IT Field Services Tech

Position Overview

The IT Field Service Tech’s (“Tech”) role at ArchWell Health is to perform onsite IT duties across assigned market centers. The Tech supports up to five centers by managing equipment installation, maintenance, cable management, and collaborating with both IT Corporate and Field Services teams. They provide team-oriented, first-class service and support, ensuring end users receive appropriate assistance and that IT tickets, requests, issues, and escalations are handled efficiently.

Key Responsibilities

• Assist colleagues with onsite IT, medical, and vendor equipment needs and support ticket creation, tracking, and resolution.
• Identify recurring issues and escalate for discussion and resolution.
• Conduct daily to periodic center-level checklists (daily, weekly, monthly, annually) to ensure proper operability of IT systems including server rooms, network equipment, computers, and peripherals.
• Provide full-time on-site support during operational hours (Monday through Friday, 8am to 5pm local time), often covering multiple centers.
• Participate in effective communication practices, including sending weekly updates to market leadership, daily team huddles, and maintaining updated trackers and guides for end users.
• Engage actively with center colleagues to build rapport, execute standard procedures, and ensure fast escalation of IT issues.
• Perform hands-on IT fixes including software installations/upgrades, hardware setups, configuration of systems and applications, and maintaining proper cable management.
• Assist with receiving and shipping items as needed, ensuring compliance with IT standards and protocols.
• Manage IT operations tasks, trackers, and tickets to ensure prompt completion of IT needs within the market.
• Maintain reliable and professional communication with IT leadership and partners, including adherence to the escalation process.
• Travel Requirement: Possess reliable transportation and be willing to travel between centers and to satellite markets (up to 20% annually).

Required Qualifications

• Valid driver’s license and reliable access to a car for daily center-to-center travel.
• Ability to verify WAN, LAN, and Internet connectivity and trace cabling from endpoint to network termination.
• Skill in installing Microsoft Teams and Microsoft Outlook on personal devices for business communication.
• Excellent attention to detail with strong labeling, cable management, and inventory documentation skills.
• Exceptional customer service orientation, interpersonal, and communication skills (both technical and non-technical).
• Ability to absorb, retain, and accurately document information, prioritizing tasks in a fast-paced environment.

Preferred Qualifications

• Associate or bachelor's degree with two years of relevant experience, or four years’ experience in a related field.
• Two or more years of experience in health care.
• Demonstrated experience with Service Now and knowledge of IT best practices, preferably in an ITIL environment or with current ITIL certification(s).
• Experience collaborating with outsourced service desk and field services vendors and supporting systems such as Sales Force, Genesys, Teams, and eClinicalWorks.