What are the responsibilities and job description for the Field IT Support Specialist position at Aspire Fertility Austin?
Job Details
Description
The IT Field Technician serves as the hands-on, on-the-ground IT presence across multiple healthcare facilities, ensuring reliable operation of end-user devices, network infrastructure, audiovisual systems, and clinical technology. This role operates as the physical extension of a remote IT team that provides helpdesk support, cloud administration, and IT project oversight. The field technician is responsible for all work that requires a physical presence — hardware deployment, cabling, rack work, and face-to-face end-user support — while collaborating daily with remote colleagues who handle escalations, cloud platform management, and project coordination. The ideal candidate is self-directed, communicates proactively with distributed teammates, and thrives working independently in a regulated healthcare environment.
Duties And Responsibilities
Desktop & End-User Support:
Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance. FREE or low-cost employee-only healthcare coverage option is also available.
Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.
Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.
Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!
Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.
Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.
Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.
Rewards for Connections: Earn extra money with our Employee Referral Program—your network is invaluable!
Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.
Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness.
Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them.
Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.
Description
The IT Field Technician serves as the hands-on, on-the-ground IT presence across multiple healthcare facilities, ensuring reliable operation of end-user devices, network infrastructure, audiovisual systems, and clinical technology. This role operates as the physical extension of a remote IT team that provides helpdesk support, cloud administration, and IT project oversight. The field technician is responsible for all work that requires a physical presence — hardware deployment, cabling, rack work, and face-to-face end-user support — while collaborating daily with remote colleagues who handle escalations, cloud platform management, and project coordination. The ideal candidate is self-directed, communicates proactively with distributed teammates, and thrives working independently in a regulated healthcare environment.
Duties And Responsibilities
Desktop & End-User Support:
- Provide Tier 1/Tier 2 troubleshooting for desktops, laptops, thin clients, printers, and peripherals across all assigned sites
- Image, configure, and deploy workstations using standardized builds (SCCM, Intune, or equivalent MDM tooling)
- Perform hardware break/fix including component swaps, warranty coordination, and parts ordering
- Support clinical applications and EHR workstations in coordination with application teams
- Respond to and resolve service desk tickets within SLA targets; escalate appropriately when needed
- Install, terminate, and test Cat5e/Cat6 structured cabling; patch and label per standards
- Mount, configure, and troubleshoot wireless access points, network switches, and patch panels
- Perform basic switch port configuration (VLAN assignment, PoE verification) under direction of network engineering
- Maintain IDF/MDF cleanliness, cable management, and documentation
- Assist with network moves, adds, and changes (MACs) during facility expansions or renovations
- Install and support conference room AV systems including displays, cameras, microphones, and digital signage
- Troubleshoot video conferencing platforms (Teams, Zoom) and room booking panels
- Perform routine preventive maintenance on AV equipment; coordinate vendor repair when needed
- Support executive meeting room setups and live event technical requirements
- Track all IT assets from procurement through decommission using the organization’s ITAM system
- Receive, inventory, and stage new equipment; apply asset tags and update records
- Execute hardware refresh projects per the approved lifecycle schedule
- Perform secure data sanitization and coordinate e-waste disposal in compliance with HIPAA and environmental regulations
- Maintain accurate records of spares, loaners, and depot stock at each site
- Adhere to HIPAA Security Rule requirements in all technical work; safeguard PHI on devices and during transport
- Document all work performed in the ITSM ticketing system with clear, professional notes
- Maintain site-specific runbooks, network diagrams, and equipment inventories
- Participate in IT audit preparation and evidence gathering as directed
- Serve as the on-site hands and eyes for the remote IT team; execute physical tasks directed by cloud administrators and project managers
- Communicate site conditions, progress, and blockers in real time via Teams, Slack, or the organization’s designated collaboration platform
- Participate in daily standups and weekly planning sessions with the remote team to align on priorities and project timelines
- Coordinate with remote helpdesk staff on escalated tickets that require physical intervention (hardware swaps, cable traces, site inspections)
- Provide site-level context and photos/documentation to support remote cloud and infrastructure decision-making
- Flag on-the-ground risks, facility changes, or environmental issues that the remote team cannot observe directly
- High school diploma or equivalent required; Associate’s degree in IT or related field preferred
- 0–2 years of hands-on IT support experience (internships, help desk, or field tech roles count) is required
- Working knowledge of Windows 10/11, Active Directory, basic networking (TCP/IP, DNS, DHCP) is required
- Familiarity with hardware troubleshooting for desktops, laptops, printers, and mobile devices is required
- Valid driver’s license, reliable personal vehicle, and proof of insurance (mileage reimbursed per policy) is required
- Ability to lift up to 50 lbs. and work in server rooms, ceiling spaces, and under desks is required
- Strong written and verbal communication skills; ability to explain technical issues to non-technical staff is required
- Comfortable working autonomously on-site while coordinating with a remote team via chat, video, and ticketing tools is required
- CompTIA A , Network , or equivalent industry certification
- Experience in a healthcare or HIPAA-regulated environment
- Exposure to endpoint management platforms (SCCM, Intune, JAMF)
- Basic familiarity with structured cabling, IDF/MDF environments, and rack-mount hardware
- Experience with ITSM platforms (ServiceNow, Jira Service Management, or similar)
Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance. FREE or low-cost employee-only healthcare coverage option is also available.
Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.
Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.
Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!
Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.
Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.
Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.
Rewards for Connections: Earn extra money with our Employee Referral Program—your network is invaluable!
Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.
Premium Calm Health Subscription: Enjoy a free premium Calm Health app subscription to support your mental wellness.
Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them.
Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.