Field IT Support Specialist

Inception Family Career•Atlanta, GA

1d•Onsite

About The Position

The IT Field Technician serves as the hands-on, on-the-ground IT presence across multiple healthcare facilities, ensuring reliable operation of end-user devices, network infrastructure, audiovisual systems, and clinical technology. This role operates as the physical extension of a remote IT team that provides helpdesk support, cloud administration, and IT project oversight. The field technician is responsible for all work that requires a physical presence — hardware deployment, cabling, rack work, and face-to-face end-user support — while collaborating daily with remote colleagues who handle escalations, cloud platform management, and project coordination. The ideal candidate is self-directed, communicates proactively with distributed teammates, and thrives working independently in a regulated healthcare environment. Duties and Responsibilities: Desktop & End-User Support: Provide Tier 1/Tier 2 troubleshooting for desktops, laptops, thin clients, printers, and peripherals across all assigned sites Image, configure, and deploy workstations using standardized builds (SCCM, Intune, or equivalent MDM tooling) Perform hardware break/fix including component swaps, warranty coordination, and parts ordering Support clinical applications and EHR workstations in coordination with application teams Respond to and resolve service desk tickets within SLA targets; escalate appropriately when needed Network Infrastructure: Install, terminate, and test Cat5e/Cat6 structured cabling; patch and label per standards Mount, configure, and troubleshoot wireless access points, network switches, and patch panels Perform basic switch port configuration (VLAN assignment, PoE verification) under direction of network engineering Maintain IDF/MDF cleanliness, cable management, and documentation Assist with network moves, adds, and changes (MACs) during facility expansions or renovations AV & Conference Room Technology: Install and support conference room AV systems including displays, cameras, microphones, and digital signage Troubleshoot video conferencing platforms (Teams, Zoom) and room booking panels Perform routine preventive maintenance on AV equipment; coordinate vendor repair when needed Support executive meeting room setups and live event technical requirements Asset Lifecycle Management: Track all IT assets from procurement through decommission using the organization’s ITAM system Receive, inventory, and stage new equipment; apply asset tags and update records Execute hardware refresh projects per the approved lifecycle schedule Perform secure data sanitization and coordinate e-waste disposal in compliance with HIPAA and environmental regulations Maintain accurate records of spares, loaners, and depot stock at each site Compliance & Documentation: Adhere to HIPAA Security Rule requirements in all technical work; safeguard PHI on devices and during transport Document all work performed in the ITSM ticketing system with clear, professional notes Maintain site-specific runbooks, network diagrams, and equipment inventories Participate in IT audit preparation and evidence gathering as directed Remote Team Collaboration: Serve as the on-site hands and eyes for the remote IT team; execute physical tasks directed by cloud administrators and project managers Communicate site conditions, progress, and blockers in real time via Teams, Slack, or the organization’s designated collaboration platform Participate in daily standups and weekly planning sessions with the remote team to align on priorities and project timelines Coordinate with remote helpdesk staff on escalated tickets that require physical intervention (hardware swaps, cable traces, site inspections) Provide site-level context and photos/documentation to support remote cloud and infrastructure decision-making Flag on-the-ground risks, facility changes, or environmental issues that the remote team cannot observe directly

Requirements

High school diploma or equivalent required; Associate’s degree in IT or related field preferred
0–2 years of hands-on IT support experience (internships, help desk, or field tech roles count) is required
Working knowledge of Windows 10/11, Active Directory, basic networking (TCP/IP, DNS, DHCP) is required
Familiarity with hardware troubleshooting for desktops, laptops, printers, and mobile devices is required
Valid driver’s license, reliable personal vehicle, and proof of insurance (mileage reimbursed per policy) is required
Ability to lift up to 50 lbs. and work in server rooms, ceiling spaces, and under desks is required
Strong written and verbal communication skills; ability to explain technical issues to non-technical staff is required
Comfortable working autonomously on-site while coordinating with a remote team via chat, video, and ticketing tools is required

Nice To Haves

CompTIA A+, Network+, or equivalent industry certification
Experience in a healthcare or HIPAA-regulated environment
Exposure to endpoint management platforms (SCCM, Intune, JAMF)
Basic familiarity with structured cabling, IDF/MDF environments, and rack-mount hardware
Experience with ITSM platforms (ServiceNow, Jira Service Management, or similar)

Responsibilities

Provide Tier 1/Tier 2 troubleshooting for desktops, laptops, thin clients, printers, and peripherals across all assigned sites
Image, configure, and deploy workstations using standardized builds (SCCM, Intune, or equivalent MDM tooling)
Perform hardware break/fix including component swaps, warranty coordination, and parts ordering
Support clinical applications and EHR workstations in coordination with application teams
Respond to and resolve service desk tickets within SLA targets; escalate appropriately when needed
Install, terminate, and test Cat5e/Cat6 structured cabling; patch and label per standards
Mount, configure, and troubleshoot wireless access points, network switches, and patch panels
Perform basic switch port configuration (VLAN assignment, PoE verification) under direction of network engineering
Maintain IDF/MDF cleanliness, cable management, and documentation
Assist with network moves, adds, and changes (MACs) during facility expansions or renovations
Install and support conference room AV systems including displays, cameras, microphones, and digital signage
Troubleshoot video conferencing platforms (Teams, Zoom) and room booking panels
Perform routine preventive maintenance on AV equipment; coordinate vendor repair when needed
Support executive meeting room setups and live event technical requirements
Track all IT assets from procurement through decommission using the organization’s ITAM system
Receive, inventory, and stage new equipment; apply asset tags and update records
Execute hardware refresh projects per the approved lifecycle schedule
Perform secure data sanitization and coordinate e-waste disposal in compliance with HIPAA and environmental regulations
Maintain accurate records of spares, loaners, and depot stock at each site
Adhere to HIPAA Security Rule requirements in all technical work; safeguard PHI on devices and during transport
Document all work performed in the ITSM ticketing system with clear, professional notes
Maintain site-specific runbooks, network diagrams, and equipment inventories
Participate in IT audit preparation and evidence gathering as directed
Serve as the on-site hands and eyes for the remote IT team; execute physical tasks directed by cloud administrators and project managers
Communicate site conditions, progress, and blockers in real time via Teams, Slack, or the organization’s designated collaboration platform
Participate in daily standups and weekly planning sessions with the remote team to align on priorities and project timelines
Coordinate with remote helpdesk staff on escalated tickets that require physical intervention (hardware swaps, cable traces, site inspections)
Provide site-level context and photos/documentation to support remote cloud and infrastructure decision-making
Flag on-the-ground risks, facility changes, or environmental issues that the remote team cannot observe directly

Benefits

Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance. FREE or low-cost employee-only healthcare coverage option is also available.
Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.
Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.
Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!
Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.
Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.
Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.
Rewards for Connections: Earn extra money with our Employee Referral Program —your network is invaluable!
Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.
Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness.
Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them.
Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.