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Field Engineer

Marietta Memorial Hospital Marietta, OH
  • Posted: November 01, 2019
  • Full-Time

In an environment of continuous quality improvement, the Field Engineer
is responsible for providing quality first-level support to IT users and
employing a high degree of customer service, technical expertise and
timeliness. This position is responsible for maintaining a knowledge
base to optimize problem resolution, tracking calls and entering
solution data and following through on resolution with end users. The
Field Engineer's role is to ensure proper computer operation so that end
users can accomplish business tasks. Exhibits the MHS Standards of
Excellence and exercises strict confidentiality at all times.
Job Requirement:
? Associate's degree in Computer Science or Information
Technology or equivalent or 2 years of technical experience****
? A+ Certification and Microsoft Certified Desktop Support
Technician Certification preferred****
? HDI Support Center Analyst Certification within one year of
hire required****
? Strong technical, critical thinking and troubleshooting
skills****
? Excellent communication, interpersonal, organizational and
planning skills****
? Motivation and a strong sense of urgency; high detail
orientation and adept at multitasking****
? The ability to work independently as well as in a team
environment; have a professional appearance and positive attitude****
? The ability to lift up to 50 pounds****
? Ability to be on call****
****
Job Functions:
1. Assesses initial inquiries and requests from end users/service
desk, then coordinates support activities, and escalates issues
appropriately
2. Assists with the day-to-day maintenance of hospital's PCs;
performs installation, configuration and upgrade tasks
3. Serves as troubleshooter on more complex end user computer
problems
4. Manage assets, licenses and user administration
5. Assists department manager in on-going assessment and upgrading
of PCs; may research and evaluate hardware and software
6. Keep current on most recent trends and technologies, suggest
improvements to bridge with other departments and keep technical
knowledge current
7. Fields incoming requests to the Service Desk via telephone and
e-mail to ensure courteous, timely and effective resolution of end user
issues
8. Documents all pertinent end user identification information
including name, department, contact information, and nature of problem
or issue
9. Prioritizes and schedules problems, escalating problem (when
required) to the appropriately experienced technician
10. Researches, resolves, and responds to questions received via
telephone calls, emails, and callbacks in a timely manner, in accordance
with standards; escalate problems to appropriate individual/group
11. Records, tracks and documents the service desk request
problem-solving process, including all successful and unsuccessful
decisions made, and actions taken, through to final resolution
12. Assists in the resolution of user and support issues among company
sites to ensure timely distribution of knowledge and positive impact on
user satisfaction
13. Accesses software updates, drivers, knowledge bases, and FAQ
resources to aid in problem resolution
14. Routinely contributes to the Knowledge Base
15. Provides accurate and creative solutions to user problems of
moderate nature to ensure user productivity
16. Acquires and maintains current knowledge of relevant product
offerings and support policies to provide technically accurate solutions
to customers
17. Participates in team projects that enhance the quality or
efficiency of Service Desk and assist with special product-related
issues as needed
18. Applies diagnostic utilities to aid in troubleshooting
19. Builds rapport and elicit problem details from service desk
customers
20. Identifies and learn appropriate software and hardware used, and
supported, by the organization
21. Performs post-resolution follow ups to help requests
22. Reinforces SLAs to manage end-user expectations
23. Communicates effectively in both written and oral format following
the AIDET model.
24. Willing to work flexible hours
25. Works on after-hours and/or on weekends.
26. Assumes all other duties and responsibilities as necessary.

Marietta Memorial Hospital

Address

Marietta, OH
45750 USA

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