IT Engineer, Field Services

We invite you to join a team of people committed to supporting life-changing service and providing professional expertise to the companies we support and their leaders.

Something Else That Sets Us Apart From Other Companies Is The Quality Of Our Most Valuable Resources – Our People! We Are Dedicated To Living Out Our Culture As Defined By Our Core Values, “CAPLICO”

Customer Second

Accountability

Passion for Learning

Love One Another

Intelligent Risk Taking

Celebrate

Ownership

By incorporating these principles at all levels of our organization, our employees feel valued and excited about their impact on our service center team members and operational partners. Our culture fosters personal and professional excellence and promotes development that leads to continued success.

Job Summary

We are looking for a skilled IT Engineer, Field Services to join our team. In this role, you will deliver outstanding customer service and technical support to our Pinnacle businesses, focusing on caregivers and clinicians. Additionally, you will contribute to IT projects and support the development and maintenance of our technology infrastructure across Senior Living Communities in your region.

Duties & Responsibilities

• Serve as a dedicated resource to our Pinnacle business lines, executing infrastructure projects, performing site visits, managing acquisitions, and acting as an escalation point for Pinnacle-related issues.
• Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Assist in setting up and configuring network equipment, ensuring smooth and secure connectivity. Ensure communities have resilient networks and internet access.
• Effectively manage projects, ticket queues, and personal ticket backlogs, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).
• Proactively monitor and follow up on open projects and tickets, ensuring timely customer updates and resolving issues.
• Take ownership of assigned tickets, seeing them through from initiation to closure and providing regular updates to customers on the status of their requests.
• Provide hands-on support and end-user training for mobile devices.
• Stay organized and maintain accurate documentation of projects and support cases, troubleshooting steps, and resolutions for future reference and knowledge sharing.
• Collaborate with cross-functional teams to implement and maintain IT projects, such as system upgrades, migrations, and new application deployments.
• Contribute to creating and maintaining knowledge base articles and support automation tools such as chatbots and predictive AI.
• Up to 75% travel may be required at times.
• Other duties as assigned.
  
  

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

JOB REQUIREMENTS (Education, Experience, Knowledge, Skills & Abilities)

• A passion for technology
• BS Degree in Computer Science or Information Systems or equivalent experience
• 2 Years experience providing technical support.
• Experience with a ticketing system such as Zendesk or ServiceNow
• An understanding of Wi-Fi and VoIP
• Excellent problem-solving skills
• Willingness to learn new tech and advance your career.
• Good verbal and written communication skills
• A strong work ethic, with a focus on delivering quality service and support.
  
  

About The Company

The Pennant Group, Inc. is a young company consisting of two growing businesses: Cornerstone Healthcare, Inc. and Pinnacle Senior Living, LLC. Cornerstone is one of the most dynamic and progressive companies in the rapidly expanding home health, hospice, and home care industries. Affiliates of Cornerstone now operate close to 100 home health, hospice, and home care agencies across 13 states. Pinnacle is a leading independent and assisted living company, with approximately 50 senior living facilities operated by Pinnacle affiliates in 6 states. These operating companies have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the Pennant Service Center, a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT, and other resources and expertise necessary to allow local agency and community leaders and staff to focus squarely on day-to-day care and business issues in their operations.

Additional Information

Compensation: Based on Experience

Type: Full-time

Location: Boise, ID

Pennant Services

1675 E. Riverside Dr., Eagle, ID 83616

The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.