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Field Support Engineer

This position is responsible for providing first point of contact for comprehensive IT service and support of PC desktops, laptops, printers, application software, etc. This position also supports facility related technologies such as IP based security systems, telephony, time keeping, networking, inter-networking devices, AV and other technologies. The position also provides general support to other staff in information technology and other service areas of Covenant Retirement Communities (CRC).
The successful candidate will have:
Bachelor's degree in Information Technology or a related field, required.
Network+ and A+ Certification or better required.
Five years minimum related experience in technical IT support position.
Substantial knowledge of PC hardware, Windows OS's, printers, Citrix and basic networking, required.
Excellent customer service skills and a desire to maximize customer satisfaction, required.
Ability to work independently with minimal direct oversight, required.
Experience managing vendor relationships, required.
Willingness to fully document all activity on a daily basis, required.
This position reports directly to Associate Executive Director or Facility Management Director with dotted line reporting to the Help Desk Manager and may take direction from other positions. The position is both technical and customer service oriented in nature. Some of the responsibilities include:
Managing the day to day work order flow of the IT related issues of the local community.
Working with all levels of customer including residents, executive management, IT management, etc.
Managing the customer' support experience with a goal of maximizing customer satisfaction.
Proactively seeking out issues before they become problems.
Attending and participating in campus operations meetings as the representative of IT.
Managing assigned projects and conducting research.
Preparing written and verbal reports of activity and issues for IT management.
Providing status information of work orders for customers proactively.
Having a genuine concern for the comfort and well being of our residents.
Becoming an SME in one or more technical areas.
Providing backup support to Field Support Engineers at other CRC communities.
Assisting in maintaining and documenting IT related policies and procedures.
Managing vendor relationships.
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Field Support Engineers - Multiple Locations
Covenant Retirement Communities (Skokie, Illinois), the corporate office of a nation wide family of CCRC's: Covenant Retirement Communities, 5th largest LeadingAge Ziegler Top 100, is seeking a Field Support Engineer for Information Technology. This position is responsible for providing first point of contact for comprehensive IT service and support of PC desktops, laptops, printers, application software, etc. This position also supports facility related technologies such as IP based security systems, telephony, time keeping, networking, inter-networking devices, AV and other technologies. The position also provides general support to other staff in information technology and other service areas of Covenant Retirement Communities (CRC). This position is assigned to one of the campuses; a campus may have between 40 and 100 workstations and supports about 200 users residing in 8 to 15 buildings.
The locations hiring for this position are:
The Samarkand (Santa Barbara, CA)
Covenant Village of Turlock (Turlock, CA)
Covenant Village of Colorado (Westminster, CO)
Covenant Village of Florida (Plantation, FL)
Covenant Village of the Great Lakes (Grand Rapids, MI)
Covenant Village of Golden Valley (Golden Valley, MN)
Covenant Shores (Mercer Island, WA)
The successful candidate will have:
Bachelor's degree in Information Technology or a related field, required.
Network+ and A+ Certification or better required.
Five years minimum related experience in technical IT support position.
Substantial knowledge of PC hardware, Windows OS's, printers, Citrix and basic networking, required.
Excellent customer service skills and a desire to maximize customer satisfaction, required.
Ability to work independently with minimal direct oversight, required.
Experience managing vendor relationships, required.
Willingness to fully document all activity on a daily basis, required.
This position reports directly to Associate Executive Director or Facility Management Director with dotted line reporting to the Help Desk Manager and may take direction from other positions. The position is both technical and customer service oriented in nature. Some of the responsibilities include:
Managing the day to day work order flow of the IT related issues of the local community.
Working with all levels of customer including residents, executive management, IT management, etc.
Managing the customer' support experience with a goal of maximizing customer satisfaction.
Proactively seeking out issues before they become problems.
Attending and participating in campus operations meetings as the representative of IT.
Managing assigned projects and conducting research.
Preparing written and verbal reports of activity and issues for IT management.
Providing status information of work orders for customers proactively.
Having a genuine concern for the comfort and well being of our residents.
Becoming an SME in one or more technical areas.
Providing backup support to Field Support Engineers at other CRC communities.
Assisting in maintaining and documenting IT related policies and procedures.
Managing vendor relationships.
It is essential that the individual is dependable, has good inter-personal relationship skills, flexibility, and the ability to deal well with others and handle a variety of tasks and responsibilities in a professional, prompt manner. The person must be tactful and possess good communication skills (written and verbal, English) and be able to communicate effectively with a variety of people and personalities. The individual must be courteous and relate well to others, have genuine compassion for senior adults and the disabled, project a friendly character and support customer service and team concepts. He/she must have the ability to take direction from a variety of people and have empathy with and understanding of the needs and expectations of staff and customers. The Engineer must have the ability to deal with the public in a pleasant and professional manner. The ability to multi-task and manage multiple projects at once is essential. Taking initiative with routine responsibilities and organizing the work schedule and duties in order to complete responsibilities is critical. The position demands attention to detail and accuracy. Excellent organizational skills including the ability to maintain and accomplish multiple to-do lists, monitor status of projects and keep project sponsors and drivers informed, etc. is required. The position must demonstrate good clerical and administrative skills, proficiency with Word, Excel, PowerPoint (i.e., MS Office tools 2013) and other applicable software programs and must be comfortable with and be good at training small groups on technical aspects of the various systems.
Benefits may include medical, dental and vision insurance; employer paid group term life and disability; various voluntary benefits including critical illness (cancer rider available), accident insurance; 403(b) tax-deferred savings with an employer match, education benefits; and paid-time-off.
Join a faith-based organization dedicated to excellence in customer service to our residents. For more information about Covenant Retirement Communities, please visitwww.covenantretirement.org.


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