Field Services Analyst

Schedule: 8am – 5pm Monday - Friday

Location: Onsite – Charlotte, NC

Department: ETS – IT Service Excellence

• Deliver on-site and remote technical support for computers, laptops, printers, and mobile devices across multiple states and facilities.
• Resolve incidents efficiently and accurately, ensuring first-time resolution and preventing future issues.
• Support IT projects and maintain hardware throughout its lifecycle.
• Provide secure management of information systems, including:
• • Identifying systems within scope of responsibility.
  • Understanding and protecting sensitive data.
  • Enforcing least privilege and least functionality principles.
  • Recognizing and responding to potential security incidents.
• Ensure compliance with security protocols and participate in incident response activities.
• Offer life-cycle services for end-user devices, enabling team members to deliver remarkable patient experiences.
• Create world-class customer experiences by understanding user needs and delivering timely, effective solutions.

• Strong technical troubleshooting skills across a range of devices and platforms.
• Excellent communication and customer service abilities.
• Familiarity with information security principles and incident response.
• Ability to work independently under general supervision.
• Experience supporting remote and hybrid work environments.

• Education: High School Diploma or GED, required. 4 Year / Bachelors Degree, preferred.
• Experience: Technical experience; or, an equivalent combination of education and experience. Preferred.
• Licensure/Certification:
  • CompTIA A+, preferred.
  • CompTIA Network+, Microsoft Certifications, preferred.
• Additional Skills Required:
  • Strong organization skills.
  • Ability to work under general supervision.
  • Ability to work accurately in high-pressure situations.
  • Ability to communicate both verbally and in writing with users of varying levels of education and experience.
  • Must stay current with advances in computing technology.
  • Manual dexterity to use computer keyboards.
  • Must have reliable transportation.
  • Ability to travel between campus buildings and to remote facilities as needed.
  • Ability to handle on-call responsibilities as directed.
  • An affinity for providing exceptional customer service and continuous improvement.
  • Works in partnership with Clinical Informatics and clinical users to ensure end-user support activities enhance the usability and performance of technologies in patient care areas.
• Additional Skills Preferred:
  • Mobility to work in a standard office setting and to use standard office equipment, including a computer.
  • Stamina to maintain attention to detail despite interruptions.
  • Strength to lift and carry objects weighing up to 40 pounds.