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IT Field Service Analyst

Location: WellSpan Health, York, PA

Schedule: Full Time

Sign-On Bonus Eligible

Remote/Hybrid

Regular

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Hours

07:00AM - 3:30PM M-F w/On call as assigned (approx. 1X per month).

General Summary

Performs moderately complex customer support activities for equipment and systems products such as wiring, cabling, power, fire suppression, environmental controls and monitoring. Provides administrative and technical support in the monitoring and maintenance of the facilities management and infrastructure support of multiple data centers and critical infrastructure environments within System owned/leased buildings. Operates and monitors a large array of power and cooling systems at multiple data centers in accordance with established procedures. Working directly with IT Operations, Network Services, Service Desk, Office of Production Quality, Technology Services, Facilities and Property Management departments and vendor partners to resolve specific issues and maintain high system availability and reliability.

Duties and Responsibilities

Essential Functions:

• Detects, analyzes, documents and resolves service availability problems related to data center power, fire suppression and environmental systems hardware. Uses resources such as technical documentation, system knowledge, troubleshooting skills and other support teams to resolve issues. Notifies IT Field Service Coordinator of unusual situations and when appropriate.

• Reviews equipment logs for errors and determines corrective action while assisting in recovery. Uses a core set of technical skills to sustain the daily operations of multiple data centers and critical infrastructure environments to support the patient care systems and their partners.

• Monitors equipment status to ensure high quality and reliability, principally focused on power and cooling systems. Interfaces with systems by using commands, utilities, interface panels and documentation.

• Participates in IT Facilities assessments, preventive maintenance and other management control programs.

• Supports in the maintenance of IT Facilities equipment outage and history logs, procedural documentation, updates to building maps and drawings and equipment manual libraries.

• Follows Standard Operating Procedures and MOPs during scheduled and unscheduled service downtime events. Recommends improvements on service downtime issues to reduce and prevent reoccurrence.

• Participates in data center and network closet related projects and technology initiatives.

• Participates in the receipt, processing and data entry of maintenance/repair requests (work orders) through the automated work order system.

• Recommends improvements and prepares written documentation as required by the profession and the department.

• Maintains and establishes data center facilities and critical infrastructure support systems and processes.

Common Expectations:

• Maintains established policies and procedures, objectives, quality assessments, and safety standards.

• Enhances professional growth and development through participation in educational programs, current literature, in-service meetings, and workshops.

• Provides outstanding service to all customers, fosters teamwork, and practices fiscal responsibility through improvement and innovation.

Required for All Jobs:

• Performs other related duties as identified.

• WellSpan Health has adopted and implemented a compliance program to support WellSpan's values and standards for professionalism, integrity, and ethics. Expected to support and meet the values and standards of the organization and the performance expectations of the job, the department, and the compliance program.

• WellSpan Health has adopted and implemented a privacy program to safeguard the patient information and the business and operational information of the organization. Expected to support and meet the values and standards of the organization to safeguard patient and business/operational information.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Physical Demands:

• Standing - Occasionally

• Walking - Occasionally

• Sitting - Frequently

• Reaching - Rarely

• Talking - Frequently

• Hearing - Frequently

• Repetitive Motions - Occasionally

• Eye/Hand/Foot Coordination - Occasionally

Qualifications

Minimum Education:

• Associates Degree Preferred

Work Experience:

• 2 years Experience in Facilities Maintenance and Information Technology. Required

Knowledge, Skills, and Abilities:

• Advanced technical communications and troubleshooting skills, customer service skills, and team leadership skills.

• Some knowledge of space utilization practices and physical inventory procedure.

• Working knowledge of facilities and maintenance and operations.

• Ability to read blueprints and other schematics.

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You’re unique and you belong here.

At WellSpan Health, we are committed to treating all applicants fairly and equitably, regardless of their job classification. If you require assistance or accommodation due to a disability, please reach out to us via email atemployment@wellspan.org. We will evaluate requests for accommodation on a case-by-case basis. Please note that we will only respond to inquiries related to reasonable accommodation from this email address. Rest assured, all requests for assistance or accommodation are handled confidentially, allowing applicants to share their needs openly and honestly with us.

WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.