Falck is a is a global emergency medical services provider originating from Denmark that services 3 states in the US including: California, Oregon, and Colorado. Falck has been operating in the US since 2010 and is one of the largest private provider of emergency medical services in the country today. Our BLS and ALS services impact not only the lives of our patients, but their families and communities.

Pay Range: $66,560 - $70,000 K annually

Position Summary:

Falck, a global healthcare leader, is seeking a proficient and proactive IT professional to join our Digital Technology Infrastructure team. This crucial role involves providing infrastructure support both locally and remotely, as well as onsite. As a vital member of our team of approximately 140 colleagues across Europe, the US, and Latin America, you will spearhead the onsite IT support function, primarily based at our HQ in Orange, CA.

This role may require travel to provide support, occasionally at short notice and with overnight stays. A flexible approach is necessary for this role. The position supports the data and technology needs of both Falck and the City of Orange and LA EMS Division, working directly with Falck and City staff. It also involves dispatching and receiving equipment to remote locations and providing support to end users via phone or teams.

Responsibilities:

The successful candidate will manage IT hardware and software provisioned to all Falck employees, liaising with third-party vendors for support. They will also provide IT support to the business, EMT’s, and other vendors. The role involves hands-on support in coordination with third-party vendors and working with a ticketing system (ServiceNow).

Reporting to the US Infrastructure Lead, the candidate will be required to:

• Provide IT support on company-provisioned hardware and applications
• Manage workload within Service Now IT Service Desk and educate end-users on IT self-service tools
• Understand, follow, and promote IT processes and governance
• Manage hardware installations, patch updates, and system support
• Fulfil onboarding and offboarding requests
• Manage and Support ePCR hardware for local and remote locations
• Develop and provide education to Falck staff on IT-related matters
• Manage current and future EMS products
• Support Falck-provided IT equipment and vehicle-mounted technology
• Troubleshoot network issues between Service Desk and ISP
• Support local PBX and UCaaS services
• Troubleshoot and support Cell Phones and Tablet devices
• Provide 'hot hands' support/remote access to network engineers on network equipment
• Image company-provided PCs using SCCM and Autopilot
• Maintain and manage inventory of equipment
• Configure end-user equipment
• Manage and asset-track all IT equipment
• Troubleshoot hardware issues and repair on premise or warranty repair to supplier
• Maintain and support printer support, escalating to third-party where necessary
• Install and support meeting room and office equipment
• Support in physical move of equipment
• Manage cable infrastructure and patch panels
• Carry out IT audits at all locations
• Maintain accurate record of company-provided IT equipment, applications, and account licensing within CMDB
• Coordinate patching and other compliance with central functions
• May Perform other tasks as assigned to support Falck and the City EMS Division

Skills, Qualifications, & Experience:

Essential

• Technical knowledge and experience supporting MS Products such as Windows 11, Windows 10, Office 365 packages, OneDrive, SharePoint, Teams, Copilot
• Strong knowledge of Laptop/Desktop PC hardware and mobile/office telephone
• 1st line support level network experience
• Good communication skills
• Able to travel and work away from home when required
• Ability to work and support end users remotely
• Ability to prioritize workload and pivot between projects based on severity
• Knowledge on best practices on information and Security protocols

Desirable

• Previous experience in hardware support/onsite role
• CompTIA Network qualified or equivalent experience
• CompTIA A qualified or equivalent experience
• Good hand with documentation and administration of processes and IT objects
• ITIL foundation qualification or experience of following ITIL practices
• Agile foundation qualification or experience of following Agile practices
• Experience with using Service Now tool
• Working with SCCM or Autopilot
• Experience with MDM and managing APK
• New site setup and server cabinet/patch panel experience
• Knowledge of ambulance, dispatch, and billing operations

Falck is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

Job Type: Full-time

Pay: $66,650.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years
• 4 years
• 5 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• What type of MS Products do you have experience with? Please list them here.
• This position will be required to work Monday - Friday in office. Are you comfortable moving forward?

Experience:

• IT: 3 years (Required)
• Help desk: 3 years (Preferred)

Ability to Commute:

• Orange, CA 92868 (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person