Central Health ยท 18 hours ago
User Support Field Technician II
Austin, TX
Full-time
Onsite
Mid Level
3+ years expCentral Health is seeking a User Support Field Technician II to act as a liaison between the User Support team and customers at assigned sites. This role involves overseeing issues, requests, and project work related to IT support, including troubleshooting hardware and software problems, and providing exceptional customer service through onsite visits and communication.
Health CareHealth DiagnosticsMedical
Responsibilities
Act as liaison between the User Support team and the customer for assigned sites/clinics/locations and oversee/monitor all issues, requests, and project work specific to assigned sites/locations
Maintain a direct relationship with leadership and users of assigned sites/clinics/locations and check-in daily through site visits, phone calls, emails, and ticket responses
Identify, research, and resolve escalated support tickets using User Support tools and processes, including general support and EMR/EPM issues
Plan, schedule, coordinate, and perform deployment/maintenance of new hardware, software, and network infrastructure for assigned sites/locations
Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products
Strong customer service skills
Build, install, and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware
Perform basic network troubleshooting
Respond to escalated issues and ensure tickets are closed within User Support defined timeframes
Build strong relationships with users, management, and third party vendors
Add computers to Active Directory
Help maintain and support client operating systems and end-user software, using remote administration tools
Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices
Troubleshoot and resolve hardware and software problems on workstations and portable devices
Provide on call after hours support on rotational schedule
Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvements
Travel to other offices/sites/clinics to provide support as needed
Log all support issues accurately and in a timely fashion using departmental support tools and processes
Provide excellent customer service, including taking ownership of site-wide IT related issues
Ensure all actions, job performance, personal conduct and communications represent Joint Tech in a highly professional manner at all times
Acts as point of contact with vendors to resolve technical problems with desktop computing equipment and software
Comprehend customer requirements and make appropriate recommendations/briefings
Assist with tasks for Joint Tech or customer projects
Scope out equipment and software for customer projects
Self-managed with the ability to take the initiative to improve upon existing processes, creating new ones and gaining approval
Be able to lift 50 lbs
Perform other duties as assigned
Qualification
Required
Act as liaison between the User Support team and the customer for assigned sites/clinics/locations and oversee/monitor all issues, requests, and project work specific to assigned sites/locations
Maintain a direct relationship with leadership and users of assigned sites/clinics/locations and check-in daily through site visits, phone calls, emails, and ticket responses
Identify, research, and resolve escalated support tickets using User Support tools and processes, including general support and EMR/EPM issues
Plan, schedule, coordinate, and perform deployment/maintenance of new hardware, software, and network infrastructure for assigned sites/locations
Lead and work on assignments requiring independent action and a high degree of initiative to resolve issues
Ability to troubleshoot high-level and/or complex technical issues related to PC hardware and ancillary hardware, Windows operating systems, Microsoft Office products, remote support tools, Active Directory, and encryption products
Strong customer service skills
Build, install, and maintain all IT office hardware, including laptops, monitors, docking station, printers, scanners and additional hardware
Perform basic network troubleshooting
Respond to escalated issues and ensure tickets are closed within User Support defined timeframes
Build strong relationships with users, management, and third party vendors
Add computers to Active Directory
Help maintain and support client operating systems and end-user software, using remote administration tools
Support hardware deployment, including receiving, staging, imaging, and deploying workstations, printers, scanners, and other peripheral devices
Troubleshoot and resolve hardware and software problems on workstations and portable devices
Provide on call after hours support on rotational schedule
Develop and document resolutions to common Help Desk issues and workflows and make recommendations for process improvements
Travel to other offices/sites/clinics to provide support as needed
Log all support issues accurately and in a timely fashion using departmental support tools and processes
Provide excellent customer service, including taking ownership of site-wide IT related issues
Ensure all actions, job performance, personal conduct and communications represent Joint Tech in a highly professional manner at all times
Acts as point of contact with vendors to resolve technical problems with desktop computing equipment and software
Comprehend customer requirements and make appropriate recommendations/briefings
Assist with tasks for Joint Tech or customer projects
Scope out equipment and software for customer projects
Self-managed with the ability to take the initiative to improve upon existing processes, creating new ones and gaining approval
Be able to lift 50 lbs
Perform other duties as assigned
Associates Degree (higher degree accepted) or 5 years of practical computer hardware maintenance experience in lieu of education
3 years of practical computer hardware maintenance experience
Experience working with Microsoft operating systems and computer networks
Experience working with desktops, laptops, and other peripheral devices
Comptia A+ Certification
Company
Central Health
Central Health is a health care company provides access to healthcare services to eligible residents of Travis County.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jonathan Morgan
Chief Operating Officer
Alan Schalscha
Chief Medical Officer
Recent News
Seattle TechFlash
2025-05-30
Business Journals
2023-07-17
2023-06-19
Company data provided by crunchbase