IT Operations Technician

Avel eCare is seeking a motivated IT Operations Technician I to support our nationwide virtual health network. In this role, you will configure, test, and deploy network equipment and end-user devices to ensure seamless service delivery. Working onsite at our virtual hospital hub in Sioux Falls, SD, you will support customer onboarding, troubleshoot connectivity issues, and manage asset logistics—collaborating across teams to ensure project success and customer satisfaction.

General Hours of Work: Monday – Fridays (days, with some weekend, evening, night schedules and call time involvement as required)

Exempt/Nonexempt: Non-Exempt (hourly)

Department/Unit: Corporate - IT

Reports To: Manager IT Implementations and Logistics

Location: This position will be onsite in Sioux Falls, SD.

SUMMARY:

The IT Operations Technician is responsible for the deployment, configuration, and testing of IT network equipment and end-user devices, including phones, video conferencing systems, and tablets. This role supports customer go-live testing, performs troubleshooting and network diagnostics to ensure secure and efficient device management. This role supports existing and new technologies used throughout the organization. The position also handles logistics related to packing, shipping, and asset tracking to support seamless IT implementations.

ESSENTIAL FUNCTIONS:

• Configures, tests, and deploys equipment and software for Avel and customer devices.
• Manages Avel’s mobile solutions including Cradlepoint, Workspace One, Samsung Knox services, providing support as necessary
• Creates KB articles required for troubleshooting Avel deployed services
• Assists customers during implementation process and go-live testing, providing technical support and troubleshooting.
• Performs network troubleshooting and diagnostics to resolve connectivity and hardware issues.
• Assists with packing, shipping, receiving, and tracking of IT equipment with accurate documentation.
• Collaborates with IT teams to coordinate deployments, schedules, and project requirements.
• Provides Tier 2-3 support related to deployment and implementation activities.
• Interacts with end-users to obtain clarification of problems and provide resolution for equipment failures or degradations.
• Works within established configuration and change management policies to ensure awareness, approval, documentation, and success of changes made to the network systems and infrastructure
• Maintains logs and device inventories, as well as appropriate documentation including application notes, drawings, and configuration information.
• Participates in the analysis, collection and maintenance of records as needed by Quality Assurance/Compliance personnel, JCAHO accreditation, SOC 2 compliance and OSHA guidelines or as may be required by law.

ESSENTIAL

QUALIFICATIONS:

The individual must be able to work the hours specified above. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required to perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, so long as the accommodations do not cause undue hardship to the employer.

EDUCATION and/or

EXPERIENCE:

• Associate’s degree in information technology, computer science is preferred.
• Hands-on experience with monitoring, network diagnostic and network analytical tools is preferred.

ABOUT AVEL eCARE

Avel eCare is a nationally recognized telemedicine care provider offering the largest and most comprehensive virtual health networks in the world. Based in Sioux Falls, South Dakota, Avel operates a multispecialty telemedicine…