Service Technician

Summary

Description

** This position is based out of our warehouse in Columbus, OH with extensive travel both regionally and nationally.

Equiti Health products are video technology platforms that connect hospital patients with live, remote foreign language interpretation. Our platforms allow for clear communication between hospital staff and patients with limited English proficiency. These platforms are accessed through tablets (iPads, computers, and similar devices) located inside hospitals.

The Service Technician provides advanced implementation and field technology support for Equiti Health endpoints in complex healthcare environments. The role independently assesses device, operating system, application, wireless connectivity, configuration, and integration-readiness issues; applies judgment to resolve or elevate incidents and strategically drive utilization; and trains providers on system use and best practices. This role is essential in ensuring that our client partners view working with Equiti Health as a superior experience that distinguishes us from other video remote interpretation organizations.

The person filling this support role should be passionate about advancing health equity through improved foreign language access and willing to work with hospital staff nationwide. The company comprises passionate team members who collaborate in an inclusive, satisfying, and fast-paced environment. Our shared passion for health equity weaves us into a community that cares deeply about each other and our mission.

Team members enjoy a sense of belonging and purpose that sets us apart from other employers.

• Collaborate with passionate team members in a fast-paced and inclusive environment, fostering a sense of community and shared purpose in promoting health equity.
• Take ownership of assigned tasks and projects, ensuring successful completion while contributing to the Service Technician Team’s and Equiti Health’s overall success.
• Serve as the on-site technical liaison among hospital staff, client IT teams, Equiti Service Delivery, Support, Integrations, Product, and Engineering, translating technical findings into clear actions and maintaining ownership through resolution.
• Monitor device utilization trends across facilities, analyze usage patterns, and develop targeted strategies to increase adoption, optimize resource allocation, and maximize return on technology investments.
• Identify whitespace opportunities and underutilized areas within facilities through utilization analysis, stakeholder engagement, and workflow assessments, then implement action plans to drive increased usage and operational efficiency.
• Configure, provision, secure, and validate endpoints for deployment, including approved settings, user profiles, application installation, application updates, device enrollment, access permissions, and final operational testing.
• Deploy, validate, and support approved applications across multiple endpoint types, ensuring each device is prepared for the intended hospital workflow and meets documented configuration standards before release to users.
• Independently diagnose and resolve complex endpoint issues involving iPadOS/iOS, Android, and Windows laptops or computers, including operating system updates, application failures, audio/video functionality, and device performance.
• Troubleshoot Wi-Fi and network connectivity at client sites by validating device settings, authentication, signal availability, access requirements, and connectivity dependencies; document findings and coordinate advanced escalation with client IT and Equiti technical teams when needed.
• Identify recurring technical issues and improvement opportunities, perform basic trend and…