The Information Services Field Specialist will be responsible to provide onsite technical assistance across all hospitals and corporate office locations within the PAM Health organization supporting all IS related functions.  This role will also perform internal support for employees across the PAM Health organization. Candidates should have a strong mix of technical and customer service skills, and be passionate about technology and helping people. This position will require a minimum of 50% travel as needed, up to 75%.  This is an exempt position. 

Job Responsibilities:

• Installs, configures and troubleshoots Windows operating systems
• Installs, configures and troubleshoots Network equipment and network connectivity software
• Assists Network Engineer and Helpdesk in debugged network issues as required
• Resolves all issues in a timely manner, ensuring customer satisfaction with each interaction
• Keeps customer and IS team informed of issues and provides status updates in ticket tracking system
• Escalates issues as necessary to other individuals or groups within the IS organization as appropriate.
• Image capturing for computer deployments
• Provides Tier II-III support to Helpdesk and corporate office when onsite
• Provides after hours support through on-call availability, with flexibility to work on varied shifts

Secondary Responsibilities at Home Office: 

• Handle Tier 2 service desk escalations through tickets or phone
• Under supervisor’s guidance and management, performs project management tasks/activities in compiling documentation, analyzing workflows, and coordinating activities associated with any project
• Follow up on outstanding requests and ensure timely resolution
• Provide support and mentorship to IS Help Desk Technicians
• Assist with answering service desk calls supporting employees across the organization
• Troubleshoot and resolve IS related problems, and escalate as necessary
• Troubleshoot and diagnose network issues 

Customer Service

• Maintains the highest level of customer service via courtesy, compassion and positive communication
• Promotes the Mission and Vision of PAM Health within the work environment and the community
• Respects dignity and confidentiality by adherence to all applicable policies and procedures

Health and Safety

• Works in a manner that promotes safety; wears clothing appropriate to the performance of the job
• Participates in OSHA required training
• Follows universal precautions as appropriate for position; complies with employee health requirements for continued employment
• Reports unsafe practices to management
• Knows own role in case of an emergency

Education and Training: 

Desired:  Bachelor’s degree or equivalent of education and experience

Preferred:  Bachelor's degree in Computer Science,  A+, Sec+ or MSP certification, and HIPPA certification

Experience: 

3 years+ experience working in a Windows environment

Knowledge, Skills, and Abilities: 

• Experience working with Windows (7/8/10)
• Current active directory maintenance knowledge
• PC hardware, printers, scanners, computer peripherals, mobile devices (iOS, Android)
• Client PC connectivity - Ethernet, TCP/IP and VPN
• Prior experience maintaining and troubleshooting servers and network issues
• Ability to communicate technical information, both verbal and written, to a wide range of end-users