Essential Job Functions:

Mitigates issues by updating, modifying, re-installing or removing software/hardware. Implements effective, appropriate and standard solutions. Troubleshoots and problem solves in a logical manner. Provides resolution using Incident and Request processes, in line with ITSM Guidelines. Knowledge of Healthcare operations, departments and Service Management software enabling proficient ability to triage tickets. Performs hardware device or system analysis to diagnose any issues or identify sources of performance degradation. Demonstrates knowledge of ITIL methodology and experience of work within an ITIL framework. Monitors, evaluates, prioritizes and works with IT peers, leaders and stakeholders in the use of Information Technology systems and equipment to maximize benefits in meeting the Information Technology goals and vision of NAH. Responds to incident tickets in accordance with SLA guidelines. Utilizes understanding of hospital inpatient, clinic outpatient operations and/or systems to provide support for the product lines he/she is responsible for. Demonstrates knowledge of enterprise hardware and software and the ability to operate a computer and peripheral equipment to support all NAH IT Infrastructure and systems. Diagnoses and troubleshoots issues while providing technical, clinical, and business resolutions. Responsible for special functions and duties as directed by senior FS Technicians or management. Demonstrates knowledge of IT Security policies and guidelines; responsible for updates to security configuration changes on supported systems to promote compliance to include appropriate audit trail. Responsible for fulfilling end user requests and resolving issues on computing devices.

Other duties as assigned.

Communications:

Demonstrates effective written and interpersonal skills when communicating with customers and colleagues. Responds to requests for technical assistance by phone, email or using a service management system. Responsible for providing quality status updates to stakeholders via communication tools and within the NAH service management tool. Utilizes all available data as a communication tool to promote data-driven decision making. Record, track, and document the incident problem solving process including actions taken through to the final resolution. Follows up with customers regarding open issues and ensures delivery of great client service. Tech 2: Essential Job Functions Mitigates issues by updating, modifying, re-installing or removing software/hardware. Creates and implements effective, appropriate and standard solutions. Documents solutions and reviews documentation for accuracy at regular intervals. Demonstrates ability to support technology systems (drafting, reviewing, approving and implementation). Troubleshoots and problem solves in a logical manner. Provides resolution using Incident Management and Change Management processes, in line with ITSM Guidelines. Knowledge of Healthcare operations, departments and Service Management software enabling proficient ability to triage tickets and assign to correct teams across the Healthcare system. Demonstrates ability to implement hardware and device changes across the Healthcare system. Performs hardware device or system analysis to diagnose any issues or identify sources of performance degradation. Demonstrates knowledge of ITIL methodology and experience of work within an ITIL framework. Resolves hardware and software technical issues. Works collaboratively with internal business units and vendors, to analyze and resolve IT-related issues, including desktop, software, SaaS and business system issues. Monitors, evaluates, prioritizes and works with IT peers, leaders and stakeholders in the use of Information Technology systems and equipment to maximize benefits in meeting the Information Technology goals and vision of NAH.Responds to incident tickets in accordance with SLA guidelines. Utilizes a thorough understanding of hospital inpatient, clinic outpatient operations and/or systems to provide support for the product lines he/she is responsible for. Demonstrates knowledge of enterprise hardware and software and the ability to operate a computer and peripheral equipment to support all NAH IT Infrastructure and systems. Diagnoses and troubleshoots issues while providing technical, clinical, and business resolutions. Responsible for special functions and duties as directed by Team Lead or management. Utilizes tools, controls techniques, established principals and standards to ascertain the quality, effectiveness, security and accuracy of PC and Mobile device systems. Demonstrates knowledge of IT Security policies and guidelines; responsible for updates to security configuration changes on supported systems to promote compliance to include appropriate audit trail. Responsible for fulfilling end user requests and resolving issues on computing devices. Mentor more junior technicians and provide troubleshooting guidance / assistance as needed. Create documentation for staff training purposes. Document support processes and procedures. Other duties as assigned. Communications Demonstrates effective written and interpersonal skills when communicating with customers and colleagues. Responds to requests for technical assistance by phone, email or using a service management system. Responsible for providing quality status updates to stakeholders via communication tools and within the NAH service management tool. Utilizes all available data as a communication tool to promote data-driven decision making. Record, track, and document the incident problem solving process including actions taken through to the final resolution. Work collaboratively with internal business units, to analyze and resolve IT-related issues, including desktop, software, SaaS and business system issues Interface directly with other IT teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements and escalation points. Follows up with customers regarding open issues and ensures delivery of stellar client service. Qualifications Education Tech 1: High School Diploma or GED

Required Tech 2: High School Diploma or GED
Required Associate's Computer Science / Information Systems or related field OR equivalent education/experience
Preferred Experience Tech 1 1 year of IT experience
Preferred 1 year of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users.
Preferred A strong customer service background and a positive outlook on problem-solving
Required Basic knowledge and skill supporting and troubleshooting MS Windows and MS Office 365
Required Basic knowledge of Microsoft Active Directory users and computers.
Preferred Basic experience with web browsers such as Edge, Chrome, etc.
Required Strong work ethic and emphasis on attention to details.
Required Demonstrated ability to learn new technologies and processes.
Required Tech 2 2+ years of IT experience.
Required 2+ years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users.
Required Highly proficient at working in and assisting others through company help desk software in addition to other remote access desktop programs.
Required Demonstrated experience in delivering excellent technical/non-technical support with outstanding customer satisfaction and timeliness.
Required Deep knowledge of the desktop products and services provided by NAH IT.
Required Experience installing and configuring computer systems and applications for a mid to large company.
Required Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
Required Extensive experience working with Windows based operating systems.
RequiredStrong work ethic and emphasis on attention to details.
Required A demonstrated ability to consistently deliver high quality customer service and outstanding problem-solving.
Required Proven capability to learn new technologies and processes.
RequiredAbility to effectively self-manage competing priorities.
Required Excellent problem-solving and multitasking skills.
Required Capable of leading projects as needed.
Required Advanced level troubleshooting skills for MS Windows OS and MS Office 365.
Required Advanced knowledge of Microsoft Active Directory users and computers.
Required Advanced knowledge and experience with web browsers such as Edge, Chrome, etc.
Required Knowledge and experience with Enterprise desktop management system such as Microsoft System Center Configuration Manager.
Preferred Certification & Licensures Tech 2: CompTIA A+ Certification
PreferredDell hardware certification
Preferred

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IT Field Services Technician - Flagstaff, AZ