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Tech Field Support III

Company: Tailwind Associates
Location: Albany
Posted on: July 14, 2019

Job Description:

Tailwind Associates, an EOE, has a full-timedirect-hire opportunity with our client in Albany, NY for a Help Desk- (Tech Field Support III) Position Summary The Tech Field Support provides onsite and remote support for all complex and in person support needs. The Tech Field Support will take ownership of issues escalated to them by Help Desk Techs and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Tech Field Support escalates and notifies Information Services employees appropriately according to documented standard operating procedures. The Tech Field Support is responsible for an exemplary customer service experience for all client employees during their interaction with the client Help Desk. The Tech Field Support acts as a liaison between the customers and Information Services to resolve any issue that is reported, and will fulfill any project based or new requests that are assigned to them in the documented timelines. Required Qualifications bull Minimum of an Associate's degree, preferably in a math, science, or technology related field of study. bull 5 to 9 years of experience. bull Ability to fulfill installations, upgrades, testing, andor support requests for hardware, systems and applications - this includes knowledge of best practices for application and infrastructure architecture. bull Ability to apply application and system documentation to a scenario to troubleshoot and resolve a reported issue, as well as determine when new issues arise and escalate them appropriately. bull Ability to communicate and participate in ad-hoc and non-standard requests. bull Incorporates proper customer service standards into daily workflow and ensures that all interactions with Albany Med employees, both verbal and written, exceed the minimum. Ability to document issues and escalatenotify others according to documented process. bull Ability to adhere to documented process and documentation, but utilize knowledge, experience, and training to resolve issues that are not documented. bull Ability to effectively recommend, document, communicate, implement, and sustain improvements in processes, procedures, and operations that improve the function of a help desk. bull Demonstrated support experience and knowledge of Microsoft Windows operating systems, Active Directory, business applications and computer hardware. Preferred Additional Qualifications bull Bachelor's degree preferred. bull Familiarity with HIPAA regulations, medical terminology, healthcare, or financial and billing processes is a plus. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age.

Keywords: Tailwind Associates, Albany , Tech Field Support III, Other , Albany, New York

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