User Support Field Tech I

TEKsystems
$21.00 - $28.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Texas, Austin
Apr 04, 2025
Description The User Support Field Technician I serves as a liaison between the User Support team and the customer for assigned sites/clinics/locations and is responsible for overseeing/monitoring all issues, requests, and project work specific to assigned sites/locations, including issues related to workstations, applications, peripherals, hardware, service, and EMR/EPM issues. This role will provide support through daily/weekly onsite visits, as well as through telephone and email communication. Additionally, the User Support Field Technician I will use their excellent technical and customer service skills, professionalism, and initiative to resolve issues and questions quickly and efficiently. 4 Plus Years of Experience is Highly Preferred Essential Duties (at least 5 that are non-negotiable duties and are absolutely pertinent to successfully completing the job without accommodations): The User Support, Field Technician I MUST: * Act as liaison between the User Support team and the customer for assigned sites/clinics/locations and oversee/monitor all issues, requests, and project work specific to assigned sites/locations * Maintain a direct relationship with leadership and users of assigned sites/clinics/locations and check-in daily through site visits, phone calls, emails, and ticket responses * Identify, research, and resolve escalated support tickets using User Support tools and processes, including general support and EMR/EPM issues * Plan, schedule, coordinate, and perform deployment/maintenance of new hardware, software, and network infrastructure for assigned sites/locations * Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues * Build, install and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware. * Perform basic network troubleshooting * Respond to escalated issues and ensure tickets are closed within User Support defined timeframes. * Build strong relationships with users, management, and third party vendors. * Add computers to Active Directory * Help maintain and support client operating systems and end-user software, using remote administration tools. * Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices. * Troubleshoot and resolve hardware and software problems on workstations and portable devices. * Provide on call after hours support on rotational schedule. * Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvements. * Travel to other offices/sites/clinics to provide support as needed. * Log all support issues accurately and in a timely fashion using departmental support tools and processes * Provide excellent customer service, including taking ownership of site-wide IT related issues. * Ensure all actions, job performance, personal conduct and communications represent Joint Tech in a highly professional manner at all times. * Be able to lift 50 lbs * Perform other duties as assigned. Knowledge/Skills/Abilities: * Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products * Strong customer service skills * Ability to exercise patience and professionalism during stressful situations * Willing to learn and accept challenges and new responsibilities * Strong attention to detail and accuracy * Strong analytical and problem-solving abilities. * Ability to perform software demonstrations and demonstrate basic hardware and software functionality to end users * Excellent verbal and written communication skills. * Adaptable and responds willingly to change * Ability to build and maintain strong working relationships with customers, leadership, peers, and team members * Adept at reading, writing, and interpreting technical documentation and procedure manuals. * Ability to communicate technical information to individuals with various levels of technical knowledge Skills O365, Imaging Troubleshooting, Windows 10/11, Desktop Support Top Skills Details O365,Imaging Troubleshooting,Windows 10/11,Desktop Support Additional Skills & Qualifications Comp TIA A+ needs to be acquired within 6 months if they do not already have it MINIMUM EDUCATION: * Associate's degree or * 4 years of practical computer hardware maintenance experience in lieu of education REQUIRED CERTIFICATIONS/LICENSURE: Failure to acquire the certification(s) by the below deadline(s) will result in termination of employment immediately after the deadline has passed. Certification/licensure renewal deadlines must be maintained by the individual employee: * CompTIA A+ Certification; must obtain this certification within the first 6 months of hire if not already acquired prior to start date MINIMUM EXPERIENCE: * 2 years of practical computer hardware maintenance experience * Experience with Microsoft Excel, Outlook, Word and internet browsing * Experience working with Microsoft operating systems and computer networks * Experience working with desktops, laptops, and other peripheral devices REQUIRED CERTIFICATIONS/LICENSURE: Failure to acquire the certification(s) by the below deadline(s) will result in termination of employment immediately after the deadline has passed. Certification/licensure renewal deadlines must be maintained by the individual employee: * CompTIA A+ Certification; must obtain this certification within the first 6 months of hire if not already acquired prior to start date Experience Level Intermediate Level Pay and Benefits The pay range for this position is $21.00 - $28.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Austin,TX. Application Deadline This position is anticipated to close on Apr 16, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.