IT Field Support Specialist

The IT Field Support Specialist I provides advanced onsite technical support to healthcare teams at remote centers, ensuring IT needs are met. This role requires strong self-management skills, the ability to prioritize tasks, and decision-making autonomy. In addition to troubleshooting and resolving complex IT issues, the Field Support Specialist will act as the onsite representative for the networking and infrastructure teams, delivering hands‑on support as needed.

Building strong relationships with users and ensuring a positive IT service experience are key to the role. Regular daily travel to nearby centers is required.

• Provide onsite technical support, troubleshooting, and resolving complex issues for healthcare teams at remote centers.
• Serve as the local IT point of contact for the center, managing tasks independently.
• Build strong, positive relationships with onsite staff to ensure IT needs are understood and addressed effectively.
• Collaborate with remote IT teams, acting as onsite hands for networking and infrastructure tasks as needed.
• Prioritize tasks and manage workloads to meet the unique demands of each center.
• Communicate technical concepts clearly to non‑technical users and elevate critical issues to the appropriate remote teams.
• Use technical tools and systems to track, resolve, and report on IT issues to the broader IT team.
• Ensure timely reporting and collaboration with remote team members, providing updates on critical issues and resolutions.
• Document and update knowledge base articles and technical support procedures.
• Identify opportunities for process improvements at the centers and provide feedback to improve service delivery.
• Travel daily to different centers within the region, providing consistent onsite support.
• Maintain professionalism and adhere to security, confidentiality, and company standards in all interactions.

• Travel between local Innov Age worksites
• Overnight travel out of state

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Bachelor’s degree in computer science or other related field or a combination of education and experience.

• Minimum of 2 years of experience in IT support, preferably in a field or onsite support role.
• Hands‑on experience with ticketing platforms and providing in‑person technical support.
• Strong understanding of ITIL principles and best practices.
• Experience providing end‑user support and resolving IT‑related issues independently.
• Experience working with remote teams and acting as remote hands for networking and infrastructure teams is highly desirable.

• A+ - Preferred
• ITIL v4 foundations certification
  - Preferred
• Microsoft Azure and Microsoft 365 Fundamentals
  - Required
• Microsoft Associate Level Certification
  - Preferred
• Relevant certifications in scripting and automation technologies (e.g., JavaScript, Power Shell) – Preferred

• Strong troubleshooting and problem‑solving skills, with the ability to resolve issues independently onsite.
• Excellent relationship‑building skills, with the ability to communicate technical concepts clearly to non‑technical users.
• Self‑motivated with strong time management skills, capable of prioritizing tasks without direct supervision.
• Ability to manage daily travel to different centers while…