IT Engineer, Field Services

About the role

We are seeking a skilled IT Engineer, Field Services to join our team. In this hybrid position, you will provide exceptional customer service and technical support to Cornerstone businesses, with a focus on caregivers and clinicians. You will contribute to IT projects and assist in developing and maintaining technology infrastructure across Home Health and Hospice offices within your region.

Responsibilities

• Serve as a dedicated resource to our Cornerstone business line, executing projects, managing acquisitions, and assisting as needed with special projects related to field services.
• Travel locally and out of state is required; driving more than 2 hours is expected.
• Effectively manage projects, ticket queues, and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).
• Proactively monitor and follow up on open projects and tickets, ensuring timely updates to customers and driving issues to resolution.
• Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests.
• Stay organized and maintain accurate documentation of projects and support cases, troubleshooting steps, and resolutions for future reference and knowledge sharing.
• Collaborate with cross-functional teams to implement and maintain IT projects like system upgrades, migrations, and new application deployments.
• Contribute to creating and maintaining knowledge base articles.
• Financially responsible for user’s own IT/Travel Budgets.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Assist in setting up and configuring network equipment, ensuring smooth and secure connectivity.
• Provide hands-on support and end-user training for mobile devices.
• Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.
• Other duties as assigned.

Requirements

• A passion for technology.
• BS Degree in Computer Science or Information Systems, or equivalent experience.
• 2+ years of experience providing technical support.
• Experience with a ticketing system such as Zendesk.
• An understanding of Wi-Fi and VoIP.
• Excellent problem-solving skills.
• Willingness to learn new tech and advance your career.
• Good verbal and written communication skills.
• A strong work ethic, with a focus on delivering quality service and support.
• Travel across your region to work directly with agency leaders—building relationships, solving real challenges, and driving frontline impact.

Physical Requirements

• Ability to lift up to 50 lbs.
• Ability to climb ladders and work in elevated positions when required.

Additional Information

Type: Full Time

Location: Hybrid – located near Hartford, CT, required to go on-site to local and non-local locations.

Travel: Up to 50% travel may be required at times.