Field Service Analyst

Beyond Blue

Job Posting Title:

Field Service Analyst

Requisition Number:

R-000003863

Department Name:

Field & End User Services

Work Location:

Medical Arts Building

Grade Level:

8

Type of Position:

Regular

Position Time Status:

Full time

Equivalency Link

Shift:

Day (United States of America)

Job Description:

Job Summary

Responsible for delivering Tier 1 and 2 end-user technical support and ensuring quality customer service across the organization. Installs, configures, monitors, and maintains end-user devices, peripherals, and related hardware and software. Collaborates with multidisciplinary teams, serves as a liaison between users, IT staff, and vendors, and escalates issues as needed. Adheres to organizational policies, behavioral expectations, and departmental procedures to support seamless IT operations. Analyzes and resolves technical issues to optimize system performance and user satisfaction.

Essential Functions

• Prioritizes and responds promptly to customer needs based on severity and service level agreements.

• Resolves customer incidents, requests, and projects efficiently, escalating as needed.

• Installs, maintains, secures, upgrades, and repairs end user devices, hardware, and software.

• Analyzes and documents systemic problems, implements solutions, and manages IP address assignments.

• Documents work status, resolutions, and updates process and support documentation in appropriate systems.

• Communicates professionally with customers and team members, providing timely updates and training as needed.

• Monitors work environment for improvement opportunities and implements process enhancements.

• Leads or participates in IT projects, ensuring achievement of milestones and adherence to project methodologies.

• Provides guidance, supervision, and performance feedback to team members and assists with training.

• Performs other duties as assigned.

Education Requirement

High school diploma or equivalent experience

Experience Requirement

2-3 years of experience in a healthcare, clinical setting, or a relevant area

An equivalent combination of education and experience may be considered.

All experience must be paid and in the same related field.

Part-time and PRN experience will be prorated based on hours worked per week.

Volunteer work and internships for academic credit are not counted.

Certifications & Licensures

N/A

Working Conditions

A. Lifting, pushing, and/or pulling objects up to 50lbs: 3. Intermittent (10% - 50% of the time)

B. Lifting, pushing, and/or pulling objects over 50lbs: 2. Occasional (< 10% of the time)

C. Standing or walking with objects up to 10lbs: 4. Regular (> 50% of the time)

D. Standing or walking with objects up to 25lbs: 3. Intermittent (10% - 50% of the time)

E. Sitting at computer workstation for extended periods: 2. Occasional (< 10% of the time)

F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials: 2. Occasional (< 10% of the time)

G. Repetitive motion: 3. Intermittent (10% - 50% of the time)

H. Working at heights above 4 feet: 2. Occasional (< 10% of the time)

I. Working in confined spaces: 2. Occasional (< 10% of the time)

J. Risk of injuries from use of equipment on the job: 3. Intermittent (10% - 50% of the time)

K. Job-related travel: 3. Intermittent (10% - 50% of the time)

L. Loud noises: 2. Occasional (< 10% of the time)

M. Temperature extremes: 3. Intermittent (10% - 50% of the time)

N. Hazardous chemicals and fumes including waste: 2. Occasional (< 10% of the time)

O. Radiation: 1. Never

P. Burns: 2. Occasional (< 10% of the time)

Q. Cuts/Punctures: 3. Intermittent (10% - 50% of the time)

R. Bloodborne/airborne pathogens: 1. Never

S. Recombinant DNA or viral vectors: 1. Never

T. Combative/violent people: 1. Never

U. Animal handling (including carcasses): 1. Never

V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands

This position requires regular standing or walking with objects weighing up to 10 pounds; intermittent lifting, pushing, and/or pulling objects weighing up to 50 pounds; intermittent standing or walking with objects up to 25 pounds; intermittent repetitive motion (such as tool use or repairs); occasional lifting, pushing, and/or pulling objects over 50 pounds; occasional sitting at a computer workstation for extended periods of time; and occasional risk of back injury from moving, lifting, or positioning equipment or materials.

Additional Job Descriptions

N/A

Our University Community

We value the well-being of each of our employees and are dedicated to creating a healthy place for everyone to work, learn and live. In the interest of maintaining a safe and healthy environment for our students, employees, patients and visitors, the University of Kentucky is a Tobacco & Drug Free campus.

The University follows both the federal and state Constitutions as well as all applicable federal and state laws on nondiscrimination. The University provides equal opportunities for qualified persons in all aspects of institutional operations and does not discriminate on the basis of race, color, national origin, ethnic origin, religion, creed, age, physical or mental disability, veteran status, uniformed service, political belief, sex, sexual orientation, gender identity, gender expression, pregnancy, marital status, genetic information or social or economic status.

Any candidate offered a position may be required to pass pre-employment screenings as mandated by University of Kentucky Human Resources. These screenings may include a national background check and/or drug screen.