Field Services Analyst

Reporting to the Field Services Manager, the Field Services Technical Analyst provides Level 2 IT support to end users remotely and deskside, primarily for user telephony and PC issues. The Analyst interacts with customers to gather and document information, analyze the situation, triage, troubleshoot, and provide guidance to problem resolution, and when necessary, forward/assign the issue to the appropriate next levels of support. The Analyst will utilize common tools like a ticketing database, knowledge database, and remote-control tools in performing these functions.

• Responsible for day-to-day maintenance, cable management, asset management, and cleaning of customer phones, computers, peripherals, and related hardware.
• Assists users with phone, computer, and peripheral-related problems and requests.
• Assists team members in learning to troubleshoot and processes and procedures.
• Performs installation, configuration, move, and upgrade tasks.
• Helps to monitor equipment asset levels.
• Completes updates on service tickets.
• Communicates to Sr and Lead team members on status of technical problems.
• Continually works to meet or exceed Customer Service Level (SLA) commitments.
• On-call support coverage as needed in scheduled rotations (once every 4 weeks).
• Other duties as assigned by leadership.

Required

• Associate's Degree /Technical school or equivalent
• 2 years of relevant experience in the field

Preferred

• Bachelor's Degree or equivalent
• 3 years of relevant experience in the field
• Experience supporting client, clinical and medical technologies and systems
• Experience in event correlation/log analysis, failure analysis/reporting, root cause analysis, risk assessment and troubleshooting

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

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Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.