IT Field Service Technician (Desktop or Helpdesk Support)

Job Details

  • ID#48255683
  • Address 94103 , Sanfrancisco,


    Sanfrancisco USA
  • Job type


  • Salary USD Depends on Experience Depends on Experience
  • Hiring Company

    Amerit Consulting

  • Showed01st January 2023
  • Date31st December 20222022-12-31T00:00:00-0800
  • Deadline01st March 2023
  • Category

    Et cetera

IT Field Service Technician (Desktop or Helpdesk Support)


Our client, a Medical Center facility under the aegis of a California Public Ivy university and one of largest health delivery systems in California, seeks accomplished

IT Field Service Technician.

Candidate must be authorized to work in USA without requiring sponsorship

Location: San Francisco, CA 94103

Duration: 4 months contract w/ possibility of extension

  • Typically found in large central departments serving multiple departments or units, this family involves providing day-to-day advanced consultation, training, instruction and troubleshooting / problem-solving to technical staff and end users for hardware, software, network and related computer systems, handheld and peripheral devices and ensures their operation for individuals and groups of computer users.
  • Analyzes, recommends, installs, configures, and evaluates systems and tools for internal and end user use.
  • Develops and conducts tests of hardware and software and reports on configurations and behavior.
  • Develops and provides technical documentation and training.
  • Assesses needs and recommends hardware and software acquisitions and upgrades.
  • This is a mid-level support position for problem resolution and providing technical recommendations for more complex problems.
  • Incumbent participates in system administration with appropriate tools such as Microsoft ADUC (Active Directory) console, MS System Configuration Manager, and Tivoli Endpoint Manager (Big Fix).
  • At this level, assignments may be complex in nature where judgment will be required in problem resolution and training end-users.
  • The incumbent is responsible for maintaining secure and confidential information and must be familiar with specific IT technical policies.
  • Incumbent is responsible for the resolution of technical issues concerning desktop computers, laptops, communication devices, printers, and other peripherals.
  • Incumbent will provide software support and user training on applications for computers, communication devices (iPad, iPhone, Android), and printers.
  • Incumbent will document in detail the request and incident resolution and track hours worked in the help desk ticketing system and provide the customer with status updates.
  • The incumbent must balance his or her technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk and Field Services, providing both phone-based, remote, and onsite customer support.
  • Exercise sound judgment and prioritization and reorganization of customer requests.
  • Incumbent must be flexible with scheduling and willing to work nights and weekends.
  • Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors.
  • Within defined procedures and practices, determines appropriate action.
  • Provide onsite technical support, including triage, analysis, diagnosis, and resolution of issues related to desktop and laptop systems, handheld devices, printers, peripherals, network connectivity, desktop software applications and utilities, storage architecture, and IT security. Support will include staffing the IT Health Desk, a walk-up IT support center.
  • Staff rotation to Service Desk or other sites as required.
  • When at Service Desk Level1: handle 35-50 customer contacts per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95% Customer Satisfaction ratings, 60-65% First Contact Resolution, and 65-75% Level 1 Resolution.
  • When at Service Desk Level2: Resolve 8-20 Level 1 escalations per day from a variety of inbound sources: telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95% Customer Satisfaction ratings.
  • Handle up to 100 tickets per day while managing queues and triaging tickets based on priority and service tier with greater than 95% accuracy.
  • Assist Level 1 analysts in troubleshooting technical issues. Provide onsite field support for designated sites.
  • Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
  • Gather technical information and prepare IT technical Notifications; ability to translate and manage technical Notifications to customer-facing Notifications.
  • Provide thorough analysis and develop/recommend cost-effective solutions to variously complex technology problems based on incumbent s extensive knowledge of campus/medical center standards and Department s requirements/needs.
  • Provide front line support for a variety of clinical/business applications, provision and administer user accounts and reset passwords in Active Directory,
  • Conceptually understand the purpose, general functions of enterprise applications, such as EPIC, Pyxis, MyAccess, and all its terminology.
  • Knowledge of important Federal, State, and information security policies and procedures. Knowledge of policies sufficient to recognize violations or potential security problems before they happen, and act as information security liaison for supported groups.
  • Use network diagnostic tools to support network infrastructure. Add/Move/Change Telecom Communication Devices (e.g. Siemens/Cisco phones). Support and update of Amcom Pager System Database.
  • Perform Proactive Rounding, as assigned. Serve as internal escalation/contact for resolution of complex issues and VIP support.
  • Participate in continuous process improvement & innovation. Complete other duties, as assigned.
  • Participate in small to medium sized technology projects. Of critical importance in this area is working closely with clients to analyze business needs, develop & design appropriate technology solutions, and present detailed recommendations to the client.
  • Manage small technology projects, such as technology rollouts to customer base or as a subset of larger projects. Support new project development, including systems analysis, planning and preparation, testing and implementation and client coordination as needed.
  • Participate in development and management of project, project communications, status reporting, and address related customer issues.
  • Deliver IT training to customers, on-site and remote, one-on-one training for standard desktop applications (MS Office, email clients, web browsers) and Desktop OS features.
  • Moderately complex user documentation and walkthroughs. Complete other training related duties, as assigned.
  • Maintain hardware inventory data and software licensing information to ensure accuracy. Conduct periodic audits. Implement encryption on all required computers and notification of devices out of compliance.
  • Assure licensing compliance by recording software purchasing information, installations, and user assignments. Recommend hardware configurations for customer procurement.
  • Create accurate Knowledge Base articles allowing for continuous improvement of the Enterprise Desktop Support & Service Desk programs.

  • Minimum two years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment and/or equivalent experience/training.
  • Bachelor s degree in Computer Science, Information Systems, or a similar degree. In lieu of degree, minimum of one years of additional relevant experience.
  • Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook.
  • Ability to act as a Desktop Hardware & Software consultant helping customers purchase the appropriate Hardware & Software for their needs.
  • Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments.
  • Demonstrated skill in configuring, troubleshooting, and supporting escalated end user client systems including desktop, laptop, and mobile computing devices Windows, Macintosh, Android, and iOS.
  • Broad knowledge of enterprise system functions, dependencies, interactions, and ability to use this information to troubleshoot. Ability to follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services, financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools.
  • Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization. High degree of collaboration skills and the ability to work well in small teams and cross functionally. Knowledge of Collaboration tools & Service.
  • Working knowledge of server internals, especially as needed for troubleshooting and isolating issues.
  • Advanced skill at creating technical documentation for complex processes and applications.
  • Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner. Ability to develop and deliver advanced desk-side training, basic desk-side training, basic group training.
  • General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services.
  • Demonstrates problem-solving skills.
  • Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards.
  • Effective skills at technical and administrative work direction, and proficiency in project management basics.
  • Excellent customer service skills.
  • Demonstrated judgment to delegate / escalate issues appropriately. High degree of self-motivation and flexibility. Must be exceptionally resourceful, detail-oriented, and have outstanding organization skills. Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
  • Understanding of IT Service Management, incident, and request management with-in an Enterprise environment
  • Ability and flexibility to support a 7x24 clinical environment with potential on-call responsibilities.

I'd love to talk to you if you think this position is right up your alley, and assure a prompt communication, whichever direction. If you're looking for rewarding employment and a company that puts its employees first, we'd like to work with you.

Satwinder Sat Singh

Lead Technical Recruiter

Company Overview:

Amerit Consulting is an extremely fast-growing staffing and consulting firm. Amerit Consulting was founded in 2002 to provide consulting, temporary staffing, direct hire, and payrolling services to Fortune 500 companies nationally; as well as small to mid-sized organizations on a local & regional level. Currently, Amerit has over 2,000 employees in 47 states. We develop and implement solutions that help our clients operate more efficiently, deliver greater customer satisfaction, and see a positive impact on their bottom line. We create value by bringing together the right people to achieve results. Our clients and employees say they choose to work with Amerit because of how we work with them - with service that exceeds their expectations and a personal commitment to their success. Our deep expertise in human capital management has fueled our expansion into direct hire placements, temporary staffing, contract placements, and additional staffing and consulting services that propel our clients businesses forward. Amerit Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Applicants, with criminal histories, are considered in a manner that is consistent with local, state, and federal laws.

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