Field Support Technician

Cynet Systems•Wilmington, NC

2d•Onsite

About The Position

This role involves delivering hands-on, onsite technical support within healthcare facilities to ensure device reliability and end-user productivity. The technician will provide a physical presence and smart hands capabilities in environments where uptime and accuracy are critical. This position acts as the primary onsite technical resolver for incidents escalated by the Service Desk, providing in-person support for clinicians, nurses, researchers, and corporate staff. Responsibilities include resolving hardware, OS, and peripheral issues, performing IMAC lifecycle activities, configuring devices according to standards, and supporting various IT equipment. The role also requires adherence to hospital protocols, accurate ticket updates, asset management, proactive site maintenance, and travel within a defined service region.

Requirements

Minimum 4+ years of experience in Deskside IT Support, Field Support, or Onsite IT Operations.
Strong hands on experience with Windows desktops and laptops.
Experience with common peripherals and printers.
Knowledge of basic networking concepts.
Experience with remote support coordination tools.
Familiarity with ITSM tools, preferably ServiceNow.
High attention to detail and documentation discipline.
Ability to work independently onsite with accountability.
Strong verbal and written communication skills.
Excellent communication and presentation skills.
Ability to communicate effectively with stakeholders.
Ability to function under pressure in clinical environments.
Strong sense of ownership and reliability.
Willingness to travel within assigned field region.
Flexibility for after hours or emergency support when required.
Adherence to organizational security and safety policies.
Ability to lift and move IT equipment safely.
Ability to perform physical inspections of hardware.
Ability to perform cable tracing and patching.

Nice To Haves

Experience supporting enterprise or healthcare environments preferred.

Responsibilities

Deliver hands on, onsite-technical support within healthcare facilities to ensure device-reliability and end user productivity.
Provide physical presence and smart hands capabilities for environments where uptime and accuracy impact operations.
Act as the primary onsite technical resolver for incidents escalated by the Service Desk.
Provide in person support for clinicians, nurses, researchers, and corporate staff.
Resolve hardware, OS, and peripheral issues including laptop and desktop failures, boot, driver, and performance issues.
Perform full IMAC lifecycle activities including new device deployments, refreshes, user onboarding, and physical moves.
Configure devices as per standards, images, and security baselines.
Validate post deployment functionality before handover to the user.
Provide hands on support for monitors, printers, docking stations, and accessories.
Replace faulty components and coordinate warranty or vendor repairs.
Execute smart hands tasks in data closets including cable tracing, patching, and power cycling of devices.
Follow hospital and clinic access protocols and infection control zones at all times.
Accurately update ServiceNow tickets with actions performed, parts replaced, and user confirmations.
Maintain accurate asset records including device assignment, location changes, and serial numbers.
Perform regular site walk throughs to proactively identify device issues and validate workstation standards.
Travel within assigned 30 mile radius to provide field support.
Maintain clean, secure, and organized work practices.