IT Engineer, Field Services

JOB SUMMARY
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.

DUTIES & RESPONSIBILITIES

• 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.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

JOB REQUIREMENTS (Education, Experience, Knowledge, Skills & Abilities)

• 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.

ADDITIONAL INFORMATION
Type: Full Time
Location: Hybrid – located near Hartford, CT, required to go on-site to local and non-local locations
Travel: Up to 50% travel may be required at times.