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Field Service Technician (Helpdesk / Desktop Support)

Company: Amerit Consulting
Location: San Francisco
Posted on: November 23, 2020

Job Description:

Overview Our client, a public research university, dedicated entirely to health science and is a major center of medical and biological research and teaching seeks accomplished Field Service Technician (Helpdesk Desktop Support). Candidate must be authorized to work in USA without requiring sponsorship Location San Francisco, CA 94143 Duration 2 months w possibility of extension Description Provide support of clinical computer replacements due for refresh used at clinical and hospital locations. Also to provide onsite technical and hardware support, including triage, analysis, diagnosis and resolution of issues related to computer workstations, laptops, iPads, handheld devices, printers, peripherals, network connectivity, desktop software applications, and IT security compliance in clinical and hospital areas. Provide onsite technical support, including triage, analysis, diagnosis and resolution of issues related to desktop and laptop systems, handheld devices, printers, peripherals, network connectivity, desktop software applications and utilities, storage architecture, and IT security. Support will include staffing the IT Health Desk, a walk-up IT support center. Staff rotation to Service Desk or other sites as required. When at Service Desk Level1 handle 35-50 customer contacts per day from a variety of inbound sources telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95 Customer Satisfaction ratings, 60-65 First Contact Resolution, and 65-75 Level 1 Resolution. When at Service Desk Level2 Resolve 8-20 Level 1 escalations per day from a variety of inbound sources telephone, voicemail, email, assigned tickets, and instant messenger while maintaining 95 Customer Satisfaction ratings. Handle up to 100 tickets per day while managing queues and triaging tickets based on priority and service tier with greater than 95 accuracy. Assist Level 1 analysts in troubleshooting technical issues. Provide onsite field support for designated sites. Complete duties with the ability to collect and communicate technical concepts, both written verbal, to a non-technical audience with a high degree of Customer Service. Gather technical information and prepare IT technical Notifications ability to translate and manage technical Notifications to customer-facing Notifications. Provide front line support for a variety of clinicalbusiness applications, provision and administer user accounts and reset passwords in Active Directory, conceptually understand the purpose, general functions of enterprise applications, such as EPIC, Pyxis, MyAccess, and all its terminology. Use network diagnostic tools to support network infrastructure. AddMoveChange Telecom Communication Devices (e.g. SiemensCisco phones). Support and update of Amcom Pager System Database. Dismantle usersrsquo I.T. equipment and box up for outside vendors to move. At the work site deploy equipment and cable manage to keep workstation looking clean and professional. Work offsite and occasional late night and weekends to complete project deadlines. Deliver IT training to customers, on-site and remote, one-on-one training for standard desktop applications (MS Office, email clients, web browsers) and Desktop OS features. Qualifications Bachelorrsquos degree in Computer Science, Information Systems, or a similar degree. In lieu of degree, minimum of one years of additional relevant experience. Minimum two years of experience in a desktop support or help desk position, supporting Windows and Macintosh computers in a complex networked environment andor equivalent experiencetraining. Demonstrated expert proficiency supporting MS Windows XP, Windows 7, Windows 10, Macintosh OS X, and MS Office. Proficiency with troubleshooting MS Word, Excel, and Outlook. Ability to act as a Desktop Hardware Software consultant helping customers purchase the appropriate Hardware Software for their needs. Ability to troubleshoot and support network connections for workstations and printers, VPN, and wireless environments. Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices ndash Windows, Macintosh, Android and iOS. Ability and flexibility to support a 7x24 clinical environment and able to work flexible hours including after hours and weekends as needed with potential on-call responsibilities. Understanding of APeX printer mapping logic, setup and support. Proficient at VPSX print queue setup and support. Preferred Relevant technical certification (Microsoft, Apple, A, PMP, ITIL, MCP, MSCE, MSCA, CCNA, HDI, etc.). Experience supporting the following applications (ApexEPIC, ImageNow, WorkFront, Caradigm SSO, Dragon Naturally Speaking). Network troubleshooting and problem-solving skills, including NAT - Network Addressable Translations. Understanding of APeX LWS printer mappings and ability to create EPS queues within APeXEPIC. I'd love to talk to you if you think this position is right up your alley, and assure a prompt communication, whichever direction. If you're looking for rewarding employment and a company that puts its employees first, we'd like to work with you. Satwinder ldquoSatrdquo Singh Lead Technical Recruiter Company Overview Amerit Consulting is an extremely fast-growing staffing and consulting firm. Amerit Consulting was founded in 2002 to provide consulting, temporary staffing, direct hire, and payrolling services to Fortune 500 companies nationally as well as small to mid-sized organizations on a local regional level. Currently, Amerit has over 2,000 employees in 47 states. We develop and implement solutions that help our clients operate more efficiently, deliver greater customer satisfaction, and see a positive impact on their bottom line. We create value by bringing together the right people to achieve results. Our clients and employees say they choose to work with Amerit because of how we work with them - with service that exceeds their expectations and a personal commitment to their success. Our deep expertise in human capital management has fueled our expansion into direct hire placements, temporary staffing, contract placements, and additional staffing and consulting services that propel our clientsrsquo businesses forward. Amerit Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Applicants, with criminal histories, are considered in a manner that is consistent with local, state and federal laws.

Keywords: Amerit Consulting, San Francisco , Field Service Technician (Helpdesk / Desktop Support), IT / Software / Systems , San Francisco, California

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