Field Support Technician

About the Role

This is an onsite, full-time position located at Akumin's Plantation Headquarters. The Field Support Technician provides technical support, serving as the primary physical anchor for the corporate headquarters. The role operates under a tiered support model, delivering direct, on-site assistance to staff and systems at the main office, followed by local hands-on technical support at neighboring locations as needed. Additionally, the role manages the centralized call queue and IT ticketing system to provide remote troubleshooting and support for all other offices, clinical locations, and remote users across the United States. This position collaborates with the Service Desk, Engineering, and Management teams to ensure seamless operations, high system uptime, and prompt resolution of hardware, software, and connectivity issues nationwide.

Key Responsibilities

• Main Office Support (Primary): Provides direct, hands-on, full-time technical support, hardware setup, and troubleshooting for all local users, workstations, peripherals, and network infrastructure at the corporate headquarters.
• National Remote Support & Queue Management (Tertiary): Manages, prioritizes, and resolves incoming IT support tickets and the centralized call queue, providing remote troubleshooting and support for clinical sites, offices, and remote users across the United States.
• Local On-Site Support (Secondary): Travels to neighboring office and clinical locations as needed to deliver hands-on technical assistance, hardware deployments, and physical system troubleshooting.
• Clinical & Corporate Systems Troubleshooting: Troubleshoots workflows, functionality, and remote connectivity issues for clinical systems (such as radiology/imaging systems) and corporate software applications.
• System Administration & Onboarding: Performs basic system administration, including user account setup and security access management (Active Directory, Okta MFA, Google Workspace), and provides training or technical documentation for end-users.
• Vendor & Team Collaboration: Collaborates with internal IT and Network Engineering teams on system migrations and deployments, and coordinates with external OEM/hardware vendors to resolve complex local infrastructure issues.
• Administration & Operations: Monitors local system uptime, assists with IT asset tracking, and performs other duties and projects as assigned by management.

Requirements & Tech Stack

• Demonstrated experience managing and prioritizing a high-volume call queue and ticketing system in a fast-paced environment.
• Intermediate knowledge of Service Desk systems, Citrix, Active Directory, Okta MFA, and O365 / Microsoft 365.
• Strong interpersonal and communication skills with the ability to support remote users and translate technical issues into plain language.
• Must be able to report to the office full-time.
• Capable to self-manage and prioritize a high volume of tickets in order to assist end users with their technical needs.
• 100% Travel may be required.

Qualifications

• Associate’s Degree in Information Technology or related field.
• Or 3 years of experience in handling service desk issues will be considered in lieu of an associate’s degree.
• Preferred: Bachelor's Degree in Information Technology.
• Preferred: 3–5 years of experience working in an IT support or service desk role.
• Preferred: Certificate from College or Technical School: CompTIA A+, Network+, or Microsoft 365 Certified Fundamentals / Modern Desktop Administrator.