Field Technician

gohealthuc; United States; 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 at Urgent Care locations in the Hermitage PA area. You will troubleshoot hardware and software, support servers and desktops, and participate in site rollouts, testing, and first-day support.

Expect travel within markets and occasional travel to other markets; some after-hours work may be required. Strong hardware knowledge and healthcare IT familiarity are preferred.

Qualifications

• High School Diploma or equivalent is required.
• 2+ years IT Field Service Technician experience.
• 2+ years Customer Service experience.

Responsibilities

• Professionally represent IT to the market and partners 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.
• Ensure customer satisfaction and excellent service.
• Assess customer requirements and provide recommendations.

Skills

Customer service

Troubleshooting

Communication

Time management

Interpersonal skills

Education

High School Diploma or equivalent

Tools

Windows Server 2016

Windows 7/10

Mac OS

VMs

Office Suite (Excel, Word, Outlook, Teams, PowerPoint)

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

GoHealth's Core Values, listed below, are essential functions of this position:

• 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