IT Field Services Tech

Job Summary:The IT Field Service Techs (Tech) role is to perform onsite IT duties within the assigned ArchWell Health markets centers. The Tech may support up to five centers depending on the market. The Tech participates in day-to-day center operations and ensures that end users receive appropriate assistance. This includes the responsibility of Center equipment installation maintenance cable management and collaboration with the IT Corporate and Field Services team. The Tech will provide team-oriented first-class service and support for all colleagues and customers as required by the job. Their primary focus will be on on-site related IT needs tickets and requests issues and resolution triaging with an expectation for high collaboration including intra- and inter-departmental routing and liaising with our IT Service Desk partner for remote support requests or onsite support that the IT Service Desk partner is unable to & PlanningAssist colleagues with onsite needs involving IT medical and/or vendor equipmentAssist colleagues with creating following updating tracking IT service desk tickets and requests and resolving tickets for onsite support for other needsIdentify repeated issues a colleague or colleagues experience and escalate appropriately for discussion and resolutionWork through various center-level checklists daily weekly monthly annually to ensure proper operability of all IT systems that support the centers shared services including but not limited to server room condition equipment network equipment computers headsets peripherals printers phones and taking photographic evidence of status of IT equipmentProvide full-time on-site support during ArchWell Health operational hours (Monday through Friday 8am to 5pm local time) at times covering multiple centers in one and Customer ServiceParticipate in effective communication practices and techniques to assure customers are properly informed and receive timely and relevant communication from IT. This includes but is not limited to sending a weekly correspondence informing the market leadership of the weekly schedule and other noteworthy IT initiatives daily team huddles Team chats and update ongoing assessment of the customer satisfaction of market centers understand if users are frustrated with IT equipment or processes and escalate for discussion and quick reference guides usage guides and FAQ lists for end users in the assigned market. Collaborate create new quick reference guides and/or FAQ as required and keep documentation up to date for markets and internal IT IT Duties and ResponsibilitiesEngage and communicate daily with the center colleagues; become part of the team. At ArchWell Health IT is an extension of operations; bridge the gap and instill a sense of confidence team and camaraderie while completing tasks and helping to solve on tasks and needs while remaining friendly and furthering a positive culture and work environment not only with the remote teammates but the center and market colleagues as standard procedures workflows and knowledge; this means working through the documented needs of the center and communicating if changes are to ArchWell Health escalation process and quickly and professionally communicate any matters of escalation to IT manage any IT Operations tasks trackers or tickets you have created to ensure completion. Move the ball forward in all things related to completing IT needs within the assigned market. Regularly update and communicate with colleagues involved in tickets and hands-on fixes at the desktop level including installing and upgrading software installing hardware implementing file backups configuring headsets and configuring systems and applications within corporate with receiving shipments and in some cases shipping items utilizing ArchWell Healths FedEx account and local FedEx or shipping partner stores. Communication expectations and instructions will be provided in each compliance of the IT standards no one-off deviations at a center escalate unsanctioned IT equipment etc.; each center is designed with enterprise in mind and visiting one center should be like visiting all in pilot or other testing as required to support the business track statuses and communicate feedback and updates to the applicable IT troubleshooting as required and other reasonable task pertaining to information must possess reliable transportation and be able to drive from center to center as required by the to travel to satellite markets as required by the job up to 20% over an annual tasks and duties required by the Skills/Abilities:Valid drivers license and reliable access to a car with the ability to drive between centers in a market to verify WAN LAN and Internet to verify / trace cabling from endpoint device to wall / jack termination to switch port to punch to install Microsoft Teams and Microsoft Outlook to personal phone for company use and communication during business attention to to label and implement proper cable management techniques according to IT to inventory using asset tagging labeling and customer service orientation and team to effectively communicate with customers and leadership in both a non-technical and technical manner depending on the audiences understanding of the organizations goals values and written and oral communication interpersonal skills with a focus on listening and questioning to document and write with proper grammar and to absorb and retain information to effectively prioritize and execute tasks in a fast-paced and Experience:Associate or bachelors degree with two years of experience or four years of experience in related field or more years experience in health care experience with Service Now in IT best practices ITIL environment or current ITIL certification(s) collaborating with outsourced service desk and field services working in a team-oriented collaborative experience supporting Sales Force Genesys Teams and eClinicalWorks a ArchWell Health were creating a community of caring designed to help our members stay healthy and engaged. By focusing on a strong provider-patient relationship routine wellness and staying active our members enjoy a higher level of care and better quality of life after the age of 60. Everything we do is for seniors. We believe seniors should be heard listened to and given ample time by their physicians to live well later in value-based care model is designed to prevent illnesses while keeping members healthy and happy in every aspect of their life. We deliver best-in-class primary care at comfortable accessible neighborhood centers where older adults can feel at home and become part of a vibrant wellness-focused community. Were passionate about caring for older adults and united by the belief that caring has the power to change everything for our Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race color religion age sex sexual orientation gender identity national origin disability veteran status or any other protected classification.