Field IT Support Specialist

The IT Field Technician serves as the hands-on, on-the-ground IT presence across multiple healthcare facilities, ensuring reliable operation of end-user devices, network infrastructure, audiovisual systems, and clinical technology. This role operates as the physical extension of a remote IT team that provides helpdesk support, cloud administration, and IT project oversight. The field technician is responsible for all work that requires a physical presence — hardware deployment, cabling, rack work, and face-to-face end-user support — while collaborating daily with remote colleagues who handle escalations, cloud platform management, and project coordination. The ideal candidate is self-directed, communicates proactively with distributed teammates, and thrives working independently in a regulated healthcare environment.

Duties and Responsibilities: 

Desktop & End-User Support: 

• Provide Tier 1/Tier 2 troubleshooting for desktops, laptops, thin clients, printers, and peripherals across all assigned sites
• Image, configure, and deploy workstations using standardized builds (SCCM, Intune, or equivalent MDM tooling)
• Perform hardware break/fix including component swaps, warranty coordination, and parts ordering
• Support clinical applications and EHR workstations in coordination with application teams
• Respond to and resolve service desk tickets within SLA targets; escalate appropriately when needed

Network Infrastructure: 

• Install, terminate, and test Cat5e/Cat6 structured cabling; patch and label per standards
• Mount, configure, and troubleshoot wireless access points, network switches, and patch panels
• Perform basic switch port configuration (VLAN assignment, PoE verification) under direction of network engineering
• Maintain IDF/MDF cleanliness, cable management, and documentation
• Assist with network moves, adds, and changes (MACs) during facility expansions or renovations

AV & Conference Room Technology: 

• Install and support conference room AV systems including displays, cameras, microphones, and digital signage
• Troubleshoot video conferencing platforms (Teams, Zoom) and room booking panels
• Perform routine preventive maintenance on AV equipment; coordinate vendor repair when needed
• Support executive meeting room setups and live event technical requirements

Asset Lifecycle Management: 

• Track all IT assets from procurement through decommission using the organization’s ITAM system
• Receive, inventory, and stage new equipment; apply asset tags and update records
• Execute hardware refresh projects per the approved lifecycle schedule
• Perform secure data sanitization and coordinate e-waste disposal in compliance with HIPAA and environmental regulations
• Maintain accurate records of spares, loaners, and depot stock at each site

Compliance & Documentation: 

• Adhere to HIPAA Security Rule requirements in all technical work; safeguard PHI on devices and during transport
• Document all work performed in the ITSM ticketing system with clear, professional notes
• Maintain site-specific runbooks, network diagrams, and equipment inventories
• Participate in IT audit preparation and evidence gathering as directed

Remote Team Collaboration: 

• Serve as the on-site hands and eyes for the remote IT team; execute physical tasks directed by cloud administrators and project managers
• Communicate site conditions, progress, and blockers in real time via Teams, Slack, or the organization’s designated collaboration platform
• Participate in daily standups and weekly planning sessions with the remote team to align on priorities and project timelines
• Coordinate with remote helpdesk staff on escalated tickets that require physical intervention (hardware swaps, cable traces, site inspections)
• Provide site-level context and photos/documentation to support remote cloud and infrastructure decision-making
• Flag on-the-ground risks, facility changes, or environmental issues that the remote team cannot observe directly

Qualifications: 

• High school diploma or equivalent required; Associate’s degree in IT or related field preferred
• 0–2 years of hands-on IT support experience (internships, help desk, or field tech roles count) is required 
• Working knowledge of Windows 10/11, Active Directory, basic networking (TCP/IP, DNS, DHCP) is required
• Familiarity with hardware troubleshooting for desktops, laptops, printers, and mobile devices is required 
• Valid driver’s license, reliable personal vehicle, and proof of insurance (mileage reimbursed per policy) is required 
• Ability to lift up to 50 lbs. and work in server rooms, ceiling spaces, and under desks is required 
• Strong written and verbal communication skills; ability to explain technical issues to non-technical staff is required 
• Comfortable working autonomously on-site while coordinating with a remote team via chat, video, and ticketing tools is required 

Preferred skills: 

• CompTIA A+, Network+, or equivalent industry certification
• Experience in a healthcare or HIPAA-regulated environment
• Exposure to endpoint management platforms (SCCM, Intune, JAMF)
• Basic familiarity with structured cabling, IDF/MDF environments, and rack-mount hardware
• Experience with ITSM platforms (ServiceNow, Jira Service Management, or similar)

Why You'll Love Working Here – Our Amazing Benefits: 

Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance. FREE or low-cost employee-only healthcare coverage option is also available. 

Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family. 

Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most. 

Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose! 

Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years. 

Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being. 

Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck. 

Rewards for Connections: Earn extra money with our Employee Referral Program—your network is invaluable! 

Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development. 

Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness. 

Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them. 

Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.