IT Field Support Technician

About the Role

This position has the primary goal of enabling the delivery of high-quality service to end users and ensuring Service Support and Service Delivery processes are in place to meet the business needs of center operations. This role requires regular interaction with staff outside of the IT area, including physicians, clinical staff, management, and third-party teams and vendors.

Work processes are directed by the Manager, IT Field Operations.

Responsibilities

• Provide services and support for IT systems, including desktop hardware, software, and peripherals.
• Serve as a Subject Matter Expert for new center development, including independent research, problem-solving, and vendor management.
• Collaborate with vendors, third-party teams, and Solis leadership to troubleshoot and determine solutions.
• Coordinate the implementation and installation of all technology in centers.
• Manage the center service desk ticketing system, including running reports, making system configuration changes, and alerting management to trends.
• Perform field work, including repairs of desktop hardware and software.
• Work closely with project managers for the development of new centers and center projects.
• Handle tasks related to center-focused projects, including network, center implementation, and hardware refreshes.
• Provide after-hours and on-call coverage for center-focused projects as required.
• Consistently provide the highest quality patient care and an exceptional experience through knowledgeable, respectful, and engaged team members.

Requirements

• Minimum of 3 years of experience providing customer support in a technical environment.
• Minimum of 2 years of IT field experience.
• Applicable professional certifications highly desirable (A+, Net+, or Security+ preferred).
• Bachelor’s Degree in Information Systems, Engineering, or a related discipline is highly desirable.
• Demonstrable in-depth knowledge and understanding of desktop systems, software, and peripherals.
• Proven ability with third-party teams and vendor management to support on-time project delivery for centers.
• Demonstrable ability to effectively troubleshoot complex problems with minimal information.
• Demonstrable skills in utilizing Microsoft Office applications and the ability to train users effectively.
• Demonstrable skills with an MDM platform and mobile devices.
• Effective oral and written communication skills.
• Ability to effectively apply change management and project management skills.
• Experience with ticket management software is highly desirable.
• Experience utilizing Microsoft Office applications is required.
• Experience with Microsoft Active Directory is required.
• Current driver’s license valid in the state of residence or other evidence of equivalent mobility.

Skills

• Team player with the ability to bring new ideas to the team and share knowledge openly.
• Effective customer service skills.

Benefits

• Competitive benefits including Medical, Dental, and Vision coverage.
• 401k retirement plan.
• Paid Time Off (PTO) and Paid Holidays.
• Backup Child/Adult Care.
• Other unique benefits.

Schedule

Full Time, Hybrid (must reside in the Knoxville area).

Career Growth

Opportunities for advancement into roles such as Center Director, Operations Market Leader, Training and Development, Quality, Human Resources, and other leadership positions.