IT Regional Field Support Analyst

Job Summary

The IT Regional Field Support Analyst is responsible for hands-on and remote (when appropriate) troubleshooting, problem solving, and support, of tier 2-3 information technology, at Air Methods bases and remote workplaces.  The RFSA will manage escalations, triage, troubleshooting, resolving, and documenting all Tiers of reported issues, and leveraging appropriate IT and third-party resources as needed, as well as supporting Air Methods Information Technology projects including but not limited to upgrading and installing new technology at remote locations.

Essential Functions and Responsibilities include the following:  

• Accept, manage, and resolve, service requests, escalations, and trouble tickets, for Air Methods bases and other remote workplaces.
• Oversee relationships with service providers, manage requests and identify and recommend changes for continuous service improvement.
• Track work in tickets and use standard Air Methods tools to report KPIs to leadership.
• Participate in routine proactive maintenance procedures.
• Actively participate in process improvements and proactive incident management.
• Other Duties as assigned.

Additional Job Requirements

• Regular scheduled attendance
• Indicate the percentage of time spent traveling - 75%

Subject to applicable laws and Air Method’s policies, regular attendance is an essential function of the position.  All employees must follow Air Methods’ employment practices and policies.

Supervisory Responsibilities

This position has no supervisory responsibilities.           

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  In accordance with applicable laws, Air Methods will provide reasonable accommodations that do not create an undue burden so disabled employees may perform the essential functions of the position.

Education & Experience

• Associate’s Degree (A.A) or equivalent from two-year College or technical school and 2 to 5 years’ related experience and/or training; or equivalent combination of education and experience.

Skills

• Team Player with a professional attitude
• Excellent organizational skills, detail oriented, ability to prioritize and multi-task and meet deadlines
• Excellent customer service skills; written and verbal communications, superior “bedside manner”
• Ability to work independently with minimal direction
• Ability to work a flexible schedule including frequent travel 

Computer Skills

• Knowledge of PC hardware and peripherals
• Knowledge of Windows 11/10/7 
• Knowledge of MS Office and O365 (Outlook, Teams, OneDrive, Word, Excel, etc.)
• Knowledge of LAN/WAN networking and ISP and telephony technologies, working knowledge of low voltage and structured cabling
• Knowledge of VPN remote access
• Knowledge of Active Directory and Exchange

Certificates, Licenses, Registrations

• A+, Network+ 

Air Methods is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)