Field Tech Analyst

Portland, OR 97239

Posted: 10/08/2018 Industry: IT Services Job Number: EB-1335893297
We are seeking 3 Field Tech Analysts on behalf of a leading healthcare organization located in downtown Portland.

Requirements:

Microsoft Certified Solutions Associate (MCSA) for Windows 7 (MS 70-680 and 70-685 exams)
Apple Macintosh OS Essentials
Dell TechDirect certification for Desktop and Laptop repairs

Description:

The Field Technology Analyst provides a high level, broad spectrum of technical analysis and support for computing and data communications technologies. Specifically, this class provides for field analysis of core technologies and services, tier 1, 2, and some 3 support of those technologies, project management, and a conduit for communications and technical feedback between customers, field support, and tier 3 support groups such as Systems Analysts/Engineers.

This position is distinguished by a hybrid combination of technology roles that include Systems Analyst, Field Service Technician, Project Manager and Help Desk Analyst. These are multi-tasking, broadly based positions that require a combination of analytic, technical, project management, and customer support skills to provide IT field support across the organization. The Field Technology Analyst is also distinguished by a broad spectrum and high degree of technical abilities, and the ability to effectively multi-task across job roles and across multiple technology platforms. These technology platforms may include but are not limited to stationary and mobile computing devices, multiple operating systems, virtualization, and converged technologies such as VOIP, Vocera, and other elements of unified communications. Lastly, this class is distinguished by a requirement to rapidly and dynamically respond to an ever-changing technology environment.

Reporting to the Field Services Supervisor, the Field Technology Analyst provides advanced technical expertise and leadership, models service excellence and conduct, and develops cross-team communications to facilitate core competencies and best practices. The Field Technology Analyst also provides liaison with other teams to communicate and assess operational issues, and test, integrate and help implement value added changes while mitigating negative issues in the network or field environment for the customer and department.

The Incumbent will observe due care, objectivity and respect for confidentiality. All employees must keep confidential what they hear and what they see when handling, reviewing or observing: communications and records thereof (calls, email, pages, fax, etc.), data transmission, databases, or other forms of information. Confidentiality extends to the identities of the parties of the communications, and even to the fact that the communication took place. When sharing information, consider whether the recipient has a true “ business need to know.”

Key Responsibilities & Performance Standards:

1. Systems Analysis
• Conducts field analysis of deployed core services including Directory Services, Mail, File, Desktop Images, Security systems, Virtualized environments, Wireless, and Wired Networks
• Monitors performance and proactively looks for system degradation or problem trends; provides feedback, problem assessment, and proposed solutions to customers, and tier 3 support groups
• Provides analysis and testing of new hardware and software for integrity and usability
• Develops and/or participate in testing to assess the effectiveness and utility of temporary and permanent solutions for problems discovered in the field
• Analyzes special project technology requirements and recommends optimal hardware/software solutions
• Recommends interdepartmental and organization-wide computing standards; develops proposals for consideration or justification of new acquisitions; prepares technical reports to be used by management in making decisions about field technology systems.
• Based on technical experience in the field, provides recommendations and assistance to other department staff in assessing and improving the tools, processes and procedures currently in use or proposed for future use.
• Consults with hardware, software, and device vendors to assist customers with selection an understanding of needed products and services.
• Develops and maintains expertise with current technologies and examine details of proposed future technologies to ensure effective and efficient deployment in research, and classroom environments.
• Participates in testing to assess the effectiveness and utility of proposed changes in tools, processes and procedures.
• Works with managers, technicians and customers to identify areas of concern and work to create efficient processes and procedures to ensure timely completion of projects, quality of support and resolution of problems; works collaboratively with other technical staff and management to identify trends and communicate issues that impact personnel (root cause analysis).
• Assists department in developing a technology roadmap for the future.

2. Tier 1 Help Desk Support
• Maintains superior oral, written, verbal and aural communication skills and pro-actively build relationships, respect and trust with customers and co-workers
• Responds to telephone queues, web based requests, and verbal requests for assistance
• Implements and tracks trouble tickets
• Interfaces with customers to define and resolve field technology issues; researches, resolves, and responds to highly complex questions in accordance with current IT industry and standards & practices; provides expert and creative solutions to customer problems of complex nature to ensure customer satisfaction and productivity
• Develops and maintains knowledge base for Help Desk support; works with other departmental groups to identify and verify information for knowledge base entry
• Assists customers in the use of Core Enterprise programs and services
• Keeps tier 3 support, and management informed of current problems and recommends solutions where necessary
• Acquires, maintains, and expands knowledge of day-to-day operating environment and relevant product offerings, current support policies, and methods of support delivery in order to provide timely and technically accurate solutions to customers
• Provides customer consultation and guidance for computing hardware purchases, and operation of an engineering/test environment to do pre-deployment hardware and software testing, and integration testing for hospital, research and/or classroom related support issues.
Tier 1 Help Desk Support
• Maintains superior oral, written, verbal and aural communication skills and pro-actively build relationships, respect and trust with customers and co-workers
• Responds to telephone queues, web based requests, and verbal requests for assistance
• Implements and tracks trouble tickets
• Assists customers in the use of Core Enterprise programs and services
• Keeps tier 3 support, and management informed of current problems and recommends solutions where necessary
• Acquires, maintains, and expands knowledge of day-to-day operating environment and relevant product offerings, current support policies, and methods of support delivery in order to provide timely and technically accurate solutions to customers
• Provides customer consultation and guidance for computing hardware purchases, and operation of an engineering/test environment to do pre-deployment hardware and software testing, and integration testing for hospital, research and/or classroom related support issues.
• Helps communicate with and coordinate desktop and computer support resources to handle campus-wide urgent issues that impact the desktop environment, such as virus and threat response. Assist with timely and accurate communication and provide updates to managers and other teams as necessary.
• Proactively initiates contact with customers to evaluate business drivers, technology needs, and future budget considerations, and elicit customer perspective and opinion relating to support levels and future direction.
• Introduces services and solutions by educating departments on support models and engagement procedures, and offering preventative maintenance options.

Tier 2 Field Technical Services
• Adheres to all organizational policies and procedures, to include data protection, security, and encryption.
• Provides advanced support for installation, usage, and maintenance of core and environment-specific systems and software
• Supports, monitors, tests, and troubleshoots hardware and software pertaining to equipment used in conjunction with the Network environment; triages and creates trouble tickets/projects communicates with customers regarding the status of all work requested.
• Performs complex analysis/troubleshooting to resolve problems with hardware and software; analyzes, troubleshoots and resolves complex user access problems
• Determines requirements and manages coordination for all data/voice equipment installations and moves; installs components of newly acquired computer systems, sets up and configures systems

Hours are 8am-5pm

Starting pay: $20.51/hour

This is a 12 month contract position offered by Abbott & Associates with their client company.


Who is Abbott & Associates Professional Placement?

We are a family-owned and operated staffing agency working in the Oregon and SW Washington market since 2002. We are a Woman Business Enterprise and Emerging Small Business certified company, also accredited by the Better Business Bureau.

Abbott & Associates has recently been recognized as a Finalist for the Excellence in Family Business awards by the Austin Family Business program at Oregon State University.

Why you should work with us:

Work with a small, locally-owned staffing agency that takes a personally tailored approach to every match they make. Helping people is our greatest passion and what drives us everyday. With Abbott & Associates you won't just feel like a number, you will feel like family!

Visit our website to learn more about us or simply do a quick google search to read the wonderful things people have said about working with us!
www.Abbott-associates.Com

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