Field Technician

GoHealth Urgent Care•Hermitage, PA

71d•Hybrid

About The Position

The IT Field Technician is tasked to deliver exceptional customer service while being responsible for the implementation and support at each of the Company’s Urgent Care locations in assigned market(s) and assist other IT Field Services Technicians in other markets across the United States. This will include hardware and software troubleshooting, network and systems operations, and telecommunications. In addition to delivering IT Support services, technicians will be responsible for preparatory work and implementation of projects and new site rollouts including meeting vendors, completing site visits, installing equipment and testing/turn up through to first day support. The IT Field Technician will have a focus on agile and rapid deployment of projects. The role is expected to occasionally work outside of normal business hours, including nights and weekends and manage multiple competing tasks. Travel within the market will be required and occasional travel to other markets will be required based on business need.

Requirements

High School Diploma or equivalent
2+ years IT Field Service Technician experience
2+ years Customer Service experience
Ability to problem-solve, troubleshoot, test, and repair IT equipment, including but not limited to laptops, desktops (PCs/Apple) WiFi, switches, etc.
In depth knowledge and experience with server and desktop operating systems such as Windows Server 2016, Windows 7/10, and Mac OS
Thorough knowledge of network, host and application technologies, particularly in a healthcare environment.
Familiarity and experience with Healthcare regulatory compliance and reporting bodies (HIPAA, PCI, etc.)
Understanding of Information Technology Service Management (ITSM) concepts.
Proficiency in the Microsoft Office suite (Excel, Word, Outlook, Teams and PowerPoint)
Knowledge of hand tools and proper usage, including digital multimeters and network testers.
Familiarity with mobile tools, applications, and providing remote support.
Demonstrated ability to deliver complex IT projects on time.
Ability to adapt to a constantly changing environment; Manage a dynamic workload with competing priorities.
Proven work experience as an IT field service technician.
Ability to travel and work according to a changing schedule.
Excellent time management skills.
Exceptional customer service skills and ability to train users/customers as needed.
This role involves interaction and collaboration with other departments and requires excellent judgment and interpersonal skills.

Nice To Haves

Associate’s degree
CompTIA A+
CompTIA NET+
Familiarity and experience with Healthcare regulatory compliance and reporting bodies.
Familiarity with healthcare specific applications and healthcare working environment.

Responsibilities

Professionally represent IT to the market/joint venture partners, team members and leaders using a Single Point of Contact mindset.
Provide service and customer support via Phone, Chat, Email and In-Person field visits.
Troubleshoot technology problems reported by users.
Implement and support servers, VMs, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates and patches.
Build relationships and trust with peers, market leadership, leads, and Team Members.
Cooperate with technical teams and share information across the organization.
Assume responsibility for customer satisfaction, assuring excellent relationships and service.
Comprehend customer requirements and make appropriate recommendations/briefings.
Perform all on-site activities related to installation, repair, maintenance, and decommissioning.
Provide clear and effective written and verbal communication, with an emphasis on tracking and documenting details in applicable systems.