Overview

The Apple Mobile Device IT Field Technician is a 100% onsite role that starts the day daily from our Clarkston, GA location and travels to various Emory Healthcare sites throughout the day to provide IT support for a wide range of Apple mobile devices including but not limited to iphones/ios, ipads, watches, etc..  You will be supporting Emory Healthcare end users to troubleshoot these devices, providing exemplary customer service.  This position will require the candidate to use their own vehicle to travel to different Emory sites during the day, schedule originated from Clarkston location.  This position does require on call support once/month.   

RESPONSIBILITIES:

• Configure and support Apple Mobile iOS devices and Applications.
• Participates in meetings with vendors for projects to implement new or upgrade existing technologies.
• Resolves and documents incidents using Information Services supported tools and applications.
• Performs troubleshooting steps to investigate root cause analysis.
• Documents troubleshooting steps and root cause investigation findings.
• Assists in image development, evaluation, testing and distribution.
• Identify and document complex incidents across enterprise.
• Works with vendors to address issues with vendor provided and supported solutions.
• Keeps customers updated with statuses when resolution is delayed.
• Documents troubleshooting steps and communication in ticketing system.
• Participates in go lives to implement or upgrade application solutions.
• Conducts site assessments with customers to evaluate site readiness for desktop equipment installations.
• Provides appropriate direction to customers to for networking, power and mounting needs.
• Coordinates with LITS for network installations and activations to support projects or installs of new technologies.
• Completes assigned day to day service requests and work orders for installation of desktop equipment and peripherals.
• Installation of desktop equipment for projects that involve departmental moves, renovations and opening new locations.
• Provides a high degree of customer satisfaction and has working knowledge of processes.
• Works under the direction of the FSPSS Supervisor and Manager with little to no Supervision.
• Serves as a liaison to customers for the resolution incidents.
• Ensures proper handling of Incidents, Work Orders and/or Service Requests.
• Documents all work in ticketing system.
• Documentation must include all troubleshooting steps, delays in issue resolution and detailed steps for what was done to resolved the issue or request.
• Must maintain an acceptable balanced scorecard rating.
• Uses and recommends knowledge articles for installation, support and vendor contact information for desktop installation of department specific applications.
• Represents Information Services at Hospital huddles to report out on current business impacting issues and bring back IT related challenges to the Client Services team.
• Attends client services leadership huddle in preparation for Hospital report out. Participates in recurring refresh program.
• Engages LITS for network related issues.
• Provides production and service request support in a 7 X 24 Tier 1 environment.
• Performs related responsibilities as required.

PREFERRED QUALIFICATIONS:

• Candidates with Field Tech experience or Apple Genius Bar supporting Apple Mobile Devices is highly preferred.

MINIMUM QUALIFICATIONS:

• High School Diploma plus A+ Certification required.
• 2 years of Information Technology experience.
• 4 years Information Technology experience required in lieu A+ certification.

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.