IT Field Support Specialist I
About The Position
The IT Field Support Specialist I provides advanced onsite technical support to healthcare teams at remote centers, ensuring IT needs are met. This role requires strong self-management skills, the ability to prioritize tasks, and decision-making autonomy. In addition to troubleshooting and resolving complex IT issues, the Field Support Specialist will act as the onsite representative for the networking and infrastructure teams, delivering hands-on support as needed. Building strong relationships with users and ensuring a positive IT service experience are key to the role. Regular daily travel to nearby centers is required.
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 Azure and Microsoft 365 Fundamentals - Required
- Strong troubleshooting and problem-solving skills, with the ability to resolve issues independently onsite.
- Excellent relationship-building skills, with the ability to communicate technical concepts clearly to non-technical users.
- Self-motivated with strong time management skills, capable of prioritizing tasks without direct supervision.
- Ability to manage daily travel to different centers while maintaining high-quality service delivery.
- Familiarity with security standards and the ability to adhere to confidentiality requirements.
- Proficiency with reporting tools and methods for keeping remote team members informed on local issues and resolutions.
Nice To Haves
- A+ - 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
- medical/dental/vision insurance
- short and long-term disability
- life insurance and AD&D
- supplemental life insurance
- flexible spending accounts
- 401(k) savings
- paid time off
- company-paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
