Fresenius Medical Center Field Systems Operations Technician in Greenwood Village, Colorado

PURPOSE AND SCOPE:

The Field Systems Operations Technician identifies the root cause for client effecting problems, to minimize service interruptions and raise service quality to customers. Performs analysis of trending reports to proactively prevent interruptions and to deliver problem solutions.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Follows incident alerting and escalation process.

  • Performs activities within agreed upon service level agreements.

  • Provides dashboard reporting for management.

  • Facilitates incident follow up and communication process with customers.

  • Provides support to all support staff on problem resolution.

  • Delivers upon metrics to assess and improve production support.

  • Provide triage level support for LAN/WAN.

  • Ability to document and implement projects related to applications, infrastructure, system upgrades, equipment relocation, and facility implementations.

  • Demonstrate thorough understanding of FMC policies and procedures relating to information technology and educate users on these policies.

  • Educate users on FMCNA and FMS IT policies and procedures as necessary.

  • Ensures the integrity of all electronic data records by following FMC quality standards and the practice of Continuous Quality improvement.

  • Reviews changes to support processes to ensure continuous improvement of the field operations process.

  • Reviews and insures the accuracy and content of the service management system base.

  • May escalate issues to supervisor/manager for resolution, as deemed necessary.

  • Mentor other staff as applicable.

  • Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.

  • Assist with various projects as assigned by a direct supervisor.

  • Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS :

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION :

  • Associates degree in Computer Science or technical degree preferred, or equivalent work experience in lieu of degree.

  • Vendor and industry certifications a plus.

EXPERIENCE AND REQUIRED SKILLS:

  • 1-2 years related experience including networking and desktop support

  • Network+ Preferred.

  • Valid driver’s license is required.

  • Experience with customer support in a large scale and diverse environment of incident management, escalation procedures and related disciplines.

  • Expertise with Help Desk procedures, call management systems and call tracking tools.

  • Able to work independently to asses, analyze and provide recommendations for complex support issues.

  • Good interpersonal skills with the ability to communicate effectively and clearly to all levels of management.

  • Good analytical skills with a structured and methodical approach.

  • Highly organizes with the ability to plan ahead for short to medium-term objectives.

  • Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness.

  • Must be able to work in a fast paced team oriented environment.

  • Exceptional personal, technical and organizational skills.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity