IT Field Services Technician

About the Job
Job Description
Welcome to Ovation Healthcare!
At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.
The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.
We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.
Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit https://ovationhc.com.
Position Summary
The IT Field Services Technician is responsible for providing hands-on technical support to an assigned hospital location and its associated clinics. This position serves as the primary on-site IT resource for the assigned facilities, ensuring timely resolution of technical issues, consistent customer support, and reliable operation of technology services.
The technician will be responsible for managing and resolving assigned ServiceNow tickets, conducting scheduled on-site rounds, supporting daily operational needs, and assisting with IT projects and implementations as needed. This role requires a dependable, customer-focused individual who can work independently, manage competing priorities, and provide support across multiple healthcare locations.
Key Responsibilities
1. On-Site Technical Support
Maintain a consistent on-site presence at an assigned primary hospital location, five days per week.
Provide technical support to the assigned hospital and all associated clinics.
Serve as the primary Field Services IT resource for the assigned facilities.
Troubleshoot and resolve hardware, software, workstation, peripheral, and connectivity-related issues.
Provide timely, professional, and customer-focused support to clinical and administrative staff.
Travel between the assigned hospital and associated clinics as operational needs require.
2. Incident and Service Request Management
Work assigned ServiceNow tickets daily, ensuring timely response, resolution, documentation, and closure.
Manage tickets associated with both the primary hospital location and affiliated clinics.
Maintain accurate ticket documentation, including troubleshooting steps, resolution details, and communication with end users.
Prioritize incidents based on urgency, business impact, and established IT service management processes.
Escalate issues to appropriate support teams when additional assistance is required.
Maintain ownership of assigned tickets through resolution or appropriate reassignment.
3. On-Site Rounding Program
Adhere to the established Field Services on-site rounding program and assigned schedule.
Conduct routine visits throughout assigned departments and clinical areas.
Proactively identify technology issues, equipment concerns, and potential service disruptions.
Engage with clinical and administrative staff to identify outstanding IT needs.
Document and communicate findings through established ServiceNow processes.
4. Project and Implementation Support
Assist with IT projects, technology deployments, upgrades, and implementations as assigned.
Coordinate with project managers, IT leadership, and other technical teams to support project deliverables.
Perform assigned installation, configuration, deployment, and validation activities.
Provide on-site technical assistance during planned implementations and technology changes.
Support project activities while maintaining daily operational support responsibilities.
5. On-Call Support
Participate in the established Field Services on-call rotation.
Provide after-hours technical support for assigned facilities as required.
Respond to escalated incidents in accordance with established response expectations.
Maintain availability and communication during assigned on-call periods.
Follow established escalation and incident management procedures.
Required Qualifications
Minimum of one year of previous IT technical support experience.
Must reside within the Greensboro, North Carolina area or surrounding communities.
Must have a reliable personal vehicle and the ability to travel between assigned facilities.
Must be available to participate in an established on-call rotation.
Ability to work on-site five days per week at an assigned primary location.
Strong customer service and communication skills.
Ability to troubleshoot technical issues independently and manage competing priorities.
Ability to work effectively with clinical, administrative, and technical personnel.
Ability to document work accurately within ServiceNow or similar ticketing systems.
Preferred Qualifications
Previous IT support experience in a hospital or healthcare environment.
Experience supporting Windows workstations, printers, scanners, peripherals, and common enterprise applications.
Familiarity with ServiceNow or other IT Service Management (ITSM) platforms.
Experience supporting multiple physical locations.
Experience participating in technology deployments, refreshes, and IT implementations.
Physical and Work Environment Requirements
Primarily on-site position within a hospital and associated clinic environments.
Frequent movement between dep