Field Services Analyst

Description

PeaceHealth is seeking a Field Services Analyst for a Full Time, 1.00 FTE, Day position. The general salary range for this job opening at PeaceHealth is $30.22 - $45.32. The actual hiring rate is dependent upon several factors, including but not limited to, the job/position responsibilities, location, terms of the applicable collective bargaining agreement, education, training, work experience, seniority, work performance, etc.

Position is responsible for supporting the day-to-day technology needs of our internal customers. 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. Delivers the highest level of customer service and advanced technical troubleshooting skills to provide at the elbow support of telecommunications, network, and hardware. Position is assigned to a primary network with occasional travel to other PeaceHealth networks or facilities.

Position Details:

• Assists with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment and software complying with given standards and guidelines. Partners with engineering and senior/lead field services analysts to perform software updates and system or device upgrades.

• 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.

• Analyzes, investigates, troubleshoots and responds to routine and non-routine Help Desk requests via phone calls, emails and ticketing system.

• Ensures follow through on issues by cataloguing day-to-day tracking and resolution of customer reported TSP incidents and service requests; working directly with caregivers and members of other teams to troubleshoot and resolve print, telephony and end user device-based incidents.

• Participates in the testing and support of standard and nonstandard end user caregiver hardware configuration.

• Provides technical guidance, mentoring and support to PeaceHealth caregivers and TSP partners.

• Utilizes Microsoft System Center Configuration Manager (SCCM); Active Directory, Avaya site administration and EPIC EMR for end user support.

• Assists analyst or TSP leads/client engineering involving software deployment and implementation of workstation-based applications.

• Adds, edits or otherwise maintains hardware inventory for designated workgroups in TSP standard inventory system.

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

• Works with senior/lead/partner analysts to test peripheral and print technologies in PeaceHealth Epic EMR.

• 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.

What you bring:

• High School Diploma or GED required

• Minimum of 2 years 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 required.

• A+ Certification preferred.

Skills

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

• Knowledge of local area networking. (Required)

• Strong customer service skills. (Required)

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

• Strong verbal and written communication skills. (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.

PeaceHealth requires a completed Primary Vaccine Series (e.g., 2 dose monovalent Pfizer, Moderna or Novavax series or 1 dose J&J vaccine series) or be Up to Date (receiving the most recent Pfizer/Moderna bivalent vaccine/booster) for COVID-19 vaccination prior to their start date. PeaceHealth has a medical and religious exemption request process for those that are unable to receive the COVID-19 primary vaccine series due to medical/religious reasons. For caregivers that will be working in Oregon there is a personal vaccine exemption form that may be requested.

REQNUMBER: 78175