Field Services Technician II (47553)

  • Job Type: Full Time
  • FTE/Bi-Weekly Hours: 1.0/80
  • Shift: Days
  • Hours in Shift: 8
  • Location: Palo Alto, CA
  • Req: 47553

Job Description

Welcome to the revolutionary new Stanford Hospital, opening in Fall 2019. Stanford Health Care (SHC) is no ordinary health system, and our new building is no ordinary hospital. You will be working in one of health care's best equipped, most innovative facilities, with the tools to deliver superb patient care. Five beautiful gardens, walking trails, a meditation room and abundant natural light make this the ideal environment for working and healing. You'll also be joining a renowned academic medical center that's part of Stanford Medicine and the Stanford University family. By combining clinical care, research and teaching, we're working together to harness the resources of one of the world's leading universities with groundbreaking programs—to create breakthroughs in diagnosis and treatment. Take this opportunity to work at the peak of your profession.



The Field Services Technician II is responsible for onsite installation, configuration, repair, and maintenance for a variety of end user and network devices at SHC locations across the San Francisco Bay Area. The Field Services Technician II will additionally provide L2/L3 support as required and work with the SHC Service Desk and desktop engineering teams to identify and remediate recurring issues. In addition the Field Services Technician II is a responsible for the management of the Asset Management Lifecycle including Shipping and Receiving, Inventory Control, License Management, Maintenance Renewal and Inventory Decommissioning and Disposal across the SHC environment. This includes execution of process improvements, quote management for IT hardware and software requests, ordering, receiving, returning, and delivering of IT hardware assets.



The job duties listed are typical examples of work performed by positions in this job classification, and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Work with desktop and network engineering and network teams to identify, diagnose, and resolve recurring incidents in the field.
Resolve escalated service delivery issues and interact regularly with IT customers, including communicating issues to the appropriate internal stakeholders, and support communications to the field regarding service delivery issues.
Perform root cause analysis on recurring issues and communicate results with desktop engineering, network engineering, and service desk teams.
Provide service and customer support during field visits or dispatches, representing SHC IT in a professional and businesslike manner.
Oversee all onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.
Oversee onsite initial basic network troubleshooting, port activation and deactivation at SHC locations.
Oversee onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.
Assist field technicians with diagnosing problems before arrival, determining needed parts and documentation to minimize down time and multiple trips.
Determine whether OEM parts or assistance is required and coordinate OEM vendor parts or assistance as required.
Provide technical support and setup during special events at SHC locations such as conferences
Complete accurate and timely updates in Asset Management tracking system.
Maintain and track asset data including but not limited to warranty, license, and maintenance information for technology service assets across the SHC environment.
Coordinate and manage asset audits and manage exceptions through a remedial action management process.
Ensure process compliance by managing the remedial / corrective action management process for any breaches that occur throughout the lifecycle.
Ensure equipment is per the defined SHC standards
Work closely and build relationships with SHC vendors. Participate in gathering bids for large purchases and assist management in negotiating better pricing.
Consult with Project Managers for procurement of IT hardware for projects and manage procurement




Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Qualifications


Education

Four year college degree or advanced certifications (e.g. Microsoft MCSA/MCSE, Cisco CCNA)

Experience
Five to Nine (5-9) years of related work experience; experience in a healthcare IT environment preferable.

License/Certifications


California Driver's license. Must have clean driving record and ability to work at SHC sites throughout the San Francisco Bay Area

Microsoft Technology Associate (MTA) Preferred

Cisco Certified Entry (CCENT) Preferred

CompTIA A+

Certified Asset Management Professional (CAMP) preferred

Certified Hardware Asset Management Professional (CHAMP) preferred

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

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Experience troubleshooting, repairing and supporting the following (or similar):
Windows 7, Windows 10, and Mac operating systems, as well as common applications (e.g., MS Office, Outlook, VPN);
HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 5 years of documented service required on at least 2 hardware systems required;
Apple (iPad) and other common tablet computing devices;
Printers, monitors, external hard-drives, network interface cards, etc.;
Excellent customer service orientation and verbal communication skills; ability to work in the field with accuracy and minimal direction.
Hands-on experience with asset management and inventory principles including in depth knowledge of lifecycle management of IT assets
Experience conducting data and process auditing and quality assurance.
Ability to effectively interact with all internal and external stakeholders, as well as customers at all levels in the organization.
Preferably, strong experience in environments in which ServiceNow is the primary IT service management system.
Comprehensive knowledge of the principles, methods, and processes involved in supporting IT Asset logistics operations.

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