Field Technician

Access Clinical Partners, LLC; Hermitage (Mercer County); On-site; USD 52,000 - 78,000; Full time

Job summary

GoHealth is seeking an IT Field Technician to deliver exceptional customer service while supporting and deploying IT systems at multiple Urgent Care locations in the Hermitage, PA area.

The role involves hardware/software troubleshooting, network and systems operations, and project rollout support, with travel across markets as needed. Flexibility to work nights/weekends is required.

Qualifications

• Education: High School Diploma or equivalent required.
• 2+ years IT Field Service Technician experience.
• 2+ years Customer Service experience.
• Preferred: Associate’s degree.
• CompTIA A+ certification.
• CompTIA NET+ certification.
• Familiarity with healthcare regulatory compliance (HIPAA, PCI).
• Familiarity with healthcare applications and environment.

Responsibilities

• Represent IT professionally to market partners and teams.
• Provide field service via on-site visits, phone, chat, and email.
• Troubleshoot technology problems reported by users.
• Install and support servers, VMs, desktops, printers, routers, switches, and security patches.
• Coordinate with technical teams and share information across the organization.
• Document details in applicable systems and maintain service quality.

Skills

IT field service

Customer service

Troubleshooting

Time management

Adaptability

Education

High School Diploma or equivalent

Associate’s degree

Tools

CompTIA A+

CompTIA NET+

Job description

You’re more valuable than ever – And that’s just how we’ll make you feel.

Job Summary

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. Job Location: Hermitage PA area. The role requires travel between multiple locations in the Hermitage PA area.

Qualifications

• Education Required: High School Diploma or equivalent
• Licenses/Certifications Required: None
• Work Experience Required: 2+ years IT Field Service Technician experience
• 2+ years Customer Service experience
• Preferred Qualifications, Education, Licenses, Certifications, Experience, etc.: 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.

Knowledge, Skills, and Abilities

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.

Essential Duties and 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.

GoHealth Core Values

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency through process and other forms of innovation.
• Diversity & Inclusion: Fosters diversity and inclusion, to be able to better understand team members, our customers and partners. Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.
• Courage & Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.
• Accountability: Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities.

Physical Requirements

• Office Environment: Tasks may be conducted within a climate-controlled office setting.
• Physical Activity: The role may require the ability to lift, carry, push, or pull materials, supplies, and equipment (up to 50+ lbs.) Duties typically involve a combination of sitting, standing, and walking, with frequent changes in position.
• Travel: Travel may be required, including travel between Company locations and out-of-town destinations as needed (up to 75%).
• Safety Equipment: May require the use of safety equipment for infection prevention.

When our customers enter our award-winning centers, they find a welcoming and comfortable environment, state-of-the-art technology and caring team members that help start the healing process immediately. We offer effortless on-demand care, 365 days a year in over 250+ centers nationwide. We partner with prominent and progressive health systems to support our communities across the entire continuum of care. These are the unparalleled experiences we strive for and how our team goes above and beyond for you.

Equal Employment Opportunity Statement

The Company and its affiliates, joint venture partners and entities under common management are Equal Opportunity Employers. They do not discriminate based on race, color, religion, national origin, age, sex, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status.

For applicants in California, please review our California Consumer Privacy Statement here. https://www.gohealthuc.com/privacy-policy

ADA Accommodation Statement

Reasonable accommodations are available for qualified individuals with disabilities upon request.

Compliance Statement

This job will be performed consistent with ADA, FMLA, FLSA, and other applicable federal, state, and local laws regulating employment.