At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.
As the IT Field Service Technician on GoHealth's IT team, you will be tasked to deliver exceptional customer service while being responsible for the implementation and support at each of our GoHealth Urgent Care locations in your market and assisting other technicians in other markets across the USA. This will include hardware and software troubleshooting, network and systems operations and telecommunications.
In addition to delivering IT Support services, technician will be responsible for preparatory work and implementation of projects and new site rollouts including meeting vendors, site visits, installing equipment and testing/turn up through to first day support.
This will be a challenging position working in a fast paced and sometimes stressful environment with a focus around agile and rapid deployment. Technicians will be expected to sometimes work nights and weekends and manage multiple competing tasks. Travel within the market will be required and occasional travel to other markets as needed.
Education
High School Diploma or Equivalent required
Associates preferred
Computer / Network Certifications preferred
Work Experience
3+ years Field Service Technician required
3+ years Customer Service required
Licenses/Certifications
Valid US Drivers License with Insurable Driving Record required
CompTIA A+ preferred
CompTIA NET+ preferred
Additional Knowledge, Skills and Abilities Required
Proven work experience as a field service technician.
Ability to travel and work according to a changing schedule.
Excellent time management skills.
Ability to problem-solve, troubleshoot, and repair equipment
Exceptional Customer Service and Training skillset
Additional Knowledge, Skills, and Abilities Preferred
In depth knowledge and experience with server and desktop operating systems such as Windows Server 2016, Windows 10, and Mac OS
Thorough knowledge of network, host and application technologies, particularly in a healthcare environment.
Familiarity and experience with Healthcare regulatory compliance and reporting bodies (HIPAA, PCI, etc.)
Understanding of Information Technology Service Management (ITSM) concepts
ESSENTIAL FUNCTIONS
Professionally represent IT to the market using a Single Point of Contact mindset.
Provide service and customer support via Phone, Chat, Email and In-Person field visits.
Troubleshoot technology problems reported by users.
Implement and support servers, VMs, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates and patches.
Build relationships and trust with Peers, Market Leadership, Leads, and Staff
Cooperate with technical teams and share information across the organization
Assume responsibility for customer satisfaction assuring excellent relations
Comprehend customer requirements and make appropriate recommendations/briefings
Perform all on-site activities related to installation, repair, maintenance, and decommissioning
Clear and effective written/verbal communications skills, with an emphasis on tracking and documenting details in applicable systems.
Manage a dynamic workload with competing priorities.
Adapt to a constantly changing environment; flexibility to work extended hours and weekends if needed, occasional travel required.
Operate vehicle in a safe manner
Proficiency in the Microsoft Office suite (Excel, Word, Outlook, Teams and PowerPoint)
Knowledge of hand tools and proper usage, including a digital multimeters and network testers
Provide feedback and leadership to team members to lead them effectively and help grow them for greater responsibilities.
All other duties as assigned.
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