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

UNITY BPO; Albuquerque (NM); On-site; USD 33,000 - 42,000; Full time

Job summary

UnityBPO is seeking an in-person Help Desk/Support Technician to assist clinicians across locations in the Albuquerque metro. You will troubleshoot PC hardware/software, support Windows environments, and provide patient-focused service while maintaining confidentiality.

Minimum 1+ year experience, strong communication, and the ability to lift up to 50 lbs are required. Healthcare exposure and CompTIA A+ are preferred. Flexible hours may be needed to meet patient care demands.

Qualifications

• 1+ year PC support and repair experience.
• Knowledge of PC hardware, software, OS, networks, MS Office.
• Reliable transportation.
• Excellent verbal and written communication skills.
• Ability to lift/transport up to 50 lbs.
• Flexibility to work outside normal hours when needed.
• Commitment to confidentiality of patient, client and company information.

Responsibilities

• Create an exceptional customer service experience with polished communications, patience and empathy.
• Troubleshoot PC hardware and software problems using documented processes (Microsoft Office, Win11 VPN, Active Directory, etc.).
• Provide troubleshooting to clinicians, doctors, nurses and other caregivers and resolve inquiries effectively.
• Use remote tools and knowledge base to diagnose and resolve issues within target times.
• Meet or exceed targeted performance metrics and adapt to changes in the environment.
• Learn via classroom, on-the-job, web-based and shadowing training platforms.
• Document information into the ticketing system promptly.
• Identify opportunities to improve the environment and culture.
• Escalate unresolved tickets to the appropriate team for timely resolution.

Skills

PC troubleshooting

Hardware knowledge

Customer service

Communication skills

Windows OS

Education

High School diploma or GED

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 escape 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:

We are looking for someone who demonstrates:

• 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..