IT - IT Field Services Tech

Job Summary:

The IT Field Service Tech's ("Tech") role is to perform onsite IT duties within the assigned ArchWell Health market's 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 resolve.

Duties/Responsibilities:

Strategy & Planning

• 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.

Communication and Customer Service

• 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.

Onsite IT Duties and Responsibilities

• 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.

Required Skills/Abilities:

• 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.

Education and Experience:

• 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.

At ArchWell Health, we're 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 life.

Our 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. We're passionate about caring for older adults and united by the belief that caring has the power to change everything for our members.

ArchWell 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.