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065367 Requisition #
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The Information Technology (IT) Field Support Specialist II:

  • Provides support for applications, as well as support of communications on Local Area Network (LAN) / Wide Area Network (WAN) and remote connectivity.
  • Participates in Information Technology (IT) projects as a highly organized and technical member of a team, providing assistance on network, PC, and application issues and needs.
  • Researches and recommends more innovative methods to better serve the customer.
  • Provides support for the following areas:


Peripherals Support:

Provides support for personal computer (PC) workstations and other peripherals.


Requires and provides advanced support for Audio Visual Systems, Smartphones, Fax machines, Multi Function Devices, personal computer (PC) workstations, Thin Clients, servers, and other peripherals.


Provides support for clinical applications, as well as support of communications on Local Area Network (LAN)/Wide Area Network (WAN) and remote connectivity.


Solutions Research:

Performs research, discovery, report, and documentation of cost-effective business solutions.

Uses advanced-level analytical skills when providing technical assessments and determining the business impact for assigned projects.

Recommends innovative methods to better serve the customer.

Interacts with a wide variety of hospital/corporate personnel, vendors, and consultants.


Project Consultation:


      Possesses technical computer skills that allows the employee to handle problems and issues with little or no supervision.

This role provides guidance to other members of IT, specifically to the IT Field Support Specialist I/CRM.

This role assists project teams on network, PC, and application issues and may participate in all project stages.

May provide rotating technical support to AMC, GSH, GSHN, MVH, MVHS, UVMC, On-call, Rotating Coverage, Data Center, Customer Support Desk, and Premier System Support staff on-site and via telephone.

Performs other duties as assigned


Education:   A Bachelor’s Degree in IT with 2 years of IT experience; or a related Bachelor’s             Degree with 4 years of IT experience; or an Associate’s Degree in IT with 6 years of IT experience; or a related Associate’s Degree with 8 years of IT experience is required.

Experience:            0 – 2 years demonstrated knowledge of the Microsoft Windows Operating System           as well as the Microsoft Office Suite of applications.


·         Excellent verbal and written communication skills are required.

·         The proven ability to manage projects to completion and a moderate knowledge of the business of Premier Health Partners (PHP) is needed.

·         Ability to lead projects involving an analysis of need, coordination of work effort, evaluation, and documentation.

·         Advanced analytical and problem-solving skills.





Competencies Required:

Basic Competencies:


Microsoft Windows Operating System:

·         Able to diagnose virtual memory allocation.

·         Able to access and utilize log files.

·         Understands Safe Mode and its different applications.

·         Understands all facets of Internet Explorer and Advanced Settings.

·         Able to troubleshoot for virus and/or Trojan infection.

·         Able to troubleshoot and repair Spyware problems.

·         Understands Windows printing.

·         Completely understands Windows Control Panel.

·         Understands Windows Automatic Update.

·         Able to connect to and browse network drives.


Hardware Knowledge

·         Understands the basics of computer imaging technology.

·         Possesses the skill to troubleshoot PC problems.

·         Possesses the skill to troubleshoot common printer problems.

·         Possesses the skill necessary to install peripheral devices such as palm pilots or printer’s internal and external drives.

·         Possesses the skill to troubleshoot/replace Voice over IP phones.


Intermediate LAN and WAN technologies and topologies:

·         Understands Ethernet networks.

·         Understands TCP/IP and PPTP.

·         Troubleshoots routing failures.

·         Understands wireless a,b, and g.


Domain administration:

·         Creates or removes domain accounts.

·         Administers group memberships.

·         Understands the Computer Access Request Form (CARF) process.

·         Understands Citrix home directory maps.

·         Creates Citrix accounts.


Proficient in VPN and Dial up networking

·         Understands VPN client connectivity

·         Possesses a basic understanding of home networking.

·         Possesses an advanced understanding of cable and DSL modem connectivity.


Systems Connectivity

·         Understands basic Citrix connectivity and account management.

·         Understands Citrix home directories.

·         Is familiar with IBM Host on Demand.

Understands portal technology.

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