IT Field Service Specialist

The IT Field Service Specialist provides support to multiple clinics and other business locations, maintaining excellent relationships with customers and partners, ensuring clinics and other business location technology services needs are being met.

This role maintains a strong focus on resolving issues via ServiceNow tickets, which requires strong ability to prioritize and manage the ticket queue. Collaboration with other roles in IT and the business will be required to resolve advanced issues.

This is a hybrid position at ATI Physical Therapy's corporate headquarters office in Downers Grove, IL.

Work hours generally between 9am and 6pm Central time Monday-Friday.  Times may vary according to business need. On-call rotation schedule includes Saturdays.

ServiceNow tickets

• Review and work tickets assigned to the field support queue. Ensure tickets are processed in a timely manner, prioritizing clinic IT outages.
• Collaborate across IT and business divisions as needed to resolve issues.
• Collaborate with Sr. Field Service Specialists for assistance with advanced issues.
• Maintain a continuous improvement mindset while troubleshooting and repairing.
• Maintain positive relationships and clear communication with all customers across clinics and various departments to ensure services meet user needs.
• Review Customer Satisfaction Scores (CSAT) for areas of improvement and communicate with customers on how to better assist.
• Recommend and implement innovative methods which improve service.
• Participate as requested in special initiatives or projects.

Minimum Education Required:

• High School Diploma or equivalent

Preferred:

• Associate’s degree or higher

Minimum Experience Required:

• 1+ years’ work experience in an IT Service Management (ITSM) role such as help desk tech support.

Preferred:

• 2+ years help desk support in a multi-site environment.
• ServiceNow experience.

Knowledge Skills and Abilities:

• Experience utilizing a ticketing queue such as ServiceNow to resolve user needs.
• Strong customer satisfaction focus.
• Strong technical experience that can support remote clinic teams including knowledge of LAN/WAN networks and Active Directory, as well as troubleshooting skills for a variety of software (including Windows 11, Microsoft Office 365, Teams) and equipment (such as Wi-Fi/network equipment, laptop, desktops, printers).
• Strong knowledge of Information Technology Infrastructure Library (ITIL) principles & processes with a focus on service operation, service transition, and continual service improvement.
• Clear communication skills.
• Excellent organizational, time-management and written communication skills.

Licenses and Certifications

Required:

• None

Preferred:

• Technical certifications such as CompTIA A+, ITIL Foundation, HDI-CSR, Microsoft technical certifications, Cisco Certified Technician, Google IT Support Professional Certificate, CompTIA Network+