The Site Services Technician is the dedicated IT presence for a single healthcare client site while also contributing to a broader pod-based support team. This hybrid role combines hands-on, in-person support with remote service desk responsibilities. Three days per week, the technician is onsite supporting clinical and administrative staff directly. The remaining two days are spent working remotely within the pod, supporting both the assigned client and other clients within the same service pod. This role requires strong customer service, adaptability, and the ability to operate seamlessly between onsite and remote support models-all while maintaining a focus on minimizing disruptions to patient care.
Responsibilities:
Onsite (3 Days/Week):
Primary onsite IT contact for clinicians and staff
Deskside and walk-up support
Hardware deployment and troubleshooting
Basic network troubleshooting
User onboarding/offboarding
Maintain inventory and escalate issues
Follow HIPAA and security standards
Remote Pod (2 Days/Week):
Support tickets across pod clients
Remote troubleshooting via phone/chat/tools
Collaborate with Escalation/NOC teams
Maintain SLA and documentation standards
Role Description:
Deliver high-touch, in-person IT support to clinical and administrative staff while maintaining a strong customer experience in patient-facing environments
Triage and prioritize incidents based on patient care impact, escalating appropriately within the pod structure
Provide seamless transition between onsite support and act as a liaison between the client site and the centralized pod, ensuring clear communication, follow-ups, and expectation setting
Maintain continuity of support by updating tickets thoroughly so any pod member can pick up work without disruption
Identify recurring issues at the client site and collaborate with pod resources to drive long-term solutions
Support and enforce standardization of tools, processes, and configurations across both onsite and pod environments
Assist with endpoint lifecycle management, including imaging, deployment, refreshes, and decommissioning
Participate in pod-based queue management during remote days, ensuring equitable workload distribution and SLA adherence
Proactively check critical systems and shared workstations onsite to prevent disruptions before they impact users
Adapt quickly between reactive onsite work and structured, ticket-driven remote support workflows
Follow security best practices across both environments, including MFA, endpoint protection, and access controls
Contribute to knowledge base updates and documentation to improve efficiency across the pod and client environment.