IT On-Site Field Service Technician II

firstPRO US; Springfield (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Pixel Health in Springfield, MA is seeking an IT On-Site Field Services Technician II to provide hands-on hardware, software, and network support at customer sites. You will work primarily onsite, handle Tier II issues, and bring the helpdesk to the client’s door with a focus on outstanding service.

The role requires a friendly, customer-focused approach, high school diploma or equivalent, and 2+ years of field support experience; certifications such as CompTIA A+ are valued.

Qualifications

• High School Diploma or equivalent required; associate degree preferred.
• Minimum 2 years of field or support experience in a business environment.
• COVID-19 and influenza vaccination proof required.
• Must lift/move up to 50 lbs; valid driver’s license.

Responsibilities

• Handle escalations from Service Desk and Field Service staff.
• Onsite troubleshooting at client location and remote support as needed.
• Configure and deploy laptops, desktops, printers, monitors, phones, and peripherals.
• Manage asset inventory and document updates; participate in on-call rotation.
• Provide excellent customer service and clear communication with clients.

Skills

CompTIA A+

Office 365

Active Directory

Remote Support

TeamViewer

Printer support

Customer service

Windows

Macintosh

LAN/WAN basics

Education

High School Diploma or equivalent

Associate degree in CS or equivalent

Tools

ServiceNow

Jira

Remedy

AutoTask

Remote Support Tools (TeamViewer, Bomgar, Quick Assist)

Microsoft Teams / Zoom / WebEx

HP/Dell/Lenovo hardware

Job description

Pixel Health is bridging the gap between healthcare and technology. Every day we work closely with clinicians, their IT teams, and each other to improve the confidence of medical staff in the IT they use every day, enhance communications between IT departments and medical staff, determine gaps in IT systems and processes, manage IT workflow, and provide entire IT managed services including help desk, field services, cabling and engineering. We are determined to keep healthcare workers doing what they do best: patient care.

Employee Value Prop

This kind of work requires an employee who can tackle problems with creativity, holds themselves with integrity, and has a willingness to collaborate and learn. We value internal staff development to encourage our employees to grow as individuals within their roles and become valuable members of their teams. Our incredibly skilled and diverse team is here to support you as you grow in this role. We want to give you the tools to master new (or existing) skills and build meaningful relationships.

As a team member at Pixel Health, you can expect to have a direct impact on the way healthcare is delivered, it is no small feat, but it is important work that we believe in. Our experienced team relies on the support and innovative ideas you will bring with you to this role. IT doesn’t live in a bubble.

Title

IT On-Site Field Services Technician II

Location

Springfield, Massachusetts

Role Description

Our ideal candidate is to be a personable, respectful, happy, and customer-focused individual. They understand that our clients just want to be able to do their job. Technology should work for them, not the other way around.

Our IT On-Site Field Service Technicians are responsible for assigned shift converge, plus on call support and maintenance of computer hardware, software, printers, telephones, WIFI, networks and other miscellaneous equipment at a customer’s place of operation. You should be comfortable working predominantly onsite, sometimes remotely, and provide Tier II IT Technical support. You will bring the helpdesk to our client’s door while assisting and ensuring our clients receive the ultimate in customer service.

Qualifications and Skills

• We understand that each person is uniquely qualified for something out there, but we want to make sure that you’re uniquely qualified for this position.
• High School Diploma or equivalent required; associate degree in computer science or equivalent preferred
• Minimum 2 years supporting customers in a business environment.
• Proof of being fully vaccinated against COVID-19 and Influenza is required.
• Must be able to lift / move 50lbs.

Required Skills

• CompTIA A+ certification or 3-year equivalent hands-on computer experience
• Office 365 System Support
• Proficiency working in Active Directory
• Remote Support Tools (TeamViewer, Bomgar, Quick Assist)
• Experience with Collaboration Software (Microsoft Teams, Zoom, WebEx, etc)
• Familiarity with Windows and Macintosh Operating Systems
• Experience with PC imaging and configuration.
• Excellent interpersonal, verbal, and organizational skills
• Ability to adapt to changes in technology using analytical skills.
• Customer Service-focused
• Valid Driver’s license

Desired Skills

• Manage Service Provider (MSP) Experience
• IT Helpdesk, Service Desk or On-Call Center Support
• Experience with Ticketing Systems (ServiceNow, Jira, AutoTask, Remedy, etc)
• Familiarity with Clinical Applications (CensiTrack, SPM, etc)
• Microsoft Endpoint Management Tools (Software Center, MCCM, MECM, etc)
• Familiarity with HP, Dell, and Lenovo devices
• Mobile Device Management and Support
• Deployment of Hardware and Software
• Knowledge of Printer Repair and Maintenance
• Configuration and deployment of Wireless Access Points.
• Audio Visual Troubleshooting and Support
• Familiarity with Oracle Databases
• Analog, Fax and IP Phone Support
• IoT Device Support
• Low Voltage Wiring

Responsibilities

• Handle escalations from Service Desk and Field Service staff
• Participate in client and internal projects as needed.
• Onsite troubleshooting at client location
• Asset Inventory Tracking and Updating
• Participate in Primary and Backup On-Call rotation
• Daily Time tracking
• Support client-approved software
• Configure and deploy new laptops, desktops, printers, monitors, phones, and peripherals
• Adding and removing devices at the domain level
• Tracking Board Support
• Training and supporting new end-users.
• Review and resolve system performance issues.
• Diagnose and address internet connectivity slowness.
• Assist with password resets.
• Ticket management and updates
• Use of Knowledgebase and process documentation
• Root cause analysis and resolution assistance of recurring technical issues
• Respond knowledgeably & in a manner understandable to the customer with regards to questions or technical issues
• Ability to work well in a fast paced/multitasking environment and remain calm under pressure.
• Consistently look for initiative-taking opportunities.
• Additional tasks and duties as assigned by management.