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Fairview Health Services

IT Asset Field Support Analyst

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Responsibilities/Job Description:
The IT Asset Support Analyst is responsible for managing and supporting IT assets across the organization. This role requires a proactive individual who can take ownership of technical issues, coordinate small projects, ensuring high levels of client satisfaction through effective communication and prompt resolutions.

Responsibilities
  • Accountability & Ownership: Take ownership of technical issues related to IT assets, ensuring high levels of client satisfaction through effective communication and prompt resolutions.
  • Incident & Request Management: Respond to escalated requests from the Service Desk regarding endpoint devices and IT asset-related issues via telephone, email, and on-site support.
  • Asset Deployment & Troubleshooting: Execute or support the imaging, installation, deployment, and troubleshooting of IT assets such as desktops, laptops, mobile devices, printers, and peripherals, including upgrades and replacements, on a project or individual basis.
  • Onboarding Support: Manage thorough and timely setup of IT assets for new and existing end-users, ensuring compliance with company standards.
  • Collaboration: Coordinate with cross-functional technology teams to troubleshoot, diagnose, and resolve IT asset-related issues promptly, ensuring proper escalation and hand-off when necessary.
  • Documentation & Monitoring: Document, track, and monitor IT asset requests, problems, and actions per defined processes to ensure timely resolution and high levels of end-user satisfaction.
  • Cabling & Network Support: Provide first-level cabling configuration and support for network and phone issues, including tasks such as punch-downs and cable patching, as related to IT assets.
  • Audit Support: Assist with audit activities by providing accurate IT asset records, data, and adherence to established policies and processes.
  • Project Coordination: Support small-to-medium IT asset-related projects, ensuring effective planning, execution, and completion.
  • Policy Champion: Advocate for and enforce established IT asset management processes and policies across technology teams and business units.
  • Technical Guidance and Leadership: Provide technical expertise, documentation, and training to junior team members, ensuring consistent adherence to IT asset management best practices.
  • Process Improvement: Contribute to the creation, execution, and maintenance of best-in-class IT asset management processes to ensure timely response, fulfillment, and user satisfaction. maybe
  • Strategic Collaboration: Work with management to document and refine IT asset-related processes, procedures, and tools for improved efficiency and effectiveness.
  • Continuous Improvement: Offer subject matter expertise and support to enhance IT asset management procedures, anticipate end-user needs, and align with organizational goals.
  • On Call: Participate in on-call rotation outside of normal business hours if required.
  • Mobile: Responsible for performing work at multiple Fairview sites and transporting equipment, as needed within a scheduled shift.
  • Inventory Management: Responsible for tracking and maintaining the inventory at the assigned site.

Required Qualifications
  • A.A./A.S. or equivalent work experience with focus on Information Technology/Systems related technical field or equivalent combination of education or experience
  • 1 year experience within IT support or
  • 1 year experience of hands-on desktop and printer hardware support
  • In depth knowledge of desktop/laptop PCs, enterprise printers, and peripherals and good knowledge of computer networking technologies
  • Familiar with IT ticketing systems such as Service Now
  • Reliable personal transportation to perform work at multiple sites during a scheduled shift
  • Ability to work on call, as scheduled.
  • Excellent customer service
  • Excellent oral and written communication skills
  • Excellent prioritization and problem-solving
  • Team oriented with excellent interpersonal skills
  • Proven ability to act with a sense of urgency while maintaining composure and professionalism during potentially emotional critical situations
  • Ability to be accountable for actions and willing to take control of situations
  • Detail oriented and able to work in team or individual basis
  • Drivers License
Preferred Qualifications
  • Bachelor of Science or equivalent work experience with focus on Information Technology/Systems related technical field
  • 1 + years of working in an enterprise (10,000+ users) and/or healthcare environment
  • 1+ years of experience with hands-on PC repair.
  • 1+ years of experience working with user accounts in Active Directory
  • Experience managing small inventory of equipment
  • Experience planning and executing small initiatives/projects
  • Competent in Visual Basic or PowerShell
  • Microsoft Certified Professional (MCP)
  • Mobility+
  • A+; Network+

Qualifications: $26.06- $36.79 Hourly

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