Field Support Technician II

Role Summary:

OneOncologys Field Operations team delivers onsite technology support to our practices serving as the face of IT and the trusted local owner of technology at the point of patient care. Field Support Technicians are accountable for the day-to-day technology health of their assigned site and work in close partnership with the centralized Service Desk End User Computing and IT Operations teams to keep clinicians and staff productive.

The Field Support Technician II is an experienced onsite role that independently owns day-to-day IT support for an assigned practice including troubleshooting hardware setup IT request fulfillment physical environment upkeep and project work. At smaller practices the role operates as the sole onsite technician and single point of contact for practice leadership; at larger practices it works within a managed field team under a lead technicianor manager. The ideal candidate is highlyresourcefulexercises sound independent judgment with minimalsupervision andbrings a strong customer service orientation to every interaction in a live clinical setting.

This role is full-time hybrid position supporting practice locations in and around the San Diego Orange County Southern LA CA areas.

Responsibilities:

• Manage the onsite ticket queue for the assigned practice including scheduled and walk-up requests.

• Independently resolve hardware software connectivity and peripheral issues onsite using sound judgment and following documentation where available.

• Fulfill practice IT requests including new-hire setups moves/adds/changes peripheral installs and printer support.

• Own the physical technology environment of the assigned site including network/IDF closet upkeep cabling and patch panels switches wireless access points and UPS/power checks.

• Support clinical and practice-specific hardware that cannot be serviced remotely such as label and wristband printers check-in kiosks exam room workstations mobile carts/workstations-on-wheels scanners and signature pads.

• Serve as the onsite point of contact for practice leadership providing status updates and acting as the local escalation face for technology issues.

• Coordinate and escort onsite vendors including carriers circuit and copier/printer technicians and imaging vendors and providesmart-handssupport on their behalf.

• Proactively round the practice floor to identify and address technology issues before they are reported.

• Support project work such as small rollouts hardware refreshes and EUC lifecycle waves.

• Coordinate with the centralized Service Desk on escalations hand-offs and after-hours coverage serving as the local hands for issues the remote team cannot resolve.

• Contribute to and maintain practice-specific documentation in the knowledge base and IT Glue.

• Partner with End User Computing and IT Operations teams on lifecycle refresh planning and execution.

• Participate in hardware onboarding and offboarding for practice users.

• Maintain accurate inventory and asset records for the assigned practice.

• Participate in on-call support rotation if applicable to the assigned practice.

• Occasional travel to other practice sites if needed.

• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Required Qualifications:

• Proven experience resolving onsite hardware software and networking issues in a business environment.

• Strong troubleshooting and diagnostic skills with the ability to prioritize competing walk-up and queuedwork.

• Clear professional communication with clinical and business users.

• Ability to represent IT credibly to practice and clinical leadership and to build trusted working relationships onsite.

• Ability to work discreetly and safely in a live clinical setting with patients present prioritizing patient-care-impacting issues with awareness of HIPAA and patient privacy.

• Proficiency with ticketing systems and remote support tools and sound incident and problem analysis.

• Ability to work independently and own outcomes as the sole onsite IT resource exercising sound judgment without direct supervision while collaborating remotely with the central team.

• Experience with the following is a plus: ServiceNow NinjaOne Okta Microsoft 365 Aruba wireless and clinical/EMR support.

Essential Competencies:

• High school diploma or GED required; college degree in a relevant field is preferred.

• 3 or more years of recent experience in IT support or field technician roles.

• Experience with Windows endpoints and standard business applications.

• Healthcare related experienceheavily prefered.

• Certifications such as A Network or ITIL Foundation helpful.

• Attendance is an essential job function.

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