Field Tech III

Description
Company: Oak Street Health
Title: Field Technician III, IT Ops
Location:
Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients' communities, we can help keep them healthy and reinvest cost savings in further care for those same communities and others. Since 2013, Oak Street Health has brought its singular approach to tens of thousands of people across the nation. With an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oak Street values and are passionate about our mission to rebuild healthcare as it should be.
For more information, visit www.oakstreethealth.com .
Role Description:
Our Field Technician III are responsible for assisting Field Technician and Field Technician II with escalations and technical questions. They also provide technical coaching and training as things change in the environment.
They also spend their day coordinating, diagnosing, and troubleshooting incoming employee tickets for a wide variety of clients and industries just like a Field Technician. They are the first point of contact for all technical support service requests. These are requests for support for technical/IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.
Core Responsibilities:

• Assist Field Technician with escalations and technical questions. They also provide technical coaching, mentoring, and training as things change in the environment.
• Serve as an escalation point for level 1 and level 2 Field Technicians. Elevates complex and/or high priority problems they cannot solve to the appropriate support groups for resolution (Manager, Director, etc.)
• IT Service Desk - provides technical support through phone, email and chat support (if applicable) to resolve technical end user service and support requests
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
• Follow-up with end users to provide status updates as per service level guidelines(SLA's)
• Assist, investigate, and report system errors and outages
• Develop training materials and procedures, or train users in the proper use of hardware or software as needed
• Communicates with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management
• Work collaboratively with people across the organization
• Support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, EMR, VPN, and MDM (mobile device management) including install, modification and repair
• A reliable car
• Travel is required for 50%-75% of the time.
• Other duties as assigned

What are we looking for?

• At least five (5) years help desk experience
• At least five (5) years network experience
• Experience working with a multiple OS (MS, Chrome, Mac)
• Bachelor's degree required
• Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))
• Preferred, not required: Google Administrator experience, Active Directory experience, Telephony experience, Maas360 MDM experience
• Experience using ITSM Ticketing tools (e. g. Service Now, Cherwell) or similar ticketing systems to manage and track incidents
• Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• Knowledge of ITIL (FITSM or equivalent), Service Desk metrics/SLA s, and mobile device support
• US work authorization