Associate IS Support Technician - Field Tech Services

Field Technician Services Specialist

Providence caregivers are not simply valued – they're invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them. Join the Field Technician Services Team! Are you ready to be the IT hero behind the doctors, nurses, procedure techs supporting patient care? As a Field Tech Services Specialist, you'll be the go-to problem solver for caregivers and customers—making tech headaches disappear and delivering top-notch IT services with a smile. Your mission? Fast, accurate support and unforgettable customer experience. This isn't just a job—it's a chance to make a real impact every day. You'll be the friendly voice that turns frustration into relief, the tech-savvy guide who keeps caregivers focused on what matters most: caring for others.

What You'll Need to Do to be successful in this role:

• Be the Lifeline: Resolve caregiver issues and fulfill IT service requests.
• Deliver WOW Moments: Provide timely, accurate support while keeping customer satisfaction front and center.
• Stay Flexible: Other duties as assigned—because superheroes adapt!
• Resolve user issues involving various endpoint devices, printers, phones, mobile devices, computers, operating systems, network infrastructure technologies, and telehealth technologies, etc.

Your Superpowers: Communication Ninja

• Speak tech in plain English—make caregivers feel heard and understood
• Listen like a pro, interpret needs, and keep everyone in the loop until resolution
• Calm the storm: De-escalate tense situations with caregivers and vendors
• Tailor your message for clinical and technical audiences alike
• Bonus: Minimal personal mobile use may be required (you've got this!)

Critical Thinking Wizard

• Use every tool in your arsenal—knowledge articles, team input, and logic
• Know when to escalate and who to call for backup
• Navigate complex technical environments with confidence
• Bounce back from setbacks and help uncover root causes to improve systems

Customer Champion

• Put caregivers first—always
• Handle requests like a pro, ensuring smooth handoffs and zero duplicate info
• Build strong relationships and assess needs with empathy
• Take ownership of satisfaction and define solution options that shine

Independent Operator

• Pivot like a boss when priorities shift
• Learn fast, stay calm, and keep customers satisfied
• Keep tickets updated, workflows optimized, and SLAs met
• Plan ahead, remain flexible, staying focused on today's tasks

Team Player Extraordinaire

• Collaborate across teams and vendors to keep systems stable
• Share knowledge, support teammates, and celebrate wins together
• Participate in initiatives and on-call rotations
• Trust, adapt, and maximize efficiency as a united force

Time Management Guru

• Show up on time, prioritize like a pro, and communicate when timelines shift
• Use tools effectively, meet SLAs, and escalate issues promptly
• Recommend workflow improvements that make life easier for everyone

Required Qualifications:

• H.S. Diploma -OR- GED

Preferred Qualifications:

• Associate's Degree in Computer Science, Electrical Engineering, Information Systems or a related field of study -OR- a combination of equivalent education and experience
• Coursework/Training: Current certification A+, Network+, CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MSDBA
• 2 or more years of experience in remote or IS field technical support
• 2 or more years of Healthcare IS Experience
• Clearly documents issues, steps taken, and resolutions in user-friendly terms
• Builds trust and strong working relationships
• Prioritizes tasks effectively and communicates when timelines are at risk
• Uses time management tools in alignment with policies/procedures
• Understands technical/application troubleshooting and persists through setbacks

Why Join Providence? Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

About Providence At Providence, our strength lies in Our Promise of "Know me, care for me, ease my way." Working at our family of organizations means that regardless of your role, we'll walk alongside you in your career, supporting you so you can support others. We provide best-in-class benefits and we foster an inclusive workplace where diversity is valued, and everyone is essential, heard and respected. Together, our 120,000 caregivers (all employees) serve in over 50 hospitals, over 1,000 clinics and a full range of health and social services across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. As a comprehensive health care organization, we are serving more people, advancing best practices and continuing our more than 100-year tradition of serving the poor and vulnerable.

Providence offers a comprehensive benefits package including a retirement 401(k) Savings Plan with employer matching, health care benefits (medical, dental, vision), life insurance, disability insurance, time off benefits (paid parental leave, vacations, holidays, health issues), voluntary benefits, well-being resources and much more. Learn more at providence.jobs/benefits.

Applicants in the Unincorporated County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Unincorporated Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

About the Team Providence Shared Services is a service line within Providence that provides a variety of functional and system support services for our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

Providence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings that are free from all forms of unlawful discrimination and harassment on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law. We believe diversity makes us stronger, so we are dedicated to shaping an inclusive workforce, learning from each other, and creating equal opportunities for advancement.

Requisition ID: 406709 Company: Providence Jobs Job Category: Operations & Support Job Function: Information Technology Job Schedule: Full time Job Shift: Day Career Track: Technical/Skilled Support Department: 4011 SS IS STE CT SRVC AK Address: AK Anchorage 3200 Providence Dr Work Location: Providence Alaska Medical Ctr-Anchorage Workplace Type: On-site Pay Range: $28.41 - $43.47 The amounts listed are the base pay range; additional compensation may be available for this role, such as shift differentials, standby/on-call, overtime, premiums, extra shift incentives, or bonus opportunities.