The Field Support Engineer is responsible for developing relationships that foster client confidence in OSIS and the organization’s technicians. This involves aiding internal engineers with troubleshooting, timely onsite installations, and ticket resolution, and effective follow-up with site management.
This is an on-site position, and the applicant must reside in the greater Pittsburgh area. The position will involve driving in southern Pittsburgh from Burgettstown to McMurray, as well as other locations.
ESSENTIAL JOB FUNCTIONS:
- Builds and maintains client and internal relationships to drive mutually beneficial solutions and drive positive client experiences; acts as an onsite technical expert and OSIS client liaison.
- Communicates with clients, in written and verbal form, per OSIS communication standards to ensure consistent communication.
- Communicate with site management the ticket resolution, confirm all tasks were completed, ensure the service/project issue(s) was resolved, and close the ticket upon confirmation.
- Receives escalated tickets and prioritization from OSIS Service Desk Service Board; communicates via the ticket details and with Service Desk Team Lead if work cannot be completed.
- Reviews tickets and collects appropriate tools and parts to complete the work; sign parts and tools out with procurement.
- Performs all onsite work required for service/project tickets, including equipment installation; communicates with appropriate Departments and or Service Desk Tiers to facilitate ticket resolution, as needed; accurately documents and clarifies work needed or completed; captures photos of client equipment to assist Departments and or Service Desk Tiers in troubleshooting future issues.
- Notifies procurement when parts need to be ordered to resolve client issues; communicates any client specific preferences for parts.
- Maintains up-to-date and accurate ticket status and documentation for all work completed; Escalates client issues back to Service Desk Team Lead, when appropriate, and clearly communicates steps taken, future steps and client needs in the ticket.
- Accurately tracks, documents, and allocates time and mileage.
WORK ENVIRONMENT:
- This is a full-time, onsite position that operates in an office setting.
- The role requires the regular use of standard office equipment such as computers, phones, scanners, copy machines, and filing cabinets.
- Experience working with technical hardware is a must.
- The ability to lift computers and computer peripherals, as well as other equipment, and to bend or stand as necessary is required.
- Occasionally, this position may involve lifting computer equipment unassisted, weighing up to 100lbs.
POSITION TYPE/EXPECTED HOURS OF WORK:
This is a full-time onsite position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand based on the on-call schedule.
TRAVEL:
This position requires 75% travel within a 2-hour radius of the position\'s home base.
REQUIRED EXPERIENCE:
- Associate degree in Computer Science or other IT expertise
- Minimum of 2 years of experience in an IT Enterprise environment.
- Minimum 2 years’ experience troubleshooting hardware and software problems.
- Hands on experience with servers and basic networking experience with minimum ability to trace/tone out lines, assist in coordinating cabling, and field installation of network equipment with remote guidance
PREFERRED EXPERIENCE:
- Bachelor\'s degree in Computer Science or other IT expertise
- 3+ years of experience in an IT Enterprise environment
- 3+ years of experience in IT in a Healthcare environment, including experience with EMR/PM software (NextGen preferred)
- 3+ years’ experience troubleshooting hardware and software problems.
- Hands-on experience with Microsoft Active Directory and Exchange Server
At OSIS, we celebrate diversity and believe in creating an inclusive workplace where everyone feels empowered to bring their authentic selves to work. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to building a diverse workforce and fostering an inclusive culture where all employees feel welcomed, valued, and respected. Join us in our mission to build a diverse and dynamic team that serves Federally Qualified Health Centers nationwide.
