Field Support Technician II

Responsibilities:

• Assist with the day-to-day operations of IT Service Delivery including troubleshooting, ticket resolution, and other technology-related support activities.
• Respond to and resolve user requests for assistance with computer systems, delivering a high-quality, user-focused support experience.
• Log, track, and proactively maintain records of issues to ensure efficient problem resolution and knowledge sharing.
• Troubleshoot technical issues and escalate them when necessary.
• Identify the correct technical area or external vendor for problem resolution and coordinate with other teams to ensure timely outcomes.
• Provide clear, timely updates and feedback to users and teammates throughout the lifecycle of enterprise-wide technology issues.
• Participate in 24x7 on-call support rotations as needed.
• Travel occasionally to other locations as required to support business operations.
• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.
• Required or Preferred Qualifications (specify within):
• 1 – 4 years of recent experience in technology, service desk, and helpdesk
• High school diploma or GED is required
• Healthcare related experience a plus
• ITIL certifications a plus
• Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted
• Essential Competencies:
• Experience participating in IT Service Management (ITSM) transformations and contributing to continuous improvement initiatives.
• Strong knowledge of service management best practices and frameworks.
• Critical thinking and problem-solving skills with the ability to analyze systems and adapt as needed.
• Excellent communication and influencing skills, capable of engaging stakeholders and gaining buy-in.
• Flexible and proactive, able to identify service gaps and step in as needed to maintain smooth operations, manage high ticket volumes, and support the team during peak periods.
• Attendance is an essential job function.