Field IT Support Technician II (Healthcare/Hospital)

Field IT Support Technician II (Onsite)Springfield, MA + Western Massachusetts (onsite with local travel)Position OverviewThis role is ideal for a customer-oriented IT professional who takes pride in delivering a positive end-user experience. The successful candidate understands that technology exists to enable productivity and will focus on minimizing disruption while resolving technical issues efficiently.The Field IT Support Technician provides primarily onsite technical support across multiple client environments, with occasional remote troubleshooting as needed. This position delivers Tier II support across a wide range of technologies including end-user devices, networking, communications systems, and enterprise applications. The role also includes participation in scheduled on-call rotations.QualificationsHigh school diploma or equivalent required; post-secondary education in IT or related field preferredAt least 2 years of hands-on technical support experience in a professional settingAbility to lift and transport equipment up to 50 lbsCompliance with applicable workplace health and safety requirementsCore Technical SkillsExperience supporting Microsoft 365 environmentsWorking knowledge of Active Directory (user/device administration)Familiarity with remote support tools (e.g., remote desktop platforms)Experience with collaboration tools (video conferencing and messaging platforms)Proficiency with Windows and macOS operating systemsDevice imaging, deployment, and configuration experienceStrong troubleshooting and analytical skillsExcellent communication and customer service abilitiesValid driver’s license and ability to travel locallyAdditional / Preferred ExperienceExperience in regulated environments (e.g., healthcare or similar industries)Background working within a managed services or multi-client environmentExposure to ticketing or ITSM platformsFamiliarity with endpoint management tools and device lifecycle managementExperience supporting enterprise applications or clinical systemsKnowledge of virtualization platforms and virtual desktop environmentsVPN and secure remote access troubleshootingHardware deployment, repair, and maintenance (including printers and peripherals)Basic networking knowledge (connectivity troubleshooting, wireless support)Audio/visual equipment supportMobile device management and supportExposure to structured cabling or low-voltage systemsKey ResponsibilitiesProvide onsite technical support for end users across hardware, software, and network-related issuesRespond to escalated incidents from centralized support teamsInstall, configure, and maintain end-user equipment including desktops, laptops, printers, and mobile devicesTroubleshoot connectivity, system performance, and application-related issuesManage and update asset inventory recordsParticipate in on-call support rotation as requiredDocument work performed, including ticket updates and time trackingSupport onboarding and training of new usersAssist with implementation of IT projects and technology rolloutsPerform root cause analysis on recurring technical issues and recommend solutionsCommunicate effectively with users in both technical and non-technical termsMaintain adherence to established processes, documentation, and service standardsOperate effectively in a fast-paced environment while managing multiple priorities