Field Service Specialist ll – Dallas

Texas Health Resources is looking for a top skilled Field Service Specialist ll. Is that you?

*Texas Health Dallas *

Work location: Texas Health Dallas - 8200 Walnut Hill Lane, Dallas, TX 75231

Work hours: Full Time Days Monday - Friday 7:00am – 3:30pm OR 7:30am – 4:00pm OR 8:00am – 4:30pm

Department highlights:

Opportunities to learn and grow career

Innovative, collaborative, and fast-paced environment

Join an inclusive and supportive team

Here’s What You Need

H.S. Diploma or Equivalent (Required)

Associate degree Computer Science, Information Systems, Business, or related field (Preferred)

3 Years’ Experience in a computer related technical support or technical customer service role with various outsourcing and services offerings, pricing and delivery structures. Advanced troubleshooting skills and advanced technology expertise. Must have exceptional customer service skills. (REQUIRED)

Application certification or proficiency when applicable (Required)

Skills

Customer service management, project management, understanding of Microsoft networking computing environment, strong written and verbal communications, ability to liaise with entity with end users, IS staff and managers as well as vendor personnel and management. Experience managing vendor performance to contracted Service Level Agreements (SLAs).

What You Will Do

Desktop Support - Provides timely in-person and virtual customer assistance for Field Service requests and incidents. Responds to customer incidents and requests for technical support for customers' computer systems, telephones, networks, and applications at applicable work-sites.

Accurately log all customer interactions in the ITS ticketing system. Independently identifies, analyzes, troubleshoots, documents, and replicates customer problems applying technical solutions or workarounds; escalate complex issues in accordance with documented escalation procedures, if unable to resolve. Uses Knowledge Base to resolve incidents.

Participate, as needed, in on-call rotation and is responsive when called or paged. Troubleshoots assigned incidents within defined target timelines based on severity.

Customer Relationship Management - Demonstrates exceptional customer service by seeking opportunities to give educational feedback while assisting customers. Builds and maintains key customer relationships with customers through timely and effective resolution.

Process and Performance Improvement - Utilizes processes, tools and technology to perform job effectively while continuing to refine and learn these when applicable. Looks for ways to improve personal, team, and departmental performance. Adheres to Asset Management processes for asset inventory Lifecycle Management. Identifies trends in delivery of service and identify opportunities for improvement.

Planning and Administrations. Performs administrative duties and participates in special projects as assigned.

Additional perks of being a Texas Health Employee

Benefits include 401k, PTO, medical, dental, Paid Parental Leave, flex spending, tuition reimbursement, Student Loan Repayment Program as well as several other benefits.

A supportive, team environment with outstanding opportunities for growth.

Explore our Texas Health careers site for info like Benefits, Job Listings by Category, recent Awards we’ve won and more.

Do you still have questions or concerns? Feel free to email your questions to recruitment@texashealth.org.

Texas Health requires a resume when an application is submitted.Employment opportunities are only reflective of wholly owned Texas Health Resources entities.

We are an Equal Opportunity Employer and do not discriminate against any employees or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.