Field Services Analyst Senior

Job Description

Description

PeaceHealth is seeking a Field Services Analyst Senior for a Full Time, 1.00 FTE, Day position. The salary range for this job opening at PeaceHealth is $31.70 – $47.54. The hiring rate is dependent upon several factors, including but not limited to education, training, work experience, terms of any applicable collective bargaining agreement, seniority, etc.

Job Summary

Position is responsible for supporting the day-to-day technology needs of our internal customers and serves as an escalation point for Field Services Analysts in any capacity needed. Operating in a fast paced, high-volume environment, position is responsible for delivering support services and solutions through the coordination of day-to-day priorities, technical assistance, and end-user education. Coordinates and monitors project progress with minor supervision, keeping lead or managers informed of workflow problems, project status or suggestions of process improvements. Delivers the highest level of customer service with advanced technical troubleshooting skills and takes initiative in resolving issues.

Essential Functions

• Performs installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines. Partners with engineering to perform software updates and system or device upgrades.

• Utilizes Microsoft System Center Configuration Manager (SCCM) for application deployment and informational reporting and Active Directory (AD), Avaya site administration and EPIC EMR for end user and administrative reporting, and basic network-based troubleshooting.

• Provides at the elbow support of telecommunications, network, and hardware including monitoring various systems, ensuring optimal operating conditions and educating end-users on how to resolve various hardware and software problems.

• Adds, edits, and maintains hardware inventory for designated workgroups in the TSP standard inventory system.

• Maintains system documentation (including departmental layouts, system software, troubleshoot/repair procedure, record adds and, etc.). Develops and maintains user and technical documentation for device support and configuration process for all TSP systems.

• Analyzes, investigates, troubleshoots and responds to routine, complex and escalated requests via phone calls, emails and PeaceHealth’s ticketing system.

• Facilitates discussions for understanding the root cause of problems and works diligently to reduce the cause of disruptions for customers.

• Coordinates, monitors, and performs information technology and facilities related projects .

• Travels to other PeaceHealth locations to assist with setup, support or maintenance as needed. Participates in on-call rotation for after-hours support.

• Performs other duties as assigned.

Qualifications

Education

• High School Diploma Required: or GED

Experience

• Minimum of 4 years Required: Experience in technical support, including troubleshooting desktop PC’s running MS Windows 10 or higher operating systems, printers, VOIP Phone, and other peripheral hardware, desktop software configuration in a networked client/server environment, and/or technical interface with Windows Server

Credentials

• Preferred : A+ Certification

Skills

• Strong Knowledge of MS Office and Backoffice client applications. (Required)

• Knowledge of local area networking. (Required)

• Strong Customer Services Skills. (Required)

• Ability to work as part of a team in a collaborative manner. (Required)

• Communicates professionally and precisely, verbally and in writing, with all levels of personnel, including senior management. (Required)

• Ability to manage priorities and complete assigned tasks according to established timelines and deadlines. (Required)

Working Conditions

Lifting

• Consistently operates computer and other office equipment.

• Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

• Sedentary work.

Environmental Conditions

• Predominantly operates in an office environment.

Mental/Visual

• Ability to communicate and exchange accurate information.

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

PeaceHealth is committed to the overall wellbeing of our caregivers: physical, emotional, financial, social, and spiritual. We offer caregivers a competitive and comprehensive total rewards package. Some of the many benefits included in this package are full medical/dental/vision coverage; 403b retirement plan employer base and matching contributions; paid time off; employer-paid life and disability insurance with additional buyup coverage options; tuition and continuing education reimbursement; wellness benefits, and expanded EAP and mental health program.

See how PeaceHealth is committed to Inclusivity, Respect for Diversity and Cultural Humility.

For full consideration of your skills and abilities, please attach a current resume with your application. EEO Affirmative Action Employer/Vets/Disabled in accordance with applicable local, state or federal laws.