IT Engineer, Field Services

We are seeking a skilled IT Engineer, Field Services to join our team. In this role, you will provide exceptional customer service and technical support to Cornerstone businesses, with a focus on caregivers and clinicians. This hybrid position combines remote and onsite support. You will also contribute to IT projects and assist in developing and maintaining technology infrastructure across Home Health and Hospice offices within your region., * Serve as a dedicated resource to our Cornerstone business line, executing projects, managing acquisitions, and assisting as needed with special projects related to field services.

• Travel locally and out of state is required; driving more than 2 hours is expected.
• Effectively manage projects, ticket queues, and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).
• Proactively monitor and follow up on open projects and tickets, ensuring timely updates to customers and driving issues to resolution.
• Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests.
• Stay organized and maintain accurate documentation of projects and support cases, troubleshooting steps, and resolutions for future reference and knowledge sharing.
• Collaborate with cross-functional teams to implement and maintain IT projects like system upgrades, migrations, and new application deployments.
• Contribute to creating and maintaining knowledge base articles.
• Financially responsible for user’s own IT/Travel Budgets.
• Other duties as assigned.
• Acquisition Support:
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Assist in setting up and configuring network equipment, ensuring smooth and secure connectivity.
• Provide hands-on support and end-user training for mobile devices.
• Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.

• A passion for technology
• BS Degree in Computer Science or Information Systems, or equivalent experience
• 2+ Years of experience providing technical support.
• Experience with a ticketing system such as Zendesk
• An understanding of Wi-Fi and VoIP
• Excellent problem-solving skills
• Willingness to learn new tech and advance your career.
• Good verbal and written communication skills
• A strong work ethic, with a focus on delivering quality service and support.
• Travel across your region to work directly with agency leaders-building relationships, solving real challenges, and driving frontline impact that can’t happen from behind a desk.

PHYSICAL REQUIREMENTS

• Ability to lift up to 50 lbs.
• Ability to climb ladders and work in elevated positions when required., Acquisitions Management, Backlog Prioritization, Budgeting, Communication Skills, Computer Maintenance, Computer Science, Computer Software, Computer Systems, Cross-Functional, Customer Support/Service, Documentation, Healthcare, Help Desk, Home Care, Hospice Care, Identify Issues, Information Assets, Information Technology & Information Systems, Knowledge Base, Lift/Move 50 Pounds, Mobile Devices, Network Configuration Management, Network System Hardware, On Site Support, Organizational Skills, Peripheral Hardware, Physical Demands, Presentation/Verbal Skills, Problem Solving Skills, Project/Program Management, Resolve Customer Issues, Service Delivery, Service Level Agreement (SLA), System Migration, Systems Administration/Management, Systems Maintenance, Technical Support, Time Management, VoIP (Voice over IP), Wi-Fi, Willing to Travel, Writing Skills, ZenDesk

At Pennant, our culture is our competitive advantage. We are a collection of independent, locally led healthcare companies united by a shared purpose and the CAPLICO values-Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership. We believe great results come from empowered leaders, strong relationships, and people who take ownership of their work.