IT Field Support Specialist I

InnovAge • Sacramento, CA

433d • $69,680 - $73,840

About The Position

The IT Field Support Specialist I provides advanced onsite technical support to healthcare teams at remote centers, ensuring that IT needs are met effectively. This role requires strong self-management skills, the ability to prioritize tasks, and decision-making autonomy. The specialist will troubleshoot and resolve complex IT issues while acting as the onsite representative for networking and infrastructure teams, delivering hands-on support as needed. Building strong relationships with users and ensuring a positive IT service experience are key aspects of this role, which involves regular daily travel to nearby centers.

Requirements

• Bachelor's degree in computer science or other related field or a combination of education and experience.
• Minimum of 2 years of experience in IT support, preferably in a field or onsite support role.
• Hands-on experience with ticketing platforms and providing in-person technical support.
• Strong understanding of ITIL principles and best practices.
• Experience providing end-user support and resolving IT-related issues independently.
• Experience working with remote teams and acting as remote hands for networking and infrastructure teams is highly desirable.
• Microsoft Certified: Azure fundamentals is required.

Nice To Haves

• A+ certification preferred.
• ITIL v4 foundations certification preferred.
• Microsoft Associate Level Certification preferred.
• Relevant certifications in scripting and automation technologies (e.g., JavaScript, PowerShell) preferred.

Responsibilities

• Provide onsite technical support, troubleshooting, and resolving complex issues for healthcare teams at remote centers.
• Serve as the local IT point of contact for the center, managing tasks independently.
• Build strong, positive relationships with onsite staff to ensure IT needs are understood and addressed effectively.
• Collaborate with remote IT teams, acting as onsite hands for networking and infrastructure tasks as needed.
• Prioritize tasks and manage workloads to meet the unique demands of each center.
• Communicate technical concepts clearly to non-technical users and escalate critical issues to the appropriate remote teams.
• Use technical tools and systems to track, resolve, and report on IT issues to the broader IT team.
• Ensure timely reporting and collaboration with remote team members, providing updates on critical issues and resolutions.
• Document and update knowledge base articles and technical support procedures.
• Identify opportunities for process improvements at the centers and provide feedback to improve service delivery.
• Travel daily to different centers within the region, providing consistent onsite support.
• Maintain professionalism and adhere to security, confidentiality, and company standards in all interactions.

Benefits

• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Paid time off
• Vision insurance
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: Bachelor's degree