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ArchWell Health · 11 hours ago

IT Field Services Tech

Nashville, TN

Full-time

Onsite

Entry, Mid Level

2+ years exp

ArchWell Health is focused on providing exceptional care for seniors, and they are seeking an IT Field Services Tech to perform onsite IT duties across multiple centers. The role involves supporting IT operations, ensuring equipment functionality, and collaborating with the IT team to resolve technical issues.

Health Care

H1B Sponsor Likely

Responsibilities

Assist colleagues with onsite needs involving IT, medical, and/or vendor, equipment

Assist colleagues with creating, following, updating, tracking, IT service desk tickets and requests and resolving tickets for onsite support for other needs

Identify repeated issues a colleague, or colleagues, experience, and escalate appropriately for discussion and resolution

Work through various center-level checklists daily, weekly, monthly, annually to ensure proper operability of all IT systems that support the center’s 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 equipment

Provide 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 day

Participate 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 trackers

Perform ongoing assessment of the customer satisfaction of market centers, understand if users are frustrated with IT equipment or processes, and escalate for discussion and resolution

Disseminate 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 documentation

Engage 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 problems

Focus 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 well

Execute standard procedures, workflows, and knowledge; this means working through the documented needs of the center and communicating if changes are required

Adhere to ArchWell Health escalation process, and quickly and professionally communicate any matters of escalation to IT leadership

Actively 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 tasks

Perform 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 standards

Assist with receiving shipments and in some cases shipping items utilizing ArchWell Health’s FedEx account and local FedEx or shipping partner stores. Communication, expectations, and instructions will be provided in each case

Enforce 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 centers

Participate in pilot or other testing as required to support the business, track statuses, and communicate feedback and updates to the applicable IT members

Any troubleshooting as required, and other reasonable task pertaining to information technology

Candidate must possess reliable transportation and be able to drive from center to center as required by the job

Willingness to travel to satellite markets as required by the job, up to 20% over an annual cycle

Other tasks and duties required by the position

Qualification

WAN/LAN connectivityMicrosoft TeamsMicrosoft OutlookService NowITIL certificationCustomer service orientationInterpersonal skillsCommunication skillsAttention to detailTeam collaboration

Required

Valid drivers' license and reliable access to a car, with the ability to drive between centers in a market daily

Ability to verify WAN, LAN, and Internet connectivity

Ability to verify / trace cabling from endpoint device to wall / jack termination, to switch port, to punch block

Ability to install Microsoft Teams and Microsoft Outlook to personal phone for company use and communication during business hours. Excellent attention to detail

Ability to label and implement proper cable management techniques according to IT standards

Ability to inventory using asset tagging, labeling, and documentation

Exceptional customer service orientation and team mindset

Ability to effectively communicate with customers and leadership in both a non-technical and technical manner, depending on the audience's needs

Strong understanding of the organization's goals, values, and objectives

Exceptional written and oral communication skills

Exceptional interpersonal skills, with a focus on listening and questioning skills

Ability to document and write with proper grammar and spelling

Ability to absorb and retain information quickly

Ability to effectively prioritize and execute tasks in a fast-paced environment

Preferred

Associate or bachelor's degree with two years of experience, or four years of experience in related field, preferred

Two or more years' experience in health care, preferred

Demonstrated experience with Service Now, preferred

Experience in IT best practices, ITIL environment or current ITIL certification(s), preferred

Experience collaborating with outsourced service desk and field services vendors

Experience working in a team-oriented, collaborative environment

Previous experience supporting Sales Force, Genesys, Teams, and eClinicalWorks a plus

Company

ArchWell Health

ArchWell Health delivers healthcare at comfortable and accessible neighborhood clinics for seniors.

Founded in 2020

Nashville, Tennessee, USA

1001-5000 employees

https://archwellhealth.com

H1B Sponsorship

ArchWell Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (5)

2022 (2)