IT Field Technician – Albuquerque Metro Area (On-Site)

Socket.dev; Albuquerque (NM); On-site; USD 42,000 - 56,000; Full time

Job summary

UnityBPO in Albuquerque is seeking a customer support technician to provide in-person IT support across the Albuquerque metro. You will troubleshoot PCs, assist clinicians, and maintain service quality while upholding confidentiality.

Responsibilities include solving software/hardware issues, using remote tools, documenting tickets, and meeting performance metrics in a fast-paced healthcare environment.

Qualifications

• High School diploma or GED equivalent.
• 1+ year experience supporting, troubleshooting, and repairing PCs.
• Working knowledge of PC hardware/software, Operating systems, Network settings and Microsoft Office applications.
• Have reliable transportation.
• Excellent verbal and written communication skills.
• Must be able to lift/transport moderately heavy objects, such as computers, and peripherals up to 50 lbs.
• Flexibility to occasionally work outside normal hours when needed.
• Ability to maintain strict confidentiality of patient, client, and company information.
• CompTIA A+ certification preferred.
• Experience in a healthcare environment preferred.
• Knowledge of medical terms advantageous.

Responsibilities

• Create an exceptional customer service experience through polished communication, patience and empathy.
• Troubleshoot in-depth PC hardware and software problems using documented processes and tools.
• Provide remote assistance to clinicians and caregivers and resolve inquiries effectively.
• Use knowledge base and remote tools to diagnose issues within target time limits.
• Meet or exceed performance metrics and adapt to changing environments.
• Document all required information into the ticketing system.
• Identify opportunities to improve processes and overall customer experience.
• Escalate unresolved tickets to the appropriate team to ensure resolution.

Skills

PC troubleshooting

Customer service

Verbal and written communication

Remote assistance tools

Problem solving

Education

High School diploma or GED

Tools

Microsoft Office

Windows 11

VPN

Active Directory

Job description

Description

Must be able to work in person at various locations in the Albuquerque Metro

Who We Are

At UnityBPO, we deliver advanced Healthcare IT services that support clinicians across the country. Our technology and service solutions help healthcare organizations reduce costs, increase efficiency, and give clinicians more time to focus on patient care.

Supporting over 70,000 clinicians nationwide, UnityBPO partners with healthcare providers across acute care, post-acute, and ambulatory environments. Our team combines technical expertise with a commitment to service excellence to transform how healthcare technology supports patient care.

At UnityBPO, our mission is simple: Transform healthcare delivery by creating a better life, every day.

KEY RESPONSIBILITIES AND DUTIES

• Create an exceptional customer service experience by bringing your polished communications, patience and empathy to the customer.
• Resolve in-depth technical P.C. software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures. (Microsoft Office, Win11 VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony etc.).
• Provide trouble shooting assistance to clinicians, doctors, nurses and other caregivers and ensure their inquiries are resolved effectively.
• Effectively use remote assistant tools, including knowledge base, to diagnose customer issues to resolved within target time limits
• Take pride and responsibility to meet or exceed targeted performance metrics and objectives.
• Change is consistent in our environment and your adaptability to these changes is critical to our success.
• Your ability to learn effectively and apply multiple types of training platforms including classroom, on the job, web based, and job shadowing is essential to perform as expected.
• Use your innovative analysis ability to contribute to ongoing process and procedure improvements to enhance the customer experience.
• Appropriately document all required information into the ticketing system.
• Proactively identify opportunities to improve the environment and culture.
• Effectively elevate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.

Requirements

MINIMUM REQUIREMENTS

• High School diploma or G.E.D equivalent.
• 1+ year experience supporting, troubleshooting, and repairing PCs.
• Working knowledge of, PC hardware and software, Operating systems, Network settings and Microsoft Office applications.
• Have reliable transportation.
• Excellent verbal and written communication skills.
• Must be able to lift/transport moderately heavy objects, such as computers, and peripherals up to 50 lbs.
• Flexibility to occasionally work outside normal hours when needed.
• Ability to maintain strict confidentiality of patient, client, and company information.

PREFERRED REQUIREMENTS

• CompTIA A+ certification
• Experience working in a healthcare environment
• Knowledge of medical-based terms and phrases are a definite advantage.

PERSONAL ATTRIBUTES:

• Integrity, accountability, and professionalism
• Strong teamwork and collaboration skills
• Excellent listening and problem-solving abilities
• Ability to work independently and proactively in a fast-paced environment
• Strong analytical skills and attention to detail
• Commitment to maintaining compliance and confidentiality standards

Why Join UnityBPO?
Your work directly supports healthcare providers and helps ensure clinicians can focus on what matters most — patient care.

Disclaimer

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status..