IT Engineer, Field Services

Deercreekseniorliving; Hartford (CT); Hybrid; USD 70,000 - 90,000; Full time

Job summary

The Pennant Group, Inc. is seeking an IT Engineer, Field Services to provide remote and on-site technical support for Cornerstone businesses, with a focus on caregivers and clinicians.

This hybrid role involves IT project participation and maintaining technology infrastructure across Home Health and Hospice offices in your region. Responsibilities include project execution, ticket management, knowledge sharing, and end-user training for mobile devices.

Qualifications

• A passion for technology.
• BS Degree in Computer Science or Information Systems, or equivalent experience.
• 2+ Years of experience providing technical support.
• Experience with a ticketing system such as Zendesk.
• An understanding of Wi-Fi and VoIP.
• Excellent problem-solving skills.
• Willingness to learn new tech and advance your career.
• Good verbal and written communication skills.
• 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.

Responsibilities

• Serve 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.
• 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.
• Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.

Skills

A passion for technology

Customer service

Technical problem-solving

Willingness to learn

Education

BS Degree in Computer Science or Information Systems

Tools

Zendesk

Wi-Fi

VoIP

Job description

## IT Engineer, Field ServicesApplylocations: Remote, Connecticuttime type: Full timeposted on: Posted Todayjob requisition id: JR63497**WHO WE ARE**At 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 SUMMARY** We 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 & RESPONSIBILITIES*** Serve 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 technology* BS Degree in Computer Science or Information Systems, or equivalent experience* 2+ Years of experience providing technical support.* Experience with a ticketing system such as Zendesk* An understanding of Wi-Fi and VoIP* Excellent problem-solving skills* Willingness to learn new tech and advance your career.* Good verbal and written communication skills* A 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 REQUIREMENTS*** Ability to lift up to 50 lbs.* Ability to climb ladders and work in elevated positions when required.**ADDITIONAL INFORMATION** Type: Full Time Location: Hybrid – located near Hartford, CT, required to go on-site to local and non-local locations Travel: 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.**Pennant Group** is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries. Affiliates of Pennant now operate more than 250 senior living, home health, hospice, and home care operations across 16 states and we are growing! These operations have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the “Service Center,” a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies. More information about Pennant is available at https://pennantgroup.com/.Something else that sets us apart from other companies is the quality of our most valuable resources – our people! We are dedicated to living out our culture as defined by our core values, **CAPLICO**:**C**ustomer Second **A**ccountability **P**assion for Learning **L**ove One Another **I**ntelligent Risk Taking **C**elebrate **O**wnershipBy incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters excellence both personally and professionally and promotes development that leads to continued success.We are an equal opportunity employer committed to ensuring that all conditions and privileges of employment, including recruitment, hiring, evaluation, transfer, promotion, discipline, determination of compensation and/or benefits, and termination of employment, for all job classifications, are based on qualifications and work record. No employment decision is made, nor do we discriminate, on the basis of race, color, religion, creed, sex/pregnancy, sexual orientation, gender identity, gender expression, age, national origin, ancestry, citizenship, veteran status, or disability.