IT Field Services Technician

About the role

Ovation Healthcare has been improving local healthcare for over 40 years, strengthening independent community hospitals through support, guidance, and tech-enabled shared services. The IT Field Services Technician provides hands‑on technical support to an assigned hospital and its clinics, serving as the primary on‑site IT resource, managing ServiceNow tickets, conducting scheduled rounds, supporting daily operations, and assisting with IT projects and implementations.

Responsibilities

• On‑Site Technical Support: maintain a consistent on‑site presence five days per week, provide technical support to the hospital and associated clinics, serve as the primary Field Services IT resource, troubleshoot and resolve hardware, software, workstation, peripheral, and connectivity issues, deliver timely, professional, customer‑focused support, travel between facilities as needed.
• Incident and Service Request Management: work assigned ServiceNow tickets daily, ensure timely response, resolution, documentation, and closure; manage tickets for the hospital and affiliated clinics; maintain accurate ticket documentation; prioritize incidents by urgency and business impact; escalate when needed; maintain ownership through resolution or reassignment.
• On‑Site Rounding Program: adhere to the established rounding program and schedule; conduct routine visits throughout departments and clinical areas; proactively identify technology issues, equipment concerns, and potential service disruptions; engage staff to identify outstanding IT needs; document and communicate findings via ServiceNow.
• Project and Implementation Support: assist with IT projects, technology deployments, upgrades, and implementations; coordinate with project managers, IT leadership, and technical teams; perform installation, configuration, deployment, and validation activities; provide on‑site technical assistance during implementations; support project activities while maintaining daily operational responsibilities.
• On‑Call Support: participate in the Field Services on‑call rotation; provide after‑hours technical support as required; respond to escalated incidents per response expectations; maintain availability and communication during on‑call periods; follow escalation and incident‑management procedures.

Requirements

• Minimum of one year of previous IT technical support experience.
• Must reside within the Greensboro, North Carolina area or surrounding communities.
• Must have a reliable personal vehicle and the ability to travel between assigned facilities.
• Must be available to participate in an established on‑call rotation.
• Ability to work on‑site five days per week at an assigned primary location.
• Strong customer service and communication skills.
• Ability to troubleshoot technical issues independently and manage competing priorities.
• Ability to work effectively with clinical, administrative, and technical personnel.
• Ability to document work accurately within ServiceNow or similar ticketing systems.

Qualifications

• Previous IT support experience in a hospital or healthcare environment.
• Experience supporting Windows workstations, printers, scanners, peripherals, and common enterprise applications.
• Familiarity with ServiceNow or other IT Service Management (ITSM) platforms.
• Experience supporting multiple physical locations.
• Experience participating in technology deployments, refreshes, and IT implementations.

Benefits

• Comprehensive health and wellness benefits: medical, dental, vision, life insurance, short and long‑term disability coverage.
• HSA with employer contributions, flexible spending accounts for health care, and dependent care accounts.
• Wellness platform with premium incentives.
• Employee assistance support and additional voluntary supplemental plans including accident, critical illness, hospital indemnity, and child disability insurance.
• Robust and flexible paid time off offerings and company‑paid holidays.
• 401(k) plan with discretionary employer match opportunities.
• Professional development opportunities.
• Company‑issued equipment.

Pay

The base compensation range for this position is $49,338.72 – $69,074.21. Compensation may be hourly or salary depending on exempt status; beginning compensation is based on