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Job Description/Summary:
Under general supervision of IT Technical Support management, the IT
Field Service (ITFS) Technician provides hands-on support for field
service support/maintenance of end user devices within the hospital,
clinic and administrative areas, including computing and communications
of devices deployed throughout UCSF Benioff Children's Hospital Oakland
(BCH Oakland). This position interacts with physicians, nurses, and a
broad array of others including administrative personnel, other IT
groups, external departments, vendors, and consultants requiring both
sound technical and outstanding customer service skills (highly
professional, courteous, and patient disposition.) The ITFS Technician
ensures for the timely completion of appropriate proactive maintenance
activities and reactive incident resolution processes necessary to
maintain the customer IT device environment. This includes corrective
action in the resolution of incidents, change management, and
escalation/notification processes as appropriate.IT Field Services has a broad scope of responsibility for on-site
support of end user computing devices (computers, peripherals, handheld
devices, etc.), support for voice / telephone devices and
videoconferencing systems at customer locations, moves/adds/changes of
end user devices for both voice and data based on design and allocation
data from IT Engineering, coordination of external support agencies, and
coordination of IT staff as it relates to providing customer support,
handling a high volume of tickets in a professional manner.Position Requirements:
Minimum Education: High school, GED or equivalent required.
Minimum Experience: 3-5 years of related work experience required.
2 – 3 years of experience in healthcare strongly desired.
License Prefered: Maintain a current California drivers license and
meet all hospital Risk Management requirements, including no moving
violations within one year. Auto travel to other sites is often
required.
Certification Required: Relevant technical certification (Microsoft,
Apple, A+, PMP, ITIL, MCP, MCSE, MSCA, CCNA, HDI, etc.) or Associates
degree in Computer Science, Information Systems, or similar degree. In
lieu of degree, minimum of 2 years of additional relevant experience.
Knowledge, Skills, and Abilities: Ability to stay current with new
technologies and maintain desire and ability to learn these
technologies. Excellent customer service and interpersonal skills.
Excellent attendance and punctuality. Must demonstrate the ability to
assess a situation, define the problem, develop an approach and work
with other teams as necessary in executing on that approach. Need to
demonstrate past instances of working in this manner successfully. High
degree of self-motivation. 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.
Technical Knowledge: Expertise in end user devices including the
latest Windows OS and Macintosh OS desktop/laptops and MS Office;
familiar with handheld devices such as iPhones, iPad, and Android
devices, and video conferencing end points. Ability to troubleshoot and
support network connections for workstations and printers, VPN, and
wireless environments. Fluent in technical terminology with a solid
understanding of the interrelationship of software, hardware, and
network environments.Physical Requirements:
Sit: Up to 8 hours/day
Stand/Walk: Up to 6 hours
Bend/Stoop: Up to 6 hours
Reach: Up to 6 hours
Rep Use of UE/Grasp: Up to 8 hrs
Lift/Push/Pull: 25 lbs, over 25 lbs with assistance or equipment
This job requires the ability to hear alarms clients and/or instruction.
The ability to see accurately from 20 inches to 20-ft. Reasonable
accommodations may be made to enable individuals with disabilities to
perform the essential function of this position.
