Technical Field Support Specialist

Who We Are and Why Join Us 
At OnMed, our purpose is simple but powerful...to improve the quality of life and sense of well-being in our communities by bringing access to healthcare to everyone, everywhere. Our path to everywhere has already begun, with our innovative CareStation, a small but mighty, Clinic-in-a-Box, bringing #healthcareaccess anywhere with an outlet to plug it in. Poised to become a key component in America’s public health infrastructure, the OnMed CareStation is the only tech-enabled, human-led, hybrid care solution that combines the comprehensive experience, trust, and outcomes of a clinic, with the rapid scalability of virtual care. 

At OnMed, every role, every day, is directly impacting the communities we serve. You’ll join a high-performing purpose-driven team, innovating to break down the barriers that keep people from the care they need. 

This is not just a job...it's a movement to bring access to healthcare where and when people need it most. It’s healthcare that shows up. 

Who You Are 

As a Technical Field Support specialist at OnMed, you will serve as the first point of contact for our users and partners seeking technical assistance. Your role will require genuine commitment to helping our partners and clients deliver quality healthcare through OnMed to patients. You will collaborate closely with cross-functional teams across hardware and software, often involving innovative and proprietary technologies. Your expertise in supporting our users, following up with their concerns, and documenting their experiences will be key to driving the success of our products. 

Role’s Responsibilities    

• Serve as the initial point of contact for all field support issues through multiple channels including chat, calls, and emails  

• Ensure that issues are logged, investigated, and resolved in a timely manner by addressing them if possible, escalating more complex technical incidents to appropriate teams, and following up until the problems are resolved 

• Provide on-call support on rotation 

• Document and update support tickets, incident reports, Standard Operating Procedures, and other internal documents as issues arise

• Install, configure, and maintain hardware, software, and network devices including Commercially available and custom OnMed specific Software and devices 

• Configure and deploy Network hardware (e.g., Ubiquity Gateways and managed switches), decommission and recycle old hardware 

• Work with vendors and third-party support as needed to fix remote devices 

• Perform such other duties as may be assigned from time to time 

Knowledge, Skills & Abilities 

• Working knowledge of Windows 10/11 and Server 2022 operating systems 

• Technical writing and documentation skills along with excellent verbal communication skills 

• Familiar with administrative tools (Active Directory, Intune, etc.) 

• Familiarity of Networking (DNS/DHCP/Firewalls/VPN, etc.) 

• Experience with Ubiquiti network hardware and Workstations/Industrial PCs 

• Excellent diagnostic, troubleshooting and problem-solving skills 

• Familiar with common software such as Microsoft Office, Adobe Acrobat, zoom video conferencing 

• Must be able to work independently and highly detail-oriented 

Education & Experience 

• Associate’s degree or certifications in computer engineering, Information Technology, or equivalent  

• Minimum of 1 year providing on-call and/or IT support required 

• Healthcare IT experience supporting medical clients, EMR, and HIPAA understanding preferred 

Note: This role will require the ability to be “on-call” outside of normal office / work hours.  

OnMed provides a competitive salary and benefits package, including unlimited PTO and paid holidays. 

 The base salary range for this role is $80,000 - $90,000 commensurate with the candidate's experience, plus an annual discretionary performance bonus. 

 OnMed is a proud equal opportunity employer. All qualified applicants will be considered without regard to race, color, creed, religion, gender, sexual orientation, national origin, genetic information, disability, age, marital status, veteran status, or any other category protected by law. 

#LI-HYBRID