops.
to manage multiple tasks with varying priorities.
with ITIL Service Desk best practices and procedures.
- Washington State driver's license
and insurable driving record required.
- Must pass a criminal background
To successfully perform the essential duties of
this position, an individual must be able to sit at a desk for four or more
hours a day, and use office equipment, including phones and computer keyboards,
for four or more hours per day. Must be able to lift 50 pounds, bend and move
computer equipment. Individuals must be able to engage team member over the
phone and in-person by voice. Regular attendance is an essential function of the
position. Reasonable accommodations may be made to assist individuals with
disabilities to perform essential position functions.
The above position description is meant to
describe the general nature and level of work performed; it is not intended as
an exhaustive list of all duties, responsibilities and required skills for the
position. Team members will be required to follow any other position-related
instructions and to perform other duties requested by their supervisor in
compliance with Federal and State laws. Requirements are representative of
minimum levels of knowledge, skills and/or abilities necessary to perform each
duty proficiently. Continued employment remains on an "at-will" basis.
The above position description has been
reviewed by me. I understand my duties and responsibilities. I also understand
that duties and responsibilities may change in order to meet the needs of the
Send letter of interest, resume to: Recruitment@Sound.Health