FIELD ENGINEER ADMINISTRATOR - INFORMATION TECHNOLOGY

Status:  Full Time - 80 hours       

Hours:  Mon-Fri 8A-4:30P      

In an environment of continuous quality improvement, the Field Engineer Administrator is responsible to ensure the stability, integrity, and efficient operation of the in-house front end information systems that support core organizational functions. This is achieved by monitoring, maintaining, supporting, and optimizing all networked software, associated operating systems and employing a high degree of customer service, technical expertise, technical training, and timeliness. This position is responsible for overseeing Field Engineer support staff in carrying out the service delivery of diagnostics, equipment repair service and maintaining a knowledge base for the Technical Service group to optimize problem resolution, verifying ticket tracking, and entering solution data and following through on resolution with end users.  This position will ensure proper computer operation in order to maximize the benefit of IT systems investments by monitoring and directing daily activities of the field to assure that service level agreements are met or exceeded by providing the highest level of customer care. Additionally, this position will provide technical direction, and assistance to the Field Engineers team, in the operation, inspection, maintenance, and repair of computer devices. Provide on-site assessment of activities to anticipate problems, trends, and customer climate change, and provide complete reporting of customer problems, failures, and trends. Provides guidance and training to customers in establishing operation, maintenance, and inspection procedures and techniques. Analyzes equipment failures to determine cause and recommends corrective action. Exhibits the MHS Standards of Excellence and exercises strict confidentiality at all times.

Job Requirement:

• Bachelor's Degree in Information Technology required.
• Associate's degree in Information Technology with a minimum of 5 years of technical experience Information Technology required in lieu of Bachelor's Degree. A+ Certification, ITIL certification and Microsoft Certified Desktop Support Technician Certification preferred.
• Strong technical, critical thinking and troubleshooting skills.
• Ability to lead projects to enhance service in ITSM. Excellent communication, interpersonal, organizational and planning skills.
• Motivation and a strong sense of urgency; high detail orientation and adept at multitasking.
• Advanced Active Directory management and maintenance.
• Strong PowerShell skills for advance windows scripting.
• Ability to educate and train technical duties to IT Field Engineers.
• Knowledge and abilities to apply advance troubleshooting skills to more advanced issues.
• Strong skills with Tanium workstations patching, scripting, asset management, and deployments.
• Create KBA articles to be used for internal IT departments.
• The ability to work independently as well as in a team environment; have a professional appearance and positive attitude.
• The ability to lift up to 50 pounds.
• Ability to be on call

Job Functions:

1. Work directly with IT Supervisor for issue escalation and MI resolution.
2. Assists department manager and procurement team in on-going hardware and software assessment of front-end devices; may research and evaluate hardware and software.
3. Assists with and oversees installation, configuration, maintenance and upgrade tasks for new front-end devices, software as well as existing hardware and software.
4. Identifies and learns appropriate software and hardware used, and supported, by the organization.

1. Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.
2. Selects the best possible solutions using knowledge of a wide range of available technologies.
3. Monitors front end systems in the existing network to ensure there are no productivity setbacks.
4. Implements best practices for system security for front end devices.
5. Anticipates potential issues or bottlenecks and identifies possible solutions.
6. Troubleshoots and resolves all complex technical issues when they arise.
7. Acts as liaison with hardware vendors and keeps relevant stakeholders up to date with developments.
8. Manage computer assets, software licensing and user administration.
9. Act as a point of contact for software testing and compliance on computer hardware and network infrastructure.
10. Keeps current on all recent trends and technologies, suggest improvements to bridge with other departments and keep technical knowledge current.
11. Manage service ticket queue for Technical Services.
12. Create and maintain Active Directory structure for MMH Domain.
13. Prioritizes and schedules escalating problems from Field Engineers and Service Desk associates.
14. Provides accurate and creative solutions to advanced user problems to ensure user productivity.
15. Lead Tech Services projects that enhance the quality or efficiency of ITSM
16. Applies advanced diagnostic utilities to aid in advanced troubleshooting.
17. Performs monthly workstation operating system testing and patching (Tanium)
18. Performs advanced workstation scripting through PowerShell and Tanium
19. Create software deployments to automate installation of applications and operating systems (Tanium)
20. Perform computer compliance standards to maintain computer security standards (Tanium)
21. Performs post-resolution follow ups to validate IT resolutions.
22. Reinforces SLAs with Filed Engineers to manage end-user expectations.
23. Perform vendor management collaboration with IT Supervisor
24. Coordinates the development of and conducts technical training and product briefings on various products, with customers, vendors, and company representatives. Ensures technical quality is maintained.
25. Assumes all other duties and responsibilities as necessary.

Additional Functions Mobility Device Administrator:

1. Manage mobile devices (smartphones and tablets) from technical troubleshooting to inventory management.
2. Act as support for mobile devices. Problem-solving, reporting, and solving complicated problems.
3. Order and assign new devices to users.
4. Maintains extensive knowledge of all mobile devices and their functionality.
5. Implements and maintains mobile device management solutions.

Compensation Details:  Education, experience, and tenure may be considered along with internal equity when job offers are extended. 

Benefits

Memorial Health System is proud to offer an affordable, comprehensive benefit package to all full time and flex time employees. 

• Medical Insurance - PPO & HDHP
• Dental and Vison Insurance
• Health Saving Account
• Flexible Spending Account
• Dependent Care
• Pension Plan - Defined Contribution
• 403b Retirement Plan
• Voluntary Life Insurance
• Short-Term & Long-Term Disability
• Vacation Time
• Sick Time
• Holiday Pay & Premium
• Shift Differential
• Tuition Reimbursement
• Tuition Repayment
• Performance & Market Increases
• Relocation Package, if applicable

Memorial Health System is an equal opportunity provider and employer.

If you wish to file a Civil Rights program complaint of discrimination, complete the USDA Program Discrimination Complaint Form, found online at https://www.ocio.usda.gov/document/ad-3027, or at any USDA office, or call (866) 632-9992 to request the form. You may also write a letter containing all of the information requested in the form. Send your completed complaint form or letter to us by mail at U.S. Department of Agriculture, Office of the Assistant Secretary for Civil Rights, 1400 Independence Avenue, S.W., Stop 9410, Washington, D.C. 20250-9410, by fax (202) 690-7442 or email at program.intake@usda.gov.
* Memorial Health System is a federal drug-free workplace.  This policy prohibits marijuana use by employees.