Senior Field Services Technician

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The Senior Field Services Technician 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 Senior Field Services Technician 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.

Job Duties:
1) Work with desktop and network engineering and network teams to identify, diagnose, and resolve recurring incidents in the field.
2) 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.
3) Perform root cause analysis on recurring issues and communicate results with desktop engineering, network engineering, and service desk teams.
4) Provide service and customer support during field visits or dispatches, representing SHC IT in a professional and businesslike manner.
5) Oversee all onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.
6) Oversee onsite initial basic network troubleshooting, port activation and deactivation at SHC locations.
7) Oversee onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.
8) Assist field technicians with diagnosing problems before arrival, determining needed parts and documentation to minimize down time and multiple trips.
9) Determine whether OEM parts or assistance is required and coordinate OEM vendor parts or assistance as required.
10) Provide technical support and setup during special events at SHC locations such as conferences
11) Complete accurate and timely updates in Asset Management tracking system.
12) Maintain and track asset data including but not limited to warranty, license, and maintenance information for technology service assets across the SHC environment.
13) Coordinate and manage asset audits and manage exceptions through a remedial action management process.
14) Ensure process compliance by managing the remedial / corrective action management process for any breaches that occur throughout the lifecycle.
15) Ensure equipment is per the defined SHC standards
16) Work closely and build relationships with SHC vendors. Participate in gathering bids for large purchases and assist management in negotiating better pricing.
17) Consult with Project Managers for procurement of IT hardware for projects and manage procurement

Education Qualifications
  • Four year college degree or advanced certifications (e.g. Microsoft Office Specialist (MOS) Expert or Master, Microsoft Certified Solutions Associate: Office 365).

Experience Qualifications
  • Five (5) years of related work experience; experience in a healthcare IT environment preferable.

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

Preferred certifications include the following:
Microsoft Technology Associate (MTA)
Cisco Certified Entry (CCENT)
CompTIA A+
Certified Asset Management Professional (CAMP) preferred
Certified Hardware Asset Management Professional (CHAMP) preferred

Knowledge, Skills and Abilities
  • 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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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.