About this role
Job description
Field Engineer - Level 1
Role Level
Experience
L1 Field Engineer
2-4 years
Role Summary
The L1 Field Engineer provides hands-on, on-site support across hospitals, clinics and affiliated facilities. The role restores end-user technology quickly and safely, follows documented procedures, maintains accurate ServiceNow and asset records, and escalates complex or patient-care-impacting issues without delay.
Key Responsibilities
- Provide deskside support for Windows and Mac computers, monitors, workstations on wheels, clinical carts, mobile devices and approved peripherals.
- Perform first-line diagnosis of hardware, software, power, cabling, printing, scanning, barcode-reader, card-reader, conference-room A/V and connectivity issues.
- Execute standard break/fix activities, device swaps, loaner issuance, basic component replacement and post-repair validation using approved procedures.
- Complete standard IMACD requests involving installs, moves, adds, changes and disposals; coordinate scheduling and confirm successful user handover.
- Receive, stage and physically deploy endpoints; validate first boot, connectivity, approved image, applications and user profile readiness.
- Provide remote assistance through BeyondTrust when assigned and perform remote diagnosis before requesting an on-site dispatch where practical.
- Update ServiceNow tickets with actions, timestamps, user communication, resolution details and escalation notes; meet assigned response and resolution targets.
- Tag assets and update receipt, issue, return, location and lifecycle status in ServiceNow CMDB/AiM; support stock-room cycle counts.
- Provide basic smart-hands support under network-team direction, including closet inspection, cable verification, port checks and approved reboots.
- Support new-hire desk setup, device readiness checklists, go-live floor coverage and at-the-elbow assistance.
- Follow healthcare privacy, infection-control, safety, change-management and patch-compliance requirements while working in patient-care locations.
- Participate in on-call, after-hours and declared emergency coverage as scheduled; travel to assigned Tier 2 and Tier 3 sites.
Required Skills and Qualifications
- 2-4 years of deskside, field support or end-user computing experience in an enterprise environment.
- Working knowledge of Windows 10/11, macOS, Microsoft 365, TCP/IP, LAN/Wi-Fi fundamentals, printers and common peripherals.
- Experience using an ITSM tool such as ServiceNow and remote-support tools such as BeyondTrust or equivalent.
- Ability to safely lift and install typical endpoint equipment and travel between assigned facilities using reliable transportation.
- Strong customer service, communication, documentation and time-management skills; calm behavior in clinical or high-pressure settings.
- Associate degree, technical diploma or equivalent practical experience. CompTIA A+, ITIL 4 Foundation or Microsoft fundamentals certification preferred.
Performance Expectations
- Accurate, timely ticket updates and documented user confirmation before closure.
- High first-visit resolution and low repeat-dispatch rate for standard incidents.
- Accurate asset and CMDB updates after every deployment, move, swap or retirement.
- Consistent compliance with schedules, safety controls, escalation paths and on-call commitments.
Working Conditions
- On-site work at hospitals, clinics, offices, depots and affiliated facilities across South Carolina.
- Schedules may vary by hub. Tier 1 hospital coverage operates within a 07:00-19:00 ET window, with scheduled on-call outside that window.
- Participation in 24x7 coverage during declared emergencies, disasters, cyber incidents, weather events and other major operational events.
- Regular local/regional travel and occasional extended-site dispatch; valid driver license, reliable transportation and ability to meet client badging requirements.
- Ability to lift, carry and install typical endpoint equipment and work in communications closets, stock rooms and active clinical environments.
- Employment is subject to applicable background screening, drug testing, immunization, identification, privacy and security requirements for the assigned work location.