The Field Services Technician II is responsible for providing work direction to field technicians 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
Monitor technician activity across SHC field locations, optimizing support and providing escalated technical assistance as required.
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.
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.
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
Education: Four year college degree or advanced certifications (e.g. Microsoft Office Specialist (MOS) Expert or Master, Microsoft Certified Solutions Associate: Office 365).
Experience: Five (5) years of related work experience; experience in a healthcare IT environment preferable.
License/Certification: California Driver's license
Knowledge, Skills, and Abilities
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.
Experience troubleshooting, repairing and supporting the following (or similar):
Windows 7, Windows 8, 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 3 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.;
Cisco routers (e.g., 36XX, 76XX, ASR 1XXX);
Cisco switches (e.g., Catalyst, Nexus);
Cisco wireless access points (e.g., Aironet);
Associated networking devices (e.g., LAN Controllers, WAN Optimizers)
MCSA Windows 7, MCSA Windows 8, and CompTIA A+ required
One or more of the following certifications preferred : CCIE, CCNA, CCNP, CCDE, CCDP, CCSP, CCVP
Excellent customer service orientation and verbal communication skills; ability to work in the field with accuracy and minimal direction.