IT Field Technician – Albuquerque Metro Area (On-Site)

Must be able to work in person at various locations in the Albuquerque Metro

Who We Are

At UnityBPO, we deliver advanced Healthcare IT services that support clinicians across the country. Our technology and service solutions help healthcare organizations reduce costs, increase efficiency, and give clinicians more time to focus on patient care.

Supporting over 70,000 clinicians nationwide, UnityBPO partners with healthcare providers across acute care, post-acute, and ambulatory environments. Our team combines technical expertise with a commitment to service excellence to transform how healthcare technology supports patient care.

At UnityBPO, our mission is simple: Transform healthcare delivery by creating a better life, every day.

KEY RESPONSIBILITIES AND DUTIES

• Create an exceptional customer service experience by bringing your polished communications, patience and empathy to the customer.
• Resolve in-depth technical P.C. software and hardware problems by utilizing logical problem-solving skills and referencing documented processes and procedures. (Microsoft Office, Win11 VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony etc.).
• Provide trouble shooting assistance to clinicians, doctors, nurses and other caregivers and ensure their inquiries are resolved effectively.
• Effectively use remote assistant tools, including knowledge base, to diagnose customer issues to resolved within target time limits
• Take pride and responsibility to meet or exceed targeted performance metrics and objectives.
• Change is consistent in our environment and your adaptability to these changes is critical to our success.
• Your ability to learn effectively and apply multiple types of training platforms including classroom, on the job, web based, and job shadowing is essential to perform as expected.
• Use your innovative analysis ability to contribute to ongoing process and procedure improvements to enhance the customer experience.
• Appropriately document all required information into the ticketing system.
• Proactively identify opportunities to improve the environment and culture.
• Effectively escalate unresolved tickets to the appropriate team to ensure that the customer issue gets resolved.