Remote Service & Support Technician

Job Description

Job Description

Position Summary

The Remote Service & Support Technician provides both remote and onsite technical support throughout the organization. This is a field support position responsible for desktop support, infrastructure, networking, equipment installation, and technology lifecycle management. The successful candidate will travel frequently between NANI locations while delivering exceptional customer service and maintaining reliable, secure technology environments.

Key Responsibilities

Provide outstanding customer service via phone, email, Microsoft Teams, and the ITSM platform.

Travel regularly to clinics throughout Northern Illinois and Northwest Indiana. (80-90%)

Install, configure, troubleshoot, and repair desktops, laptops, printers, scanners, and peripherals.

Support Microsoft Windows 11, Microsoft 365, Outlook, Teams, and business applications.

Support Active Directory/Microsoft Entra ID, onboarding, offboarding, and account administration.

Troubleshoot switches, wireless access points, Internet connectivity, structured cabling, and network closets.

Deploy and support Cisco Meraki infrastructure.

Support conference room technology and audiovisual equipment.

Document all work accurately and meet established Service Level Agreements (SLAs).

Participate in infrastructure upgrades, technology refreshes, clinic openings, and relocation projects.

Participate in occasional after-hours maintenance windows.

Required Qualifications

Associate degree, technical certification, or equivalent professional experience.

Minimum two years of desktop, networking, or infrastructure support experience.

Knowledge of Windows, Microsoft 365, TCP/IP, DNS, DHCP, VPN, wireless networking, printers, and remote support tools.

Excellent troubleshooting, communication, organization, and customer service skills.

Preferred Qualifications

CompTIA A+, Network+, or Microsoft certifications.

Cisco Meraki experience.

Healthcare IT and EMR/EHR support experience.

Microsoft Intune or MDM experience.

Travel Requirements

This is a field support position requiring frequent travel to NANI locations throughout Northern Illinois and Northwest Indiana.

Valid driver's license.

Reliable personal transportation.

Ability to travel independently between assigned clinic locations.

Mileage reimbursed in accordance with NANI policy.