IT Operations Field Specialist

Company: Mitchell Martin
Location: Plano
Posted on: March 16, 2023

Job Description:

Our client, a radiology firm, is seeking aIT Operations Field Specialist

Location: Plano, TX
Position Type: Contract

Job Summary:

The IT Operations Field Specialist is responsible for the overall IT success of a grouping of outpatient radiology imaging centers and their ancillary call centers and/or administrative offices in a given area. The person in this position provides support to users that utilize several systems (RIS, PACS, Dictation, Microsoft Office, etc.) and a variety of equipment (desktops, laptops, printers, scanners, phones, network gear, etc.). Issues are reported in various ways (ticketing system, email, phone, text, etc.) and support (troubleshooting, implementing, replacing, etc.) is provided on site, remotely, over the phone and via email. The person in this role reports to the IT Operations Manager and/or the IT Operations Team Lead and he or she can rely on him, her or them and/or other specialized teams not only for escalated level two support, but also to further enhance his or her understanding of each system. Analyzing existing workflows or systems and making proactive recommendations to improve them is not only welcomed, but also encouraged in this role.

Job Responsibilities:

• Collaborate with operational leadership and other partners to assess and deliver on functional needs of the business in relation to hardware and software standards.
• Monitor, provide assistance with and achieve resolution to all issues, service tickets and projects in given area. Enter, monitor and complete all entries in the Support Desk tracking system, which includes stating the issue(s), listing all troubleshooting steps, providing a resolution and marking the records as complete.
• Communicate frequently with business leadership to have understanding of ongoing and future projects to ensure that the IT team is prepared to assist when needed.
• Visit sites and offices to check in with the managers and all other users to find new and resolve active issues.
• Assist with installation, relocation, configuration, troubleshooting and ongoing usability of phones, desktop computers, peripheral equipment and software.
• Interact with IT Operations Manager and Subject Matter Experts (SMEs) in other IT teams such as Clinical Applications, IS Admins, Service Desk and Infrastructure to resolve user issues and further develop understanding of systems, applications and workflows.
• Maintain a strong working knowledge of all the equipment and systems supported by the IS Service Desk by keeping current with all documentation and by participating in continuing education programs.
• Utilize industry best practices to maintain appropriate level of LAN/WAN and computer systems security as established. Identify and work with IS Admins support staff to rectify any noted deficiencies.
• Assist in maintaining oversight of all IS inventory stock; including ordering, receiving, tracking, and deployment.
• Perform preventative maintenance on equipment, maintain acceptable cable management practices and clean work area/computer rooms.
• Evaluate existing systems and/or user/business needs to analyze, design, recommend and implement system updates and/or changes.
• Monitor and maintain computer rooms, while keeping a working knowledge of the configuration and purpose of the equipment in each room.
• Collaborate with vendors (Network, Telecom, etc.) to escalate issues and create service tickets in their external ticketing system. Communicate and deliver resolution to end users.
• Configure, monitor and support internal and external networks.
• Provide end user support with application functionality and escalate issues as needed.
• Image desktops and laptops. Build computers or change out computer parts. Minimum Qualifications, Education And Experience:
  
  • Bachelor's or Associate's degree in a related technical field and/or a minimum of one (1) year of IT Support work experience.
  • Demonstrate strong operational and analytical abilities, with superior communication and interpersonal skills. Ability to communicate effectively in person and in writing with all employees, customers and vendors (ability to communicate in a non-technical manner if needed).
  • Possess and utilizes excellent customer service skills
  • In-depth knowledge of PC, printer, file servers, print servers and network operations.
  • Knowledge of network cabling, switches/hubs, routers, firewalls, network diagnostic tools, network operating systems and TCP/IP protocol is essential.
  • Strong knowledge of Microsoft Windows operating systems, personal computer software set up and installation, and PC connectivity.
  • High level of proficiency and demonstrated effectiveness in problem determination and resolution.
  • Demonstrated ability to establish and meet work schedules within limited time frames and under tight deadlines and willingness to work additional hours beyond your regular shift as the need arises.
  • Working knowledge of Microsoft Office Products, encryption software and other PC based software applications
  • Ability/flexibility to travel to/between sites as needed, must possess a valid / unrestricted CA State Driver's License and proof of insurance. Quality Standards:
    
    • Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
    • Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
    • Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
    • Follows OSHA regulations, site protocols, policies and procedures.
    • Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
    • Practices universal safety precautions.
    • Promotes good public relations on the phone and in person.
    • Adapts and is willing to learn new tasks, methods, and systems.
    • Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with the guidelines.
    • Consistently adheres to the time management policies and procedures.
    • Completes job responsibilities in a quality and timely manner. Physical Demands:
      
      • This position often requires sitting, standing, walking, bending, twisting reaching with hands and arms, using hands and fingers, handling, constant talking, and hearing, speaking, and listening.
      • Visual acuity to read computer screens and written materials.
      • Also, must be able to lift over 50 pounds, occasionally.
      • Travel between centers will be required as workload demands.

Keywords: Mitchell Martin, Plano , IT Operations Field Specialist, Other , Plano, Texas