Field Service Specialist II

Texas Health Resources seeks to hire a Field Service Specialist II to work full time in their Information Technology Department. Position will be located at Texas Health Hospital Frisco.Texas Health Hospital Frisco is located at 12400 Dallas Parkway, Frisco, TX 75033.Salary range is Minimum $22.46/hr. to Maximum $35.33/hr. – based on relevant experienceWork Schedule:

Full Time; 1 st Shift

Monday – Friday; 7:00 AM – 4:00 PM

Job Description:

Desktop Support - Provides timely customer assistance for Field Service requests. Responds to customer requests for technical support for customers' computer systems, telephones, networks, and applications at applicable work-sites. Accurately log all customer interactions in the ITS ticketing system. Independently identifies, analyzes, troubleshoots, documents, and replicates customer problems applying technical solutions or workarounds; escalate complex issues in accordance with documented escalation procedures, if unable to resolve. Use ConnectIT Knowledge Base to resolve incidents.

Customer Relationship Management - Demonstrates exceptional customer service by seeking opportunities to give educational feedback while assisting customers. Build and maintain key customer relationships with customers through timely and effective resolution.

Process and Performance Improvement - Utilizes processes, tools and technology to perform job effectively while continuing to refine and learn these when applicable. Looks for ways to improve personal, team, and departmental performance. Adheres to Asset Management processes for asset inventory Lifecycle Management. Identify trends in delivery of service, and identify opportunities for improvement.

Planning and Administration – Performs administrative duties and participates in special projects as assigned.

QualificationsThe ideal candidate will possess the following qualifications:

High School Diploma or Equivalent required

Associate Degree in Computer Science, Information Systems, Business, or related field preferred

3 years’ experience in a computer related technical support or customer service role with various out sourcing and services offerings, pricing and delivery structures.

Licenses and Certifications:

Application Certifications or proficiency when applicable

Skills:

Customer service management, project management, understanding of Microsoft networking computing environment, strong written and verbal communications, ability to liaise with entity with end users, IS staff and managers as well as vendor personnel and management

Experience managing vendor performance to contracted Service Level Agreements (SLAs).

Why Texas Health Resources?Texas Health Resources is one of the largest faith-based, nonprofit health care delivery systems in the United States and the largest in North Texas in terms of patients served.Texas Health has 25 acute-care and short-stay hospitals that are owned, operated, joint-ventured or affiliated with the system. It has more than 3,800 licensed beds, more than 21,100 employees of fully-owned/operated facilities plus 1,400 employees of consolidated joint ventures and counts more than 5,500 physicians with active staff privileges at its hospitals.At Texas Health, we strive to create an atmosphere of respect, integrity, compassion and excellence for all who come in contact with us, be they patients or our employees. We are committed to diversity in our workforce, and our mission to serve spreads across ethnic, cultural, economic and generational boundaries. We invite you to join us in furthering your career through our accomplishments and philosophy of excellence.Texas Health Highlights:

2019 FORTUNE Magazine’s “100 Best Companies to Work For®” (5th year in a row)

2018 Becker's Healthcare "150 Great Places to Work in Healthcare" (4th year in a row)

Employees’ Choice “Best Places to Work” by Glassdoor (2018 and 2019)

Employment opportunities are only reflective of wholly owned Texas Health Resources entities.We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.