Field Support Analyst L2

JOB SUMMARY:

The Field Support Analyst L2 facilitates upgrading, maintaining and expanding our rapidly growing network and office infrastructure. Service will be mainly travel with some remote work. This position is responsible for performing on-site and remote support services for our pediatric dental offices. Under limited supervision a Field Support Analyst L2 installs and maintains IT computer equipment, A/V systems, and mounting hardware for company clinics. Provides technical leadership and support, and resolves problems of a comprehensive and complex nature. This support is crucial to the delivery of the company's mission of helping children achieve a lifetime of great oral health.

EDUCATION/CREDENTIALS:

• BS/MS degree in Computer Science, Engineering or a related subject (A plus)
• Preferred certifications: A+, Network+, Security+ (Required)

JOB RELATED EXPERIENCE:

• 6+ years in information technology
• Dental operations experience preferred

JOB-RELATED SKILLS/COMPETENCIES:

• Solid customer service skills
• Strong analytical and problem-solving skills
• Strong experience with Windows Servers & Desktops
• Familiar with Cisco networking gear
• Experience with monitoring systems
• Ability to work independently and make independent decisions through detailed analysis and review
• Excellent listening skills
• Must be a self-starter with a positive attitude

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Office Environment
• Ability to travel up to 75-100% of the time
• Ability to lift 50 lbs.

MAJOR DUTIES AND RESPONSIBILITIES:

• Utilizes advanced technical knowledge to plan and lead the implementation of technical solutions and projects.
• Execute work orders as directed by Field Supervisor, inspect the work site, review the work with management as necessary.
• Serves as a primary project member on department projects with large scope and impact; will lead and integrate the work of other staff.
• Responsible for maintaining and the continued operation of IT computer equipment, audio/visual systems, mounting of aforementioned equipment.
• Oversee and assist the work of those lower graded employees assigned to the team to ensure work is completed in an orderly, efficient and professional manner.
• Participates in and/or leads research and development initiatives and provides assistance in the implementation of new technologies and solutions.
• Responds to escalations received from managers and VIP's, escalates unresolved issues as appropriate and promptly.Provide on-call coverage during non-business hours. This includes maintaining a mobile device
• 24/7 Response and on-call to service outages and other problems
• Conducts work within the SLAs established. Provides input on SLA definition and suggestions for improvement
• Adheres to D4C Company and IT policies
• Performs other duties as assigned.