IT Support

Falck is a is a global emergency medical services provider originating from Denmark that services 3 states in the US including: California, Colorado and Texas Falck has been operating in the US since 2010 and is one of the largest private provider of emergency medical services in the country today. Our BLS and ALS services impact not only the lives of our patients, but their families and communities.

Click on the below link for a short video about what it means to join Falck!
https://vimeo.com/705480748

Position Summary:

Falck, a global healthcare leader, is seeking a proficient and proactive IT professional to join our Digital Technology Infrastructure team. This crucial role involves providing infrastructure support both locally and remotely, as well as onsite. As a vital member of our team of approximately 140 colleagues across Europe, the US, and Latin America, you will spearhead the onsite IT support function, primarily based at our office in Aurora, CO.

This role may require travel to provide support, occasionally at short notice. A flexible approach is necessary for this role. The position supports the data and technology needs working directly with Falck and City staff. It also involves dispatching and receiving equipment to remote locations and providing support to end users via phone, teams or in person support.

Compensation: $20/Hr.

Responsibilities:

The successful candidate will manage IT hardware and software provisioned to all Falck employees, liaising with third-party vendors for support. They will also provide IT support to the business, EMT’s, and other vendors. The role involves hands-on support in coordination with third-party vendors and working with a ticketing system (ServiceNow).

Reporting to the US Infrastructure Lead, the candidate will be required to:
• Provide IT support on company-provisioned hardware and applications
• Manage workload within Service Now IT Service Desk and educate end-users on IT self-service tools
• Understand, follow, and promote IT processes and governance
• Manage hardware installations, patch updates, and system support
• Ability to work with 3rd party outsourced IT Team
• Fulfil onboarding and offboarding hardware requests
• Manage and Support Front Liner hardware for local and remote locations including but not limited to:
     o ePCR hardware (tablets, toughbooks)
     o Modem hardware (Cradlepoints)
     o Cell Phones (MDM managed)
• Maintain and provide education to Falck staff on IT-related matters
• Support Falck-provided IT equipment and vehicle-mounted technology
• Troubleshoot network issues between Service Desk and ISP
• Support local PBX and UCaaS services
• Troubleshoot and support Cell Phones and Tablet devices
• Provide 'hot hands' support/remote access to network engineers on network equipment
• Image company-provided PCs using Intune Autopilot and other imaging tools as needed
• Maintain and manage inventory of equipment
• Configure end-user equipment
• Manage and asset-track all IT equipment
• Troubleshoot hardware issues and repair on premise or warranty repair to supplier
• Maintain and support printer support, escalating to third-party where necessary
• Install and support meeting room and office equipment
• Support in physical move of equipment
• Manage cable infrastructure and patch panels
• Carry out IT audits at all locations
• Maintain accurate record of company-provided IT equipment, applications, and account licensing within CMDB
• Coordinate patching and other compliance with central functions
• May Perform other tasks as assigned to support Falck and the Local EMS Division

Skills, Qualifications, & Experience:
Essential

• Technical knowledge and experience supporting MS Products such as Windows 11, Windows 10, Office 365 packages, OneDrive, SharePoint, Teams, Copilot
• Strong knowledge of Laptop/Desktop PC hardware and mobile/office telephone
• 1st line support level network experience
• Good communication skills
• Ability to work and support end users remotely
• Ability to prioritize workload and pivot between projects based on severity
• Knowledge on best practices on information and Security protocols

Desirable
• Previous experience in hardware support/onsite role
• CompTIA Network+ qualified or equivalent experience
• CompTIA A+ qualified or equivalent experience
• Good hand with documentation and administration of processes and IT objects
• ITIL foundation qualification or experience of following ITIL practices
• Agile foundation qualification or experience of following Agile practices
• Experience with using Service Now tool
• Working with SCCM or Autopilot
• Experience with Intune
• New site setup and server cabinet/patch panel experience
• Knowledge of ambulance, dispatch, and billing operations

Working Conditions:

The working conditions described below are representative of those a team member encounters while performing the essential duties and responsibilities of this job. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential duties and responsibilities of this job.

• Small to medium office or shared workspace
• 12 Hour work week (2–6-hour shifts or 3- 4 hour shifts)
• Work varied shifts to include days, nights, weekends and holidays (as needed)
• No overtime is expected or guaranteed
• Moving in and out of Ambulances and navigating tight spaces

Physical Requirements:

The physical demands described below are representative of those that must be met by a team member to successfully perform the essential duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
• Ability to sit for long periods of time
• Ability to use a computer for long periods of time
• Ability to use hands to handle, control, or feel objects, tools, or controls.
• Ability to repeat the same movements for long periods of time
• Ability to push and lift to 25 lbs.

Falck is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, disability, sexual orientation, genetic information, veteran status or any other characteristic protected by state or federal law.

This job description is a summary of duties, it is by no means an all-inclusive list but is merely a broad guide of expected duties.