Job Description

Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, and leadership programs
• And more

The IT Field Services Technician II plays a crucial role in ensuring the smooth operation of technology infrastructure across Emory Healthcare facilities. This position is responsible for providing on-site technical support, troubleshooting hardware and software issues, and maintaining IT systems in a Windows and Mac domain to support clinical and administrative operations. The ideal candidate will be a problem solver with excellent technical skills and a strong commitment to customer service within a fast-paced healthcare environment. This position requires the use of own vehicle to visit different Emory sites, and this role will primarily be tied to our Clifton Rd. location, but requires flexibility across locations. We are seeking prior IT field service experience for consideration, and excellent customer service skills.

RESPONSIBILITIES:

• On-site Technical Support: Provide direct, hands-on technical support to end-users, including doctors, nurses, and administrative staff, at various Emory Healthcare locations.
• Hardware and Software Troubleshooting: Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, network connectivity, and various clinical and administrative applications. This includes identifying root causes and implementing effective solutions.
• System Installation and Configuration: Install, configure, and deploy new hardware and software, ensuring proper integration with existing systems and adherence to Emory Healthcare standards.
• Preventative Maintenance: Perform routine maintenance on IT equipment to ensure optimal performance and longevity, minimizing downtime.
• Respond to service requests and incidents set up desktops, install peripherals, andtroubleshoot printing, network issues).
• Documentation: Maintain accurate records of all service requests, troubleshooting steps, and resolutions within the IT service management system. Document system configurations and procedures as needed, handle tickets from ServiceNow queue.
• Customer Service: Provide exceptional customer service, communicating effectively with users to understand their issues, explain solutions, and ensure satisfaction.
• Collaboration: Work closely with other IT teams to resolve complex issues and contribute to overall IT service improvement.

MINIMUM QUALIFICATIONS:

• Associate's Degree in Computer Science or related field OR Two years of information technology experience OR four years Information Technology experience without a degree.
• A+ Certification preferred or another Information Services related Certification.

PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Additional Details

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.