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Healthcare / Hospital - Field Technical Support Associate

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Date: Mar 19, 2021

Location: Phoenix, AZ, US

Company: NTT DATA Services

Req ID: 113689 


NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.


We are currently seeking a Field Technical Support Associate to join our team. This role will provide technical support to a major hospital facility within the Phoenix, Arizona area.  This role will also be required to travel in the local area, as needed, to support affiliated ambulatory clinics and physician practices.


NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.


Job Responsibilities Include:

  • Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide
  • Coordinate with Client End User on expectations and availability to conduct Managed Client Services
  • Perform trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets (desktops, notebooks, printers, and associated peripherals) in campus / remote locations
  • Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals
  • Identify potential issues that could adversely impact End User experience and follows through on action steps
  • Utilizes advanced tools / technical knowledge to remediate customer problems and conduct scheduled installs and maintenance of technical products
  • Strive to meet all Client SLAs & Customer Satisfaction Goals
  • Instructs customers in the operation and maintenance of the system
  • Escalate to Field Services Management on issues that impact the entire operation at a given site
  • Provides technical feedback to Level 1 Service Desk and Level 2 Field Service on technical / process issues that be used to improve overall service delivery
  • When required – provides onsite shadowing to Program Field Service Team
  • Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles


Basic Qualifications:

  • Minimum of 3 years of experience as an IT Support Specialist servicing / deploying computer equipment
  • Minimum of 3 years of experience in End user support including Desktop support, Citrix, VPN, Antivirus and SCCM Client (Wise Client, Sonic Wall, Cisco, F5 VPN etc.)
  • Technical school certification is required


Preferred Skills:

  • Must have proven customer service background
  • Ability to interact effectively with internal and external contacts (Account Management, Deployment Team, Solutions Architect, Employees, and Vendors)
  • Individual will be knowledgeable of Windows operating system environment; knowledge of Linux/Unix operating systems may be required
  • Able to comprehend and follow verbal and written technical instructions and scripts
  • Qualified resources should have A+ certification or equivalent skill set; basic Windows troubleshooting will be involved
  • Certification in various hardware platforms may optionally be required for servicing hardware issues
  • Individual must have ability to receive calls during the normal business day and after hours
  • Physically able to lift and move Enterprise and Client technology hardware in our customer environment
  • Excellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolution
  • Excellent interpersonal skills and ability to work collaboratively in a team environment


About NTT DATA Services


NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.


NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.



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