Senior IT Field Technician

Overview

The Senior IT Field Technician plays a crucial role in delivering on-site technical assistance to users within healthcare facilities. This role ensures the operational integrity of various IT devices, software, and network components, acting as a local representative for clinical and infrastructure managed services teams. It involves troubleshooting, maintenance, and collaboration with both the central IT helpdesk and other specialized teams.

Key Responsibilities

• Travel to different healthcare sites to provide direct technical support to medical staff, contractors, and users.
• Identify and resolve problems related to end-user hardware, various peripherals, and medical technologies including printers, card readers, telephony equipment, kiosks, barcode scanners, and clinical devices.
• Support Electronic Medical Records (EMR) systems such as Oracle Health (Cerner), ensuring smooth clinical workflows.
• Work alongside application teams to troubleshoot issues impacting nursing stations, physician workstations, and supporting departments.
• Assist in the integration of medical devices with health systems by managing connectivity and data transfer challenges.
• Coordinate efforts with Biomedical Engineering, vendors, and application teams for effective support.
• Participate in testing and validating newly implemented medical devices.
• Install, configure, update, maintain, and repair hardware and software to optimize system performance.
• Provide support for network problems including connectivity, Wi-Fi, and basic network setup.
• Monitor open support tickets and service delivery standards.
• Escalate complex issues to advanced support levels or external vendors as needed.
• Contribute to projects such as workstation upgrades, departmental moves, EMR rollouts, system updates, facility expansions, and new site openings.
• Communicate clearly with users to accurately diagnose technical matters.
• Offer guidance and introductory training to users on technology and applications.
• Keep meticulous records including service documentation, asset inventories, and knowledge base articles.
• Ensure compliance of IT assets with security policies, healthcare regulations, and operational standards.
• Identify patterns in recurring issues and suggest improvements to enhance IT service quality and user satisfaction.
• Generate operational reports and collaborate with multidisciplinary teams to support ongoing IT initiatives.

Technical Expertise

• Proficiency with Microsoft Windows Server and desktop OS platforms.
• Experience with Microsoft 365 and Active Directory.
• Familiarity with Microsoft Entra ID (previously Azure AD) preferred.
• Knowledge of endpoint management solutions.
• Competence in TCP/IP, DNS, DHCP, VLANs, wireless networking, and network troubleshooting.
• Experience in clinical device integration and healthcare data interoperability.
• Support for clinical workstations and IT incident/change/problem management processes.

Qualifications

• Bachelor's degree or diploma in Information Technology, Computer Science, Information Systems, or related field.
• At least 5 to 8 years of IT support experience with a minimum of 3 years in healthcare or hospital settings.
• Experience supporting enterprise-level EMR systems.
• Demonstrated technical leadership in IT operations.

Skills and Competencies

• ITIL Foundation certification is preferred.
• Strong focus on customer service excellence.
• Analytical capabilities with strong troubleshooting skills.
• Ability to perform effectively under pressure, particularly in environments impacting patient care.
• Leadership and mentoring skills.
• Effective verbal and written communication.
• Prioritization of critical incidents that affect patient safety.
• Detailed documentation and reporting aptitude.

Working Conditions

• 24/7 healthcare operational environment.
• Participation in on-call rotation and provision of after-hours support.
• Support across multiple healthcare sites, including surgical units, clinics, operating rooms, wards, and administrative facilities.
• Physical mobility within diverse hospital areas and occasional manual handling of IT equipment.