Wellstar Health System · 13 hours ago
Sr IT Field Support Tech (DEX)
Marietta, GA
Full-time
Onsite
Senior Level
6+ years expWellstar Health System is dedicated to enhancing the health and well-being of every person they serve, seeking a Sr. IT Field Support Technician to provide advanced system-level support for clinical and financial applications. This role involves leading process development projects, delivering excellent customer service, and managing the installation and maintenance of desktop-related equipment.
FitnessHealth Care
Responsibilities
Provides advanced expert level break/fix support with specific expertise in one or more of the following areas: networked and non-networked hardware (i.e. desktop computer, mobile computers, printers, peripherals and WAN/LAN devices.)
Provides advanced technical assistance and maintenance support to end users including, but not limited to, serving as primary second tier support, and first tier support, when assigned
Identifies, triage, research and resolve complex system/application incidents in a timely manner
Responsible for local site inventory process control
Proficient in several clinical applications so as to act as the system expert and liaison to end-users; or proficient in several financial/administrative applications so as to act as the system expert and liaison to end users; or proficient in technology (servers, networks, desktops, etc) so as to act as the system expert and liaison to end users
Demonstrates the ability to learn and improve troubleshooting skills by actively participating in education programs and scoring above average on competency tests
Performs 2nd tier support for systems (see skills above)
Demonstrates courteous customer service support to all callers receiving high customer satisfaction results
Escalates problems to the proper person/groups in a timely manner
Manage Severity 1 situations, issues and communication as required and facilitate coordination of activities and timely status, sometimes under stressful conditions
Service should be consistent with or better than service level agreements
Provide a high level of productivity for total incidents handled
Responsible for second-level network connectivity maintenance
Completes of assignments on time whether assigned directly or at the department level
Assists with the development and maintenance of service level agreements (SLAs) and follows up with customers
Evaluates new operating systems, patches, and enhancement packs for the desktop/network environment, including printing/firmware/IOS, etc
Implements WellStars desktop image processes, technologies etc
Creates/Maintains WellStars user community print driver delivery mechanism
Disposes of discarded/un-repairable equipment following WellStars disposal procedures. (Inventory, Safety, etc.) Completes problem resolution, work orders including critical problems in a timely manner (following SLAs), updating client of status and maintaining work schedules and appointments with the user
Clearly documents system/application/hardware support issues and resolutions in the call tracking system for of all assigned support calls
Properly documents all work orders and problem calls in tracking system, while in work and once completed. A constant chain of documentation for current user status
Escalates problems to the proper person/groups/management
Identifies/Implements corrective action to desktop services chronic support issues
Responsible as first escalation point for IT Field Support Technicians (Tier III capacity)
Responsible as alternate escalation for IT Service Desk for escalated incidents and requests
Provides status reports on time or in a timely manner to IT Field Services Supervisors. Responsible for the management of Field Services resources within the time requirements of Service Level Agreements (SLAs)
Manages regionally defined area/quadrant of WellStar Health System
Manages regionally defined team of IT Field Support Technicians
Manages allocated hardware resources of the defined region. Actively supports and develops IT policies, procedures and documentation
Assists in the creation and maintains standards as they relate to delivery of network services
Responsible for documenting changes to environment (i.e. hardware movement, installation, removal, etc.)
Responsible for maintaining inventory of standard hardware/local software by utilizing the current inventory/database/asset system
Validates and maintains technical documentation in conjunction with fellow IT Field Support Technicians. Enhance professional growth and development through education programs, workshops or other educational opportunities that may be presented. Assists in the training of staff. Keeps abreast of current events
Responsible for staying current with system wide IT initiatives thru attendance and/or involvement in all relevant forums
Demonstrates the ability to learn and improve troubleshooting skills by actively participating in education programs
Attends regular departmental and Towne Hall meetings, and promote/exemplify excellent customer service as aligned with WellStars Standards of Gold
Creates training documentation that is user friendly, detailed and precise
Qualification
Required
Bachelor's Degree in computer science (or related field) Required or Equivalent Experience. Required
Minimum 6 years in customer service, field service, networking, local software/hardware and operating system support Required
Prior experience in managing a large-scale environment utilizing multiple operating systems levels and applications Required
Experience should include providing application/technical support, development/upgrades, and maintenance, with a proven ability to design and trouble shoot solutions. Required
Preferred
Experience in process improvement projects
Functional expertise of desktop operating systems and hardware
Functional expertise of Local/Network printers/printing, and peripherals (i.e. Scanners, etc.)
Functional expertise of desktop applications (i.e. Internet browsers, Email clients, and Microsoft Office products, etc.)
Functional expertise of desktop hardware (Thick and Thin Client products)
Functional expertise of networking (i.e. Microsoft, Cisco, etc.)
Functional knowledge of network connectivity, infrastructure terminology, and wired/wireless support
Strong communication and customer relation skills
Must be able to communicate and work well in a team environment
Strong leadership skills to provide direction, education, and assistance to associate Field Service Technicians
Self-motivator and task oriented individual capable of working well with minimal supervision
Multitasking And Problem Resolution Skills
Sound judgment and analytical abilities
Company
Wellstar Health System
The largest health system in Georgia.
10001+ employees
H1B Sponsorship
Wellstar Health System has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (18)
2023 (13)
2022 (14)
2021 (18)
2020 (12)
Funding
Current Stage
Late StageLeadership Team
Candice L. Saunders
President and CEO
B
Bill Bellando
SVP and Chief Information Officer
Recent News
BiometricUpdate.com
2025-10-28
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