IT Field Technician

IT Support Specialist

Location: Spokane, Washington

Salary Range: $22.00-34.00 per hour

Travel: 30% travel between Spokane, Washington and Los Angeles, CA. Candidate must reside near Spokane, WA.

Job Description Summary / Scope

Owns the day-to-day performance, reliability, and security of on-site technology for an assigned territory of approximately 1020 PRISM locations and serves as the primary point of local IT presence and accountability. Acts as the face of IT to clinic staff, office managers, and providers, building the relationships needed to catch and resolve small issues proactively, before they escalate into disruptions. Does not hold, nor is expected to have, administrator-level access or specialized expertise for every system. Instead, the role is expected to recognize scope boundaries and engage the right resource (helpdesk, application teams, systems admin, security team, the third-party MSP, or McKesson's broader technology organization), staying engaged as the site's point of accountability until resolution. Leads device deployment and initial setup for new and existing locations following established checklists, and uses available tools (ticketing/ITSM, RMM, AI-assisted troubleshooting resources) to work efficiently across the assigned territory. Operates independently with minimal direct daily supervision.

Key Responsibilities (priority order)

1. Provide proactive, in-person support regularly checking in with clinic staff, office managers, and providers, and staying alert for wear and early warning signs (a fraying cable, a struggling access point) so issues are caught and resolved before they disrupt clinical operations.
2. Travel on-site to resolve hardware, peripheral, and connectivity issues that require hands-on intervention (desktops, monitors, keyboards/mice, printers, network drops) across all assigned locations.
3. Recognize issues that fall outside the role's scope or access, and engage the right resource application analysts, systems engineers, security, or McKesson's broader technology teams remaining engaged as the site's point of accountability until resolution.
4. Maintain clean, organized, and locked network closets and equipment areas at each site.
5. Document all work performed clearly and in a timely manner within the ticketing system, written well enough to feed the team's AI-assisted knowledge base for future reuse.
6. Log, triage, and troubleshoot tickets within PRISM's ITSM platform for the assigned territory, coordinating with helpdesk on issues that originate as remote tickets, using AI tools to speed ticket documentation and summarization.
7. Use approved RMM tools and AI-assisted troubleshooting resources to remotely access and diagnose devices, resolving issues without a site visit wherever possible to manage travel time efficiently.
8. Perform device deployment for new and existing locations: unboxing, installing, and testing functionality of PCs and peripherals, staging networking equipment, labeling devices, and completing initial setup per provided checklists, and ensuring the secure return or disposal of legacy hardware/e-waste.
9. Maintain basic security and compliance vigilance: identify devices missing patches or endpoint security software, ensure physical data privacy (e.g., reporting printed user credentials, screen positioning to protect PHI), and flag physical security gaps such as unsecured network closets, escalating as appropriate.
10. Collaborate with external support partners within the assigned territory. This includes collaborating with the third-party MSP partner for overflow and after-hours support coverage, facilitating on-site hardware repairs and acting as the local coordinator for telecom and IT vendors during on-site maintenance visits.

Minimum Qualifications

Education/Training

• High school diploma or equivalent required; Associate degree in IT or related field a plus.

Business Experience

• Hands-on experience troubleshooting desktop hardware, peripherals, and basic networking, gained through prior work, internship, or equivalent training.

Specialized Knowledge/Skills

• Working knowledge of desktop OS environments (Windows required; macOS a plus) and common peripheral troubleshooting.
• Experience working within a ticketing/ITSM system and using remote monitoring and management (RMM) tools for remote diagnosis and resolution.
• Basic understanding of network fundamentals (connectivity, wireless, cabling) sufficient to diagnose and escalate appropriately.
• Basic security awareness: identifying missing patches/AV status and physical security gaps.
• Strong interpersonal skills; ability to work independently in a clinical setting while maintaining professionalism with providers, staff, and patients.
• Preferred: CompTIA A+ or Network+ certification (or obtained within 6 months of hire); prior healthcare/medical office IT support experience; familiarity with EMR workstation environments; knowledge of medical imaging devices and their associated PCs (OCT cameras, X-ray systems, and similar equipment).

Working Conditions

• Field-based role; no fixed office location. Regular travel by personal vehicle within an assigned territory; mileage reimbursed per company policy.
• Must maintain a valid driver's license, reliable vehicle, and clean driving record.
• Requires lifting/carrying IT equipment (up to 50 lbs), and working in varied physical spaces including network closets, under desks, and similar tight spaces.
• Occasional support outside standard business hours for site openings, major deployments, or urgent escalations.
• HIPAA training and standard background check required, consistent with a clinical work environment.