Technical Support Specialist-Field Services

Villa Healthcare is hiring a field-based technical support specialist to provide remote and onsite IT assistance to nursing homes and skilled nursing facilities.

Responsibilities

• Deliver frontline technical support via 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 support requests; provide status updates; escalate complex issues to the appropriate internal team or vendor.
• Install, configure, maintain, and deploy computers, peripherals, mobile devices, and other IT equipment across supported facilities.
• Perform approved software installs, system updates, workstation rebuilds, and equipment replacements.
• Complete approved user account tasks, including account setup, password resets, and access modifications per company policies.
• Support employee onboarding and offboarding, including workstation setup, account access, equipment deployment, and equipment collection.
• Maintain accurate IT equipment inventory records, including assignments, transfers, replacements, and asset tracking.
• Coordinate equipment repairs, reassignment, reuse, retirement, and disposal according to organizational procedures.
• Execute and document approved data sanitization procedures before equipment reassignment, disposal, or return.
• Provide technical guidance to employees on supported applications, equipment, and troubleshooting steps.
• Maintain accurate technical documentation, support records, and time and travel records.
• Coordinate support activities with facility leadership, clinical staff, administrative personnel, and internal IT teams.
• Follow policies for information security, confidentiality, infection prevention, and resident privacy.
• Perform other duties as assigned.

Requirements

• Associate degree or higher in Information Technology, Computer Science, or a related field.
• 1–3 years of IT support, technical troubleshooting, or related experience.
• Working knowledge of Windows, Microsoft Office, computer hardware, printers, peripherals, and basic networking.
• Knowledge of Active Directory account administration, including user 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 technical knowledge.
• Ability to work independently, manage competing priorities, and respond to requests in a timely manner.
• Ability to collaborate 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.
• Maintain confidentiality and use sound judgment when handling sensitive company, employee, and resident information.
• Adapt to changing technical needs and support multiple facility locations.
• Availability to work about 60% of the time at the Southfield, MI office and travel about 40% of the time to supported facilities.
• Valid driver’s license and reliable transportation required.

Technologies

• Windows operating systems
• Microsoft Office applications
• Active Directory
• IT ticketing systems
• Remote support tools

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

Preferred Skills & Abilities

• Familiarity with IT ticketing systems, remote support tools, inventory management, and data sanitization procedures preferred.
• Familiarity with clinical applications and healthcare technology systems preferred.
• CompTIA A+, Network+, or relevant Microsoft certification preferred.
• Experience working in healthcare, skilled nursing, managed IT services, or other multi-location environments preferred.

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 up to 50 pounds, with or without reasonable accommodation.
• Ability to perform physical tasks related to 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.
• Regular travel between the Southfield, MI office and supported facilities, approximately 40% of the time.