Field Service Specialist I

About This Role

This role involves providing timely in-person and virtual customer assistance for IT field service requests and incidents within Texas Health, addressing technical support needs for computer systems, telephones, networks, and applications. The specialist will respond to customer issues, meticulously log interactions, and troubleshoot assigned incidents while participating in an on-call rotation.

Responsibilities

• Provide timely in-person and virtual customer assistance for Field Service requests and incidents
• Respond to customer incidents and requests for technical support for computer systems, telephones, networks, and applications
• Accurately log all customer interactions in the ITS ticketing system
• Demonstrate exceptional customer service by providing educational feedback and resolving issues effectively
• Utilize processes, tools, and technology to perform job effectively and identify improvement opportunities
• Adhere to Asset Management processes for asset inventory Lifecycle Management
• Participate in on-call rotation and be responsive when called or paged
• Troubleshoot assigned incidents within defined target timelines based on severity

Requirements

• H.S. Diploma or Equivalent
• 1+ year experience in computer related technical support or technical customer service
• Customer service management skills
• Understanding of Microsoft networking computing environment
• Strong written and verbal communications
• Ability to liaise with end users, IS staff, managers, vendor personnel and management

Qualifications

• H.S. Diploma or Equivalent; Associate's Degree in Computer Science, Information Systems, Business, or related field (preferred)
• 1 Year experience in a computer related technical support or technical customer service role with various out sourcing and services offerings, pricing and delivery structures.

Nice to Have

• Associate's Degree in Computer Science, Information Systems, Business, or related field
• Project management skills
• Experience managing vendor performance to contracted Service Level Agreements (SLAs)

Skills

* Required skills

Benefits