IT Engineer, Field Services

pennant; United States; Hybrid; USD 70,000 - 95,000; Full time

Job summary

The Pennant Group, Inc. is seeking an IT Engineer, Field Services to deliver exceptional technical support across Cornerstone businesses. This hybrid role combines remote and on-site work, with emphasis on caregivers and clinicians and regional travel.

You will manage tickets, lead IT projects, install and configure systems, and maintain documentation while collaborating with cross-functional teams. Hartford-area location preferred, with up to 50% travel.

Qualifications

• BS degree in Computer Science or Information Systems or equivalent experience.
• 2+ years in technical support.
• Experience with Zendesk ticketing system.
• Understanding of Wi‑Fi and VoIP.
• Strong problem-solving and communication skills.
• Willingness to travel regionally.
• Hybrid role with on-site visits near Hartford, CT.

Responsibilities

• Provide technical support and customer service to Cornerstone businesses.
• Lead field services projects and acquisitions as needed.
• Manage tickets and SLAs, prioritizing issues.
• Travel regionally, including out-of-state as required.
• Install, configure, and maintain computer systems and network equipment.
• Document projects and support cases for knowledge sharing.

Skills

Technical support

Customer service

Problem-solving

Communication skills

Willingness to learn

Education

BS in Computer Science or Information Systems

Tools

Zendesk

Wi‑Fi

VoIP

Job description

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.