Field Services Engineer Jacksonville, FL

Field Services Technician

This is a fulltime opportunity.

Job Location:  Jacksonville, Florida

Novocardia is on a mission to transform the delivery of cardiovascular care for all by building the national cardiovascular network of choice for high quality, high value care.  We are working to empower clinicians across the United States to consistently deliver higher-quality, prevention-focused, patient-centered care, enable clinicians to be rewarded for focusing on these services for their patients, and deliver care now that avoids more advanced disease down the line.

We are seeking a talented and experienced individual to join our growing team as a Field Service Technician.  This role affords a singular opportunity to work closely with a world-class team to help build a disruptive, mission-driven, physician-led clinical delivery organization from the ground up! 

Chronic disease is the dominant cause of avoidable healthcare spending and death in the United States and worldwide.  Fortunately, much of this disease burden and associated spending is potentially avoidable through delivery of more proactive, prevention-focused care.

Our founding team has decades of experience in clinical medicine, payer and provider leadership, government, data science, and clinical operations.  We are deeply passionate about improving care quality, and providing more Americans with access to great, evidence-based chronic disease care. We are also deeply committed to building more sustainable and durable payment models for this care – models that reward clinicians for delivering the right care, in the right place, at the right time.  

We are looking for high integrity, mission-oriented people who are passionate about improving the quality and value of chronic disease care in America, excited to join a dynamic, rapidly-growing, and diverse team, and want to build a disruptive, world-class business.  We are humble, ambitious, learning-oriented, focused on execution, and all in on this venture and vision.  Come join us!

Overview

The Field Services Technician is responsible for analyzing, troubleshooting, and evaluating technology issues in the field for corporate and practice team members. The Field Service Technician is a key role in executing Novocardia’ strategic vision. The role involves delivering exceptional customer service and support to end-users and managing the flow, resolution, or possible escalation of service desk and/or onsite support requests. This is a remote position with frequent local travel within the hiring area. 

• Acutely aware of being the “Face of IT” to the organization representing Novocardia with professionalism, integrity, and exceptional customer service resulting in a high degree of trust.
• Travel to client offices to provide high-level support for all hardware and application issues.
• Percentage of travel 50% or more.
• .Address a wide variety of complex issues with an emphasis on end-user technology.
• Provide ongoing root-cause analysis to put solutions in place that minimize repetitive requests and maximize end-user productivity and customer satisfaction Responsible for deploying and supporting desktops, laptops, printers, phones, mobile and other technology, and software to end-users in a consistent manner while following documented standards.
• Installing and configuring hardware and software components to ensure usability.
• Troubleshooting hardware and software issues.
• Repairing or replacing damaged hardware.
• Upgrading systems to enable compatible software on all computers.
• Installing and upgrading anti-virus software to ensure security at the user level.
• Performing tests and evaluations of new software and hardware.
• Providing support to users and being the first point of contact for error reporting.
• Establishing good relationships with all departments and colleagues.

• Managing technical documentation.

• 2 - 4-year degree in IT or related field and / or relevant technical certifications / or 3–5-year relevant work experience
• 3-5 years of relevant work experience.
• Knowledge in Windows 10/11, Active Directory, Microsoft 365, hardware, and helpdesk ticketing software and processes.

• Exceptional logical troubleshooting skills across the enterprise technology stack.
• Strong technical ability.
• Basic Active Directory/ Azure AD management skills.
• Basic Networking skills.
• As a customer-facing position, the Field Service Technician must have professional communication skills with all levels of the organization, the ability to interact with a wide variety of personality types, and exceptionally good follow-up / follow-through skills.
• A sense-of-urgency with internal motivation and capacity to work in a demanding, high-energy, fast-paced environment.
• A collaborative team member with a continuous improvement mindset.
• The employee must have reliable transportation to drive to and from client offices.
• The employee must be willing to be in an on-call rotation, and to work after-hours at times.

Nice to Haves:

• Familiarity with Microsoft O365 Admin Tools
• Familiarity with OKTA SSO
• Bilingual in Spanish and English

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job the employee is regularly required to sit; use hands, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.
• The employee must be able to lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Employee must be able to sit for up to eight hours in a workday.
• Ability to function in highly stressful situations.
• Legally and physically able to drive a motor vehicle.
• Keep motor vehicle insurance and registration up to date.
• Obey all traffic laws while traveling on company time.

Novocardia provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to religion, race, creed, color, sex, sexual orientation, alienage or citizenship status, national origin, age, marital status, pregnancy, disability, veteran, or military status, predisposing genetic characteristics or any other characteristic protected by applicable federal, state, or local law.

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