Technical Support Specialist-Field Services

Job Description

Job Description

Villa Healthcare is seeking a Technical Support Specialist-Field Services to join their team! The Technical Support Specialist-Field Services is responsible for providing remote and onsite technical support to nursing homes and skilled nursing facilities. This position supports clinical and administrative staff by troubleshooting hardware, software, and network connectivity issues, maintaining IT equipment, and ensuring the functionality of technology systems. The role is responsible for responding to technical support requests, coordinating equipment installations and replacements, maintaining accurate documentation, and minimizing disruptions to facility operations and resident care while ensuring compliance with information security and confidentiality requirements. This location is based out of our Southfield, MI office full-time with the ability to travel to various care centers.

Don't miss out on this incredible opportunity to join the Villa Healthcare team and make a real difference in the lives of others. Apply today and take the first step towards a rewarding career as a Technical Support Specialist-Field Services with us at Villa!

Technical Support Specialist-Field Services Duties and Responsibilities:

• Provide frontline technical support through phone, email, ticketing systems, remote support tools, and onsite facility visits.

• Troubleshoot Windows operating systems, Microsoft Office applications, business applications, computer hardware, printers, peripherals, and basic network connectivity.

• Prioritize, track, and document technical support requests, communicate progress, and escalate complex issues to the appropriate support team or vendor.

• Install, configure, maintain, and deploy computers, peripherals, mobile devices, and other IT equipment across supported facilities.

• Perform approved software installations, system updates, workstation rebuilds, and equipment replacements.

• Perform approved user account setup, password resets, and access modifications in accordance with company policies and procedures.

• Support employee onboarding and offboarding processes, including workstation setup, equipment deployment, account access, and equipment collection.

• Maintain accurate IT equipment inventory records, including equipment assignments, transfers, replacements, and asset tracking.

• Coordinate equipment repairs, reassignment, reuse, retirement, and disposal in accordance with organizational procedures.

• Perform and document approved data sanitization procedures before equipment reassignment, disposal, or return.

• Provide technical guidance to employees regarding supported applications, equipment, and troubleshooting procedures.

• Maintain accurate technical documentation, support records, and time and travel records.

• Coordinate technical support activities with facility leadership, clinical staff, administrative personnel, and internal IT teams.

• Follow company and facility policies regarding information security, confidentiality, infection prevention, and resident privacy.

• Perform all other duties, as assigned.

Technical Support Specialist-Field Services Skills and Abilities:

• Working knowledge of Windows operating systems, Microsoft Office applications, computer hardware, printers, peripherals, and basic networking.

• Knowledge of Active Directory account administration, including user account management, password resets, and access modifications.

• Strong technical troubleshooting, analytical, and problem-solving skills.

• Strong verbal and written communication, customer service, and organizational skills.

• Ability to explain technical information and troubleshooting procedures clearly to employees with varying levels of technical knowledge.

• Ability to work independently, manage competing priorities, and respond to technical support requests in a timely manner.

• Ability to collaborate effectively with service desk personnel, facility staff, internal IT teams, and external vendors.

• Ability to maintain accurate technical documentation, equipment inventory records, and service request information.

• Familiarity with IT ticketing systems, remote support tools, inventory management, and data sanitization procedures preferred.

• Familiarity with clinical applications and technology systems commonly used in healthcare environments preferred.

• Ability to maintain confidentiality and exercise sound judgment when handling sensitive company, employee, and resident information.

• Ability to adapt to changing technical needs and provide support across multiple facility locations.

Technical Support Specialist-Field Services Education and Experience:

• Associate degree or higher in Information Technology, Computer Science, or a related field.

• 1–3 years of IT support, technical troubleshooting, or related experience.

• Experience working in healthcare, skilled nursing, managed IT services, or other multi-location environments preferred.

• CompTIA A+, Network+, or relevant Microsoft certification preferred.

• Availability to work approximately 60% of the time at the Southfield, MI office and travel approximately 40% of the time to supported facilities.

• Valid driver's license and reliable transportation required.

Physical Requirements: 

• Ability to remain in a stationary position for extended periods while working at a computer or providing remote technical support.

• Ability to frequently sit, stand, walk, bend, kneel, reach, and move throughout office and healthcare facility environments.

• Ability to lift, carry, move, and install computers, monitors, printers, and other IT equipment weighing up to 50 pounds, with or without reasonable accommodation.

• Ability to perform physical tasks associated with workstation installations, equipment replacements, cable connections, and hardware troubleshooting.

• Ability to perform repetitive hand and finger movements associated with typing, operating computer equipment, and handling technical devices.

• Ability to visually inspect computer screens, hardware components, network connections, and other technical equipment to identify and troubleshoot issues.

• Ability to access workstations, equipment storage areas, offices, and designated facility locations to perform technical support and installation tasks.

• Ability to travel regularly between the Southfield, MI office and supported facilities, approximately 40% of the time.

Villa Healthcare Full-Time Benefits:

• Daily Pay & Competitive Compensation

• 401(k) with company match

• Medical Insurance

• Dental, Vision, and Disability insurance

• Employee Assistance Program (EAP)

• Access to Villa Perks, an Employee Discount Program

• Innovative Training Programs

• Opportunity for Growth and Advancement

• Paid Time Off

• And much more!

Why Villa?

At Villa Healthcare, making people better is at the heart of everything we do—and that starts with our team. We don’t just provide care, we create moments of connection, dignity, and compassion that matter. “We never settle” isn’t just our motto—it’s our mindset. We push beyond the expected to uplift the lives of our guests, their families, and each other. Our people bring skill, heart, and purpose to their work, and in return, we offer support, growth, and a sense of belonging. When you join Villa, you’re not just joining a workplace—you’re becoming part of a mission that changes lives, including your own.

Apply to join a growing team today!

SHARED CODE OF CONDUCT:

B.E.T.T.E.R. is Villa’s Service Excellence Code of Conduct. Becoming a member of the Villa Team includes upholding Villa’s B.E.T.T.E.R. standards every day. Be Welcoming to All, Establish a Relationship, Trust & respect, Teamwork, Engage & Communicate & Recognize.

Villa Healthcare is an Equal Opportunity Employer and does not discriminate based on any protected rights such as race, color, nationality, gender, age, disability or any protected applicable right under the National Labor Relations Act.