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Tech Field Support II
Ref No.: 17-00403
Location: Albany, New York
Position Type:Direct Placement
Start Date: 06/26/2017
Tailwind Associates, an EOE, has a full time opportunity with our client in Albany, NY for a Tech Field Support II

Job description:
The Tech Field Support provides onsite and remote support for all complex and in person support needs. The Tech Field Support will take ownership of issues escalated to them by Help Desk Techs and work to resolution utilizing all skills, experience, training, documentation and resources at their disposal. The Tech Field Support escalates and notifies Information Services employees appropriately according to documented standard operating procedures. The Tech Field Support is responsible for an exemplary customer service experience for all employees during their interaction with the Help Desk. The Tech Field Support acts as a liaison between the customers and Information Services to resolve any issue that is reported, and will fulfill any project based or new requests that are assigned to them in the documented timelines.

Required Qualifications:
  • Minimum of an Associate's degree, preferably in a math, science, or technology related field of study.
  • Two to four years of experience.
  • Ability to fulfill installations, upgrades, and support requests for hardware, systems and applications.
  • Ability to adhere to documentation and troubleshooting processes.
  • Ability to determine the cause of an issue to resolve appropriately.
  • Ability to adhere to proper customer service standards to all interactions with employees both verbally and written.
  • Ability to document issues and escalate/notify others according to documented process.
  • Ability to adhere to documented process and documentation.
  • Ability to effectively recommend and draft documentation for improvements in processes, procedures, and operations.
  • Knowledge of Microsoft Windows operating systems, Active Directory and computer hardware.
Preferred Qualifications:
  • Bachelor's degree preferred.
  • Familiarity with HIPAA regulations, medical terminology, healthcare, or financial and billing processes is a plus.

All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age.