Associate IS Support Technician - Field Tech Services

Providence caregivers are not simply valued – they’re invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we Providence know that to inspire and retain the best people, we must empower them.

Join the Field Technician Services Team! Are you ready to be the IT hero behind the doctors, nurses, procedure techs supporting patient care? As a Field Tech Services Specialist, you’ll be the go-to problem solver for caregivers and customers—making tech headaches disappear and delivering top-notch IT services with a smile. Your mission? Fast, accurate support, and unforgettable customer experience. This isn’t just a job—it’s a chance to make a real impact every day. You’ll be the friendly voice that turns frustration into relief, the tech-savvy guide who keeps caregivers focused on what matters most: caring for others.

What You’ll Need to Do to be successful in this role:

• Be the Lifeline: Resolve caregiver issues and fulfill IT service requests.
• Deliver WOW Moments: Provide timely, accurate support while keeping customer satisfaction front and center.
• Stay Flexible: Other duties as assigned—because superheroes adapt!
• Resolve user issues involving various endpoint devices, printers, phones, mobile devices, computers, operating systems, network infrastructure technologies, and telehealth technologies, etc.… 

Your Superpowers: Communication Ninja

• Speak tech in plain English—make caregivers feel heard and understood
• Listen like a pro, interpret needs, and keep everyone in the loop until resolution
• Calm the storm: De-escalate tense situations with caregivers and vendors
• Tailor your message for clinical and technical audiences alike
• Bonus: Minimal personal mobile use may be required (you’ve got this!)

Critical Thinking Wizard

• Use every tool in your arsenal—knowledge articles, team input, and logic
• Know when to escalate and who to call for backup
• Navigate complex technical environments with confidence
• Bounce back from setbacks and help uncover root causes to improve systems

Customer Champion

• Put caregivers first—always
• Handle requests like a pro, ensuring smooth handoffs and zero duplicate info
• Build strong relationships and assess needs with empathy
• Take ownership of satisfaction and define solution options that shine

Independent Operator

• Pivot like a boss when priorities shift
• Learn fast, stay calm, and keep customers satisfied
• Keep tickets updated, workflows optimized, and SLAs met
• Plan ahead, remain flexible, staying focused on today’s tasks

Team Player Extraordinaire

• Collaborate across teams and vendors to keep systems stable
• Share knowledge, support teammates, and celebrate wins together
• Participate in initiatives and on-call rotations
• Trust, adapt, and maximize efficiency as a united force

Time Management Guru

• Show up on time, prioritize like a pro, and communicate when timelines shift
• Use tools effectively, meet SLAs, and escalate issues promptly
• Recommend workflow improvements that make life easier for everyone

Required Qualifications:

• H.S. Diploma or GED General Studies

Preferred Qualifications:

• Associate Degree Computer Science, Electrical Engineering, Information Systems, or another related discipline
• Coursework/Training: Current certification: A+, Network+, CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MSDBA
• 2 or more years of experience in remote or IS field technical support 
• 2 or more years of Healthcare IS experience
• Clearly documents issues, steps taken, and resolutions in user-friendly terms
• Builds trust and strong working relationships
• Prioritizes tasks effectively and communicates when timelines are at risk
• Uses time management tools in alignment with policies/pr