Department/Unit:

Information Systems & Services

Work Shift:

Day (United States of America)

Salary Range:

$60,367.47 - $90,551.20

The Tech Field Support provides onsite and remote support for all complex and in person support needs. The Tech Field Support will take ownership of issues escalated to them by Help Desk Techs and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Tech Field Support escalates and notifies Information Technology employees appropriately according to documented standard operating procedures. The Tech Field Support is responsible for an exemplary customer service experience for all Albany Med employees during their interaction with the Albany Med Help Desk. The Tech Field Support acts as a liaison between the customers and Information Technology to resolve any issue that is reported, and will fulfill any project based or new requests that are assigned to them in the documented timelines.

Level IV

The Tech Field Support – Level IV will have extensive onsite field support experience or the corresponding knowledge/skillsets required for the role and has a desire to pursue a career in some field of Information Technology. The individual will utilize their knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues. The individual will receive little supervision and will have latitude in decision making on resolving issue. The individual is expected to escalate systemic issues that are appropriate to communicate to senior peers or management, while still taking ownership of any issue that needs to be resolved and using their experience and knowledge to determine and fulfill the resolution. The individual will have knowledge of and excel at providing customer service and ensure that all written and verbal interactions with users meet those standards. The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Typical responsibilities include:

Support

• Respond to problems called in and repair the malfunctioning equipment in a timely manner, while resolving the root cause issue rather than the symptom of the issue
• Provide support with desktop troubleshooting, configuration and diagnostic tools
• Install terminals, modems, personal computers, printers and other desktop equipment and software to support enterprise future business growth and the movement and/or expansion of enterprise units
• Incorporate customer service standards into all daily work flows and actions
• Work as part of a team to meet goals set forth by Information Technology management
• Exceed documented and communicated statistical metrics that drive overall departmental performance;
• Take ownership of issue and incident resolution
• Provide all support actions that assist in the betterment of the end user experience of the Albany Med community

Supervision

• This position will provide guidance to the Help Desk Tech - Levels I, II, III and IV, and the Tech Field Support – Levels I, II, and III positions, as well as train new Tech Field Support – Levels I, II, and III on their job responsibilities

Contact with others

• High degree of contact internal and external to Albany Med including any user of any Albany Med device or application

Other

• Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology
• Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively
• Provide best effort support for non-standard applications and hardware
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
• Provide documentation, policy and procedure standards for the desktop environment
• Identify and evaluate information technology tools for potential implementation
• Act as a liaison between customers and Information Technology to work to resolve any issue with the end user experience
• Assist management of Information Technology in designing and managing the enterprise desktop environment
• Able to perform project management on ad-hoc technical projects

• Participate in on-call rotation and help troubleshoot customer issues
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties
• Perform at or above the Information Technology performance standards
• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)

Complete other duties or assignments as designated by management

Thank you for your interest in Albany Medical Center!​

Albany Medical is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Medical Center, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Center policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.