Technical Support Specialist-Field Services

Villa Healthcare is seeking a Technical Support Specialist-Field Services to join their team!

The Technical Support Specialist-Field Services is responsible for providing remote and onsite technical support to nursing homes and skilled nursing facilities. This position supports clinical and administrative staff by troubleshooting hardware, software, and network connectivity issues, maintaining IT equipment, and ensuring the functionality of technology systems. The role is responsible for responding to technical support requests, coordinating equipment installations and replacements, maintaining accurate documentation, and minimizing disruptions to facility operations and resident care while ensuring compliance with information security and confidentiality requirements.

This location is based out of our Southfield, MI office full-time with the ability to travel to various care centers.

• Provide frontline technical support through phone, email, ticketing systems, remote support tools, and onsite facility visits.
• Troubleshoot Windows operating systems, Microsoft Office applications, business applications, computer hardware, printers, peripherals, and basic network connectivity.
• Prioritize, track, and document technical support requests, communicate progress, and escalated complex issues to the appropriate support team or vendor.
• Install, configure, maintain, and deploy computers, peripherals, mobile devices, and other IT equipment across supported facilities.
• Perform approved software installations, system updates, workstation rebuilds, and equipment replacements.
• Perform approved user account setup, password resets, and access modifications in accordance with company policies and procedures.
• Support employee onboarding and offboarding processes, including workstation setup, equipment deployment, account access, and equipment collection.
• Maintain accurate IT equipment inventory records, including equipment assignments, transfers, replacements, and asset tracking.
• Coordinate equipment repairs, reassignment, reuse, retirement, and disposal in accordance with organizational procedures.
• Perform and document approved data sanitization procedures before equipment reassignment, disposal, or return.
• Provide technical guidance to employees regarding supported applications, equipment, and troubleshooting procedures.
• Maintain accurate technical documentation, support records, and time and travel records.
• Coordinate technical support activities with facility leadership, clinical staff, administrative personnel, and internal IT teams.
• Follow company and facility policies regarding information security, confidentiality, infection prevention, and resident privacy.
• Perform all other duties, as assigned.

• Working knowledge of Windows operating systems, Microsoft Office applications, computer hardware, printers, peripherals, and basic networking.
• Knowledge of Active Directory account administration, including user account management, password resets, and access modifications.
• Strong technical troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written communication, customer service, and organizational skills.
• Ability to explain technical information and troubleshooting procedures clearly to employees with varying levels of technical knowledge.
• Ability to work independently, manage competing priorities, and respond to technical support requests in a timely manner.
• Ability to collaborate effectively with service desk personnel, facility staff, internal IT teams, and external vendors.
• Ability to maintain accurate technical documentation, equipment inventory records, and…