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Field Support Engineer

Company: St. Luke's University Health Network
Location: Allentown
Posted on: January 16, 2022

Job Description:

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Field Support Engineer is an experienced Technician/Analyst assigned to provide system- based management and maintenance services for the Information Technology Department System Engineering Team. The FSE must have proven technical problem solving expertise and be extremely competent in Customer Services which are well practiced in a high-pressure hospital health care setting. This requires a solid demeanor with good coaching skills to guide, mentor and lead level-1 Technicians with IT equipment rollouts, system hardware/software upgrades and/or associated integration work. The Field Support Engineer may operate under special assignment, as a Technical Liaison working with Department Managers, Vendors and/or Level-1 Technical Staff. The FSE may act as an independent tactical resource for an IT Project, provide Research & Development work, and/or with an IT Supervisor/Manager in the role of a Team Captain to coordinate an operational service efforts.
The Field Support Engineer may be assigned functions dealing in equipment logistics and/or with coordinating resources for project work. This requires the FSE to have with extensive hands on proficiencies in technical problem solving as he/she is expected to liaison with customers, technical staff, and management to coordinate Project rollouts, upgrades and related support logistics support for IT projects and general operations.
Sets the example for Customer Service excellence, provides proactive communication and follow through with work and problem resolution activities.
Functions as a Team or Project leader, performing and overseeing PC/data/voice systems installation, service upgrades, cable validations, work area safety and orderliness and associated repairs.
Inspects key installation points and assesses assigned job sites to ascertain installation requirements and budget estimates for projects and operational work.
Coordinates assigned Field Support Technicians for project and operational installation work.
Works well with Project Managers, providing expertise and consultation related to PC systems needs, management, site work estimates associated to project planning, construction timetables and implementation.
Ensures appropriate building code standards and practices are maintained and incorporated into work activities such as fire safety and related protections required for public/non-public construction work in a hospital setting. - (i.e. IDF/MDF; Ceilings/infection control, plenum grade cable installation, clean up)
Troubleshoots, researches and solves technically challenging problems.
Communicates all necessary infrastructure changes under the Change Management program, including enhancements/upgrades and procedures with all necessary department teams.
Tests and verifies PC/data/voice solutions, upgrades and any changes prior to the release into the production environment.
Maintain active administrative updates as it pertains to time and assigned work activities in the Help Desk, Change Management and Project Management systems.
Generates/updates appropriate documentation as per policy and procedure. - Including system configurations, mapping, inventory, processes and service records.
Creates/routes reports as required by management and regulatory agencies.
Maintains current knowledge of technology by attending appropriate continuing education training/seminars and reading related periodicals.
Rotates periodically with Incident Management 24x7x365 hospital On Call support team.
Maintains confidentiality of all materials handled within the Network/Entity as well as the proper release of information.
Complies with Network and Departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.
Demonstrates/models the Network's Service Excellence Standards of Performance in interactions with all customers (internal and external).
Demonstrates Performance Improvement in the following areas as appropriate: Customer Service Improvement, Support functions, Process and Safety.
Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices.
Complies with Network and departmental policies regarding attendance and dress code.
Performs additional duties dependent on department requirements.
PHYSICAL/SENSORY DEMANDS: - Sitting for up to 7 hours per day, 4 hours at a time; standing for up to 7 hours per day, 4 hours at a time; walking for up to 2 hours a day, 1 hour at a time. - This requires crouching, kneeling, and lifting of objects weighing up to 60 pounds, pushing objects weighing up to 80 pounds. - It requires hand and finger dexterity to perform repairs of small equipment and to use computer equipment. - Seeing as it relates to general, near, color, and peripheral vision. - Hearing as it relates to normal and telephone conversations.
MOST COMPLEX DUTY IS: - - Prioritizing daily support and repair related tasks as well as project tasks
SUPERVISION (Received and/or Given): By the Manager, Field Support Engineering.
COMMUNICATIONS: - - - Communicates with Information Services Staff, customer departments, employees, physicians and vendors.

Minimum Qualifications
High School Diploma/GED is required.
Associate and/or Bachelor's degree in Computer Science, Information Systems, Electrical Engineering, Healthcare or other related discipline preferred
Business School, Military or Technical institute Vocational Training preferred Certifications:*
Employee will be required to take one of the following:

CompTIA A+ 220-901 (PC hardware and peripherals)
CompTIA A+ 220-902 (Configuring and installing operating systems) Certifications.
CompTIA Mobility
Microsoft - Administering System Center Configuration Manager (SCCM) *The above certifications may be substituted at the manager's discretion and added upon, as part of the employees career development portfolio; Candidate and/or - Employee may be required to pass certification within an agreed upon timeframe
Training and Experience:
3-5 years Technical Support experience in a Hospital/health Care environment working in the following disciplines is preferred:

Customer Support Workstations/Peripherals (Desktop)
Biomedical systems
Network Data/Telecommunications
Network Wired/Wireless 802.11

Audio/Visual Experience: Teleconferencing equipment used to enhance live events
Set up microphones, projectors, lighting, and sound equipment
Set up teleconferences, webinars, and distance-learning classes

Logistics processing: Supply and Equipment Ordering and Tracking
Inventory maintenance

Automation Platform Experience: MS Office Applications
MDM / Mobility Services

Operating System Experience: Apple/Microsoft Operating Systems
Apple/Microsoft directory Services

Test Equipment - Hardware Experience:
PC and Phone experience is required.
Nortel/Cisco switch
VoIP telephony support experience
Work Schedule: Work schedule covers an eight hour period during primary business hours 8:00am - 4:30pm from Monday through Friday or as job demands. - Periodic non-business hour shift coverage may be required (i.e. early mornings, evenings, nights) where; work schedule is flexed to meet Health Care Customer service demands.

Please complete your application using your full legal name and -current home address. -Be sure to -include -employment history for -the past seven (7) years, including your present employer. - Additionally, you are -encouraged to upload a current resume, including all work history, education, and/or certifications and -licenses, if applicable. -It is highly recommended that you create a profile at the conclusion of submitting your first application. -Thank you for your interest in St. Luke's!!

St. Luke's University Health Network is an Equal Opportunity Employer.

Keywords: St. Luke's University Health Network, Allentown , Field Support Engineer, Engineering , Allentown, Pennsylvania

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