IT Engineer, Field Services

Deercreekseniorliving; Bristol (CT); Hybrid; USD 65,000 - 90,000; Full time

Job summary

The Pennant Group, Inc. is seeking an IT Engineer, Field Services to deliver on-site and remote IT support for Cornerstone businesses. You will manage tickets, assist with projects, and help maintain IT infrastructure across home health and hospice offices in your region.

Ideal candidates have a BS in a technical field, 2+ years in technical support, strong communication skills, and willingness to travel across the region up to 50%. Hybrid work arrangement with travel required.

Qualifications

• Bachelor-level degree or equivalent experience in a technical field.
• At least 2+ years in technical support roles.
• Experience using Zendesk or similar ticketing systems.
• Strong problem-solving and communication skills.
• Willingness to travel regionally up to 50%.

Responsibilities

• Provide field-services IT support to Cornerstone businesses; hybrid remote/on-site duties.
• Travel locally and out-of-state as required; support regional offices.
• Manage tickets and projects within SLAs; update customers regularly.
• Document projects, solutions, and knowledge base articles for future use.
• Assist with IT projects, upgrades, migrations, and new deployments.

Skills

Customer service

Technical support

Verbal communication

Written communication

Problem solving

Travel readiness

Education

BS in Computer Science or Information Systems

Tools

Zendesk

Wi-Fi

VoIP

Job description

WHO WE AREAt Pennant, our culture is our competitive advantage. We are a collection of independent, locally led healthcare companies united by a shared purpose and the CAPLICO values—Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership. We believe great results come from empowered leaders, strong relationships, and people who take ownership of their work.JOB SUMMARYWe are seeking a skilled IT Engineer, Field Services to join our team. In this role, you will provide exceptional customer service and technical support to Cornerstone businesses, with a focus on caregivers and clinicians. This hybrid position combines remote and onsite support. You will also contribute to IT projects and assist in developing and maintaining technology infrastructure across Home Health and Hospice offices within your region.DUTIES & RESPONSIBILITIESServe as a dedicated resource to our Cornerstone business line, executing projects, managing acquisitions, and assisting as needed with special projects related to field services.Travel locally and out of state is required; driving more than 2 hours is expected.Effectively manage projects, ticket queues, and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).Proactively monitor and follow up on open projects and tickets, ensuring timely updates to customers and driving issues to resolution.Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests.Stay organized and maintain accurate documentation of projects and support cases, troubleshooting steps, and resolutions for future reference and knowledge sharing.Collaborate with cross-functional teams to implement and maintain IT projects like system upgrades, migrations, and new application deployments.Contribute to creating and maintaining knowledge base articles.Financially responsible for user’s own IT/Travel Budgets.Other duties as assigned.Acquisition Support:Install, configure, and maintain computer systems, software applications, and peripheral devices.Assist in setting up and configuring network equipment, ensuring smooth and secure connectivity.Provide hands-on support and end-user training for mobile devices.Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.JOB REQUIREMENTS (Education, Experience, Knowledge, Skills & Abilities)A passion for technologyBS Degree in Computer Science or Information Systems, or equivalent experience2+ Years of experience providing technical support.Experience with a ticketing system such as ZendeskAn understanding of Wi-Fi and VoIPExcellent problem-solving skillsWillingness to learn new tech and advance your career.Good verbal and written communication skillsA strong work ethic, with a focus on delivering quality service and support.Travel across your region to work directly with agency leaders—building relationships, solving real challenges, and driving frontline impact that can’t happen from behind a desk.PHYSICAL REQUIREMENTSAbility to lift up to 50 lbs.Ability to climb ladders and work in elevated positions when required.ADDITIONAL INFORMATIONType: Full TimeLocation: Hybrid – located near Hartford, CT, required to go on-site to local and non-local locationsTravel: Up to 50% travel may be required at times.The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.