IT Engineer, Field Services

Pennant Services

5d • $60,000 - $70,000 • Hybrid

About The Position

We are seeking a skilled IT Engineer, Field Services to join our team. In this role, you will provide exceptional customer service and technical support to Cornerstone businesses, with a focus on caregivers and clinicians. This hybrid position combines remote and onsite support. You will also contribute to IT projects and assist in developing and maintaining technology infrastructure across Home Health and Hospice Offices within your region.

Requirements

• A passion for technology
• BS Degree in Computer Science or Information Systems, or equivalent experience
• 2+ Years of experience providing technical support.
• Experience with a ticketing system such as Zendesk
• An understanding of Wi-Fi and VoIP
• Excellent problem-solving skills
• Willingness to learn new tech and advance your career.
• Good verbal and written communication skills
• A strong work ethic, with a focus on delivering quality service and support.
• Travel across your region to work directly with agency leaders—building relationships, solving real challenges, and driving frontline impact that can’t happen from behind a desk.
• Ability to lift up to 50 lbs.
• Ability to climb ladders and work in elevated positions when required.

Responsibilities

• Serve as a dedicated resource to our Cornerstone business lines, executing infrastructure projects, performing site visits, managing acquisitions, and acting as an escalation point for Cornerstone-related issues.
• Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Assist in setting up and configuring network equipment, ensuring smooth and secure connectivity.
• Ensure communities have resilient network and internet access.
• Run cable through drop ceilings and add junction boxes when necessary.
• Effectively manage projects, ticket queues, and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).
• Proactively monitor and follow up on open projects and tickets, ensuring timely updates to customers and driving issues to resolution.
• Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests.
• Provide hands-on support and end-user training for mobile devices.
• Stay organized and maintain accurate documentation of projects and support cases, troubleshooting steps, and resolutions for future reference and knowledge sharing.
• Collaborate with cross-functional teams to implement and maintain IT projects like system upgrades, migrations, and new application deployments.
• Contribute to creating and maintaining knowledge base articles and support automation tools such as chatbots and predictive AI.
• Travel locally and out of state is required; driving more than 2 hours is expected.
• Financially responsible for IT/Travel Budgets.
• Other duties as assigned.

Benefits

• We are committed to providing a competitive Total Rewards Package that meets our employee’s needs. From a choice of medical, dental and vision plans to retirement savings opportunities through a 401(k), company match and various other features, we offer a comprehensive benefits package.
• We believe in great work and we celebrate our employees' efforts and accomplishments both locally and companywide, recognizing people daily through our Moments of Truth Program.
• In addition to recognition, we believe in supporting our employees' professional growth and development. We provide employees a wide range of free e-courses through our Learning Management System as well as training sessions and seminars.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level