IT Field Technician – Albuquerque Metro Area (On-Site)

Unity Bpo•Albuquerque, NM

2d•Onsite

About The Position

UnityBPO is hiring an IT Field Technician to provide in-person technical support at various locations in the Albuquerque Metro Area. UnityBPO delivers healthcare IT services to organizations in acute care, post-acute, and ambulatory environments, supporting clinicians nationwide. This role helps clinicians and other caregivers resolve technology issues so they can focus on patient care. The technician provides customer-focused troubleshooting and repair for PC hardware and software, operating systems, network settings, Microsoft Office, VPN, Active Directory, customer-specific applications, laptops, desktops, printers, and VOIP telephony. The role uses remote-assistance tools and documented procedures to diagnose and resolve issues, records required information in a ticketing system, and escalates unresolved tickets to the appropriate team. The technician is expected to meet performance objectives, adapt to ongoing changes and training, contribute to process improvements, and maintain confidentiality of patient, client, and company information. The position requires in-person work at various locations in the Albuquerque Metro Area and flexibility to occasionally work outside normal hours when needed.

Requirements

High school diploma or GED equivalent.
At least 1 year of experience supporting, troubleshooting, and repairing PCs.
Working knowledge of PC hardware and software, operating systems, network settings, and Microsoft Office applications.
Reliable transportation.
Excellent verbal and written communication skills.
Ability to lift or transport objects such as computers and peripherals weighing up to 50 pounds.
Flexibility to occasionally work outside normal hours when needed.
Ability to maintain strict confidentiality of patient, client, and company information.
Integrity, accountability, and professionalism.
Strong teamwork and collaboration skills.
Excellent listening and problem-solving abilities.
Ability to work independently and proactively in a fast-paced environment.
Strong analytical skills and attention to detail.
Commitment to maintaining compliance and confidentiality standards.

Nice To Haves

CompTIA A+ certification.
Experience working in a healthcare environment.
Knowledge of medical-based terms and phrases.

Responsibilities

Create an exceptional customer service experience through polished communication, patience, and empathy.
Resolve in-depth PC software and hardware problems using logical problem-solving skills and documented processes and procedures.
Provide troubleshooting assistance to clinicians, doctors, nurses, and other caregivers, and ensure inquiries are resolved effectively.
Use remote-assistance tools, including the knowledge base, to diagnose customer issues and resolve them within target time limits.
Meet or exceed targeted performance metrics and objectives.
Adapt to changes and learn through classroom, on-the-job, web-based, and job-shadowing training.
Contribute to process and procedure improvements to enhance the customer experience.
Document all required information in the ticketing system.
Proactively identify opportunities to improve the environment and culture.
Escalate unresolved tickets to the appropriate team to ensure customer issues are resolved.
Maintain strict confidentiality of patient, client, and company information.