Technician, Site Services

Overview

The Site Services Technician is the dedicated IT presence for a single healthcare client site while also contributing to a broader pod-based support team. This hybrid role combines hands-on, in-person support with remote service desk responsibilities. Three days per week, the technician is onsite supporting clinical and administrative staff directly. The remaining two days are spent working remotely within the pod, supporting both the assigned client and other clients within the same service pod. This role requires strong customer service, adaptability, and the ability to operate seamlessly between onsite and remote support models-all while maintaining a focus on minimizing disruptions to patient care.

Responsibilities:

Onsite (3 Days/Week):

• Primary onsite IT contact for clinicians and staff
• Deskside and walk-up support
• Hardware deployment and troubleshooting
• Basic network troubleshooting
• User onboarding/offboarding
• Maintain inventory and escalate issues
• Follow HIPAA and security standards

Remote Pod (2 Days/Week):

• Support tickets across pod clients
• Remote troubleshooting via phone/chat/tools
• Collaborate with Escalation/NOC teams
• Maintain SLA and documentation standards

Role Description:

• Deliver high-touch, in-person IT support to clinical and administrative staff while maintaining a strong customer experience in patient-facing environments
• Triage and prioritize incidents based on patient care impact, escalating appropriately within the pod structure
• Provide seamless transition between onsite support and act as a liaison between the client site and the centralized pod, ensuring clear communication, follow-ups, and expectation setting
• Maintain continuity of support by updating tickets thoroughly so any pod member can pick up work without disruption
• Identify recurring issues at the client site and collaborate with pod resources to drive long-term solutions
• Support and enforce standardization of tools, processes, and configurations across both onsite and pod environments
• Assist with endpoint lifecycle management, including imaging, deployment, refreshes, and decommissioning
• Participate in pod-based queue management during remote days, ensuring equitable workload distribution and SLA adherence
• Proactively check critical systems and shared workstations onsite to prevent disruptions before they impact users
• Adapt quickly between reactive onsite work and structured, ticket-driven remote support workflows
• Follow security best practices across both environments, including MFA, endpoint protection, and access controls
• Contribute to knowledge base updates and documentation to improve efficiency across the pod and client environment.

Qualifications and Education Requirements

• CompTIA A+ certification (or equivalent hands-on experience)
• 1-3 years of IT support experience (deskside, service desk, or MSP environment)
• Working knowledge of Windows 10/11 operating systems and basic troubleshooting
• Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive)
• Basic understanding of Active Directory (password resets, account unlocks, user management)
• Foundational networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi connectivity)
• Experience with hardware support (PCs, laptops, printers, scanners, peripherals)
• Exposure to ticketing systems (e.g., ConnectWise, ServiceNow, Jira) and documentation practices
• Familiarity with remote support tools and basic troubleshooting over phone/chat
• Basic understanding of cybersecurity best practices (MFA, endpoint protection, phishing awareness)

Salary DOE: $30-$35/hour