IT Field Support Specialist I

Job Description

Job Description

Responsibilities

The IT Field Support Specialist I provides advanced onsite technical support to healthcare teams at remote centers, ensuring IT needs are met. This role requires strong self-management skills, the ability to prioritize tasks, and decision-making autonomy. In addition to troubleshooting and resolving complex IT issues, the Field Support Specialist will act as the onsite representative for the networking and infrastructure teams, delivering hands-on support as needed. Building strong relationships with users and ensuring a positive IT service experience are key to the role. Regular daily travel to nearby centers is required.

 

Essential Functions and Work Responsibilities

• Provide onsite technical support, troubleshooting, and resolving complex issues for healthcare teams at remote centers.
• Serve as the local IT point of contact for the center, managing tasks independently.
• Build strong, positive relationships with onsite staff to ensure IT needs are understood and addressed effectively.
• Collaborate with remote IT teams, acting as onsite hands for networking and infrastructure tasks as needed.
• Prioritize tasks and manage workloads to meet the unique demands of each center.
• Communicate technical concepts clearly to non-technical users and escalate critical issues to the appropriate remote teams.
• Use technical tools and systems to track, resolve, and report on IT issues to the broader IT team.
• Ensure timely reporting and collaboration with remote team members, providing updates on critical issues and resolutions.
• Document and update knowledge base articles and technical support procedures.
• Identify opportunities for process improvements at the centers and provide feedback to improve service delivery.
• Travel daily to different centers within the region, providing consistent onsite support.
• Maintain professionalism and adhere to security, confidentiality, and company standards in all interactions.

Travel Requirements

 

Estimated Percent of time Spent –  minimum of 10%

• Travel between local InnovAge worksites
• Overnight travel out of state

Qualifications

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

 

REQUIRED

 

Education 

Bachelor’s degree in computer science or other related field or a combination of education and experience.

 

Work Experience and Qualifications

• Minimum of 2 years of experience in IT support, preferably in a field or onsite support role.
• Hands-on experience with ticketing platforms and providing in-person technical support.
• Strong understanding of ITIL principles and best practices.
• Experience providing end-user support and resolving IT-related issues independently.
• Experience working with remote teams and acting as remote hands for networking and infrastructure teams is highly desirable.

Licensure, Certification, Registration or Designation 

• A+ - Preferred
• ITIL v4 foundations certification - Preferred
• Microsoft Azure and Microsoft 365 Fundamentals - Required
• Microsoft Associate Level Certification - Preferred
• Relevant certifications in scripting and automation technologies (e.g., JavaScript, PowerShell) – Preferred

Other Knowledge Skills and Abilities Required

• Strong troubleshooting and problem-solving skills, with the ability to resolve issues independently onsite.
• Excellent relationship-building skills, with the ability to communicate technical concepts clearly to non-technical users.
• Self-motivated with strong time management skills, capable of prioritizing tasks without direct supervision.
• Ability to manage daily travel to different centers while maintaining high-quality service delivery.
• Familiarity with security standards and the ability to adhere to confidentiality requirements.
• Proficiency with reporting tools and methods for keeping remote team members informed on local issues and resolutions.

InnovAge Service Standards Requirements

 

Safety

• Safety- Maintains a safe work place. Reports all unsafe work conditions to supervisor and/or Safety & Loss Control Manager and works in conjunction with supervisor, Safety & Loss Control Manager, and staff to correct unsafe work conditions. Follows and enforces all safety policies.

Accountability

• Commitment – Commits to his/her job and to the success of the company. Continuously puts forth the effort to achieve goals and continuous quality improvement. Degree to which employee goes the extra step to ensure job/task completion. Takes initiative to offer ideas to improve processes or results.
• Cooperativeness – Consistently supports management decisions as demonstrated by his/her actions. Demonstrates a “can do” attitude by responding positively to instructions. Follows instructions and works harmoniously with others to complete the job or task.
• Attendance – Meets or exceeds punctuality and attendance expectations/requirements. Faithfully reports to work and conforms to scheduled work hours. When necessitated, follows call-in procedures and informs others of absences.

Caring

• Customer Service - Embraces the organization's commitment to internal and external customer service and demonstrates a customer-centric approach when interacting with co-workers, participants, clients, and all other business contacts.
• Confidentiality – Maintains confidentiality of employee, participant, and client data/information, and any other sensitive organization information as appropriate.

Integrity

• Adherence to Company Policy – Follows and enforces guidelines as established by policies. Conforms to company and job standards and requirements. Shows respect for others. Acts in the best interests of the company at all times. Serves as an example for others. Conducts business in an ethical fashion.
• Reliability – Completes responsibilities with minimal direct supervision. Follows through with assigned jobs and tasks all the way through completion. Puts forth the effort to achieve goals and objectives under varying circumstances.
• Alignment with Company Goals & Objectives – Supports the organization’s mission, vision, and values and holding self-accountable for applying these principles daily and personally living them when working with co‑workers, participants, clients, and all other business contacts.

Quality

• Quantity of Work / Productivity – Produces at a high volume. Always puts forth the effort to maximize productivity. Meets or exceeds established work deadlines. Engages in a productive work effort whenever possible. Meets goals and objectives.
• Quality of Work – Produces work that is accurate and reliable. Accomplishes work quickly and efficiently. Works in a thorough and organized manner while minimizing down time. Results are consistently within acceptable quality standards.
• Job Knowledge – Demonstrates a thorough understanding of his/her job processes and procedures. Integrates knowledge to efficiently accomplish job requirements. Efficiently uses resources (including staff and management) to obtain additional knowledge.
• Communication – Exhibits good interpersonal skills. Develops and fosters professional relationships with co-workers, participants, clients, and vendors. Keeps others informed as directed by operational demands and need-to-know. Keeps self informed of announcement made via established company venues

 

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