Service Technician

Summary

Description

This position is based out of our warehouse in Columbus, OH with extensive travel both regionally and nationally.

Purpose of Role:

Equiti Health products are video technology platforms that connect hospital patients with live, remote foreign language interpretation. Our platforms allow for clear communication between hospital staff and patients with limited English proficiency. These platforms are accessed through tablets (iPads, computers, and similar devices) located inside hospitals.

The Service Technician provides advanced implementation and field technology support for Equiti Health endpoints in complex healthcare environments. The role independently assesses device, operating system, application, wireless connectivity, configuration, and integration-readiness issues; applies judgment to resolve or escalate incidents and strategically drive utilization; and trains providers on system use and best practices. This role is essential in ensuring that our client partners view working with Equiti Health as a superior experience that distinguishes us from other video remote interpretation organizations.

The person filling this support role should be passionate about advancing health equity through improved foreign language access and willing to work with hospital staff nationwide. The company comprises passionate team members who collaborate in an inclusive, satisfying, and fast-paced environment. Our shared passion for health equity weaves us into a community that cares deeply about each other and our mission. Team members enjoy a sense of belonging and purpose that sets us apart from other employers.

Essential Responsibilities:

• Collaborate with passionate team members in a fast-paced and inclusive environment, fostering a sense of community and shared purpose in promoting health equity.
• Take ownership of assigned tasks and projects, ensuring successful completion while contributing to the Service Technician Team’s and Equiti Health’s overall success.
• Serve as the on-site technical liaison among hospital staff, client IT teams, Equiti Service Delivery, Support, Integrations, Product, and Engineering, translating technical findings into clear actions and maintaining ownership through resolution.
• Monitor device utilization trends across facilities, analyze usage patterns, and develop targeted strategies to increase adoption, optimize resource allocation, and maximize return on technology investments.
• Identify whitespace opportunities and underutilized areas within facilities through utilization analysis, stakeholder engagement, and workflow assessments, then implement action plans to drive increased usage and operational efficiency.
• Configure, provision, secure, and validate endpoints for deployment, including approved settings, user profiles, application installation, application updates, device enrollment, access permissions, and final operational testing.
• Deploy, validate, and support approved applications across multiple endpoint types, ensuring each device is prepared for the intended hospital workflow and meets documented configuration standards before release to users.
• Independently diagnose and resolve complex endpoint issues involving iPadOS/iOS, Android, and Windows laptops or computers, including operating system updates, application failures, audio/video functionality, and device performance.
• Troubleshoot Wi-Fi and network connectivity at client sites by validating device settings, authentication, signal availability, access requirements, and connectivity dependencies; document findings and coordinate advanced escalation with client IT and Equiti technical teams when needed.
• Identify recurring technical issues and improvement opportunities, perform basic trend and root-cause analysis, and contribute recommendations that improve device reliability, deployment quality, supportability, and the client experience.
• Create and maintain accurate technical documentation, including endpoint inventories, configuration records, installation checklists, service logs, troubleshooting notes, test results, known issues, and escalation details.
• Manage the shipping and receiving of Equiti-related equipment at hospitals.
• Coordinate and implement the movement of equipment to the proper hospital and department as directed by Equiti Service Delivery staff.
• Deliver equipment between hospitals, off-site clinics, and other locations.
• Build and maintain wheeled carts/stands that carry individual Equiti devices.
• Monitor Equiti Health devices in hospitals to ensure they are in working order.
• Exercise independent judgment in prioritizing incidents, selecting troubleshooting methods, determining whether equipment can return to service, and escalating risks that may affect patient communication, deployment schedules, or client operations.
• Assist in replacing non-functioning equipment.
• Support endpoint readiness for Epic-connected workflows and Equiti's broader portfolio of client integrations by executing documented configuration and validation procedures, collecting diagnostic information, identifying whether issues originate at the device, application, network, or integration layer, and routing defects to the appropriate technical owner.
• Develop and deliver role-based training for clinical, operational, and technical users on device operation, application workflows, basic troubleshooting, security practices, and escalation procedures; adapt instruction to the audience and validate understanding.

Knowledge, Skills and Abilities:

• Ability to pass a drug test and background check.
• Ability to comply with healthcare vendor guidelines for working inside medical facilities.
• Understanding of healthcare technology environments, patient-care workflow sensitivity, privacy and security expectations, and the need to coordinate changes with authorized hospital and Equiti stakeholders.
• Strict adherence to HIPAA, patient privacy, and confidentiality requirements.
• Strong customer-facing and client-relations skills.
• Strong project coordination, documentation, organization, and stakeholder-management skills, with the ability to balance scheduled deployments, urgent incidents, and changing client priorities.
• Strong time-management and organizational skills.
• Proficiency in creating, maintaining, and working with spreadsheets.
• Advanced working knowledge of iPadOS/iOS, Android, and Windows endpoints, including operating system maintenance, application deployment, device configuration, and systematic troubleshooting.
• Demonstrated ability to analyze ambiguous technical problems, evaluate alternatives, make sound decisions within established standards, and manage issues to resolution with limited day-to-day supervision.
• Working knowledge of wireless networking, authentication, firewalls, and common connectivity diagnostics sufficient to isolate endpoint and site-network issues.
• Working knowledge of mobile device management and endpoint management concepts, including enrollment, configuration profiles, application distribution, policy compliance, remote actions, and asset lifecycle controls.
• Ability to interpret technical documentation, workflow diagrams, configuration standards, release notes, logs, and test scripts, and to translate findings for both technical and nontechnical audiences.
• Experience supporting enterprise applications or integrated clinical workflows is preferred; experience with Epic-connected environments, APIs, interface concepts, or healthcare interoperability is strongly preferred.
• Ability to develop and deliver instructor-led and hands-on technical training, create user-facing job aids, coach end users, and reinforce adoption through follow-up education.
• Availability for on-call and off-hours work.
• Professional communication skills.
• Clear and effective verbal and written communication skills
• Excellent interpersonal skills.
• Strong mechanical and technical aptitude.

Education and Experience:

• Associate degree in information technology, computer science, networking, electronics, biomedical equipment technology, or a related technical field, or an equivalent combination of education, technical training, certifications, and directly relevant experience.
• Three or more years of progressive experience supporting enterprise endpoints, mobile devices, field technology, healthcare technology, or integrated applications in a client-facing environment is preferred.
• Experience delivering technical training to end users and documenting repeatable support, deployment, or configuration procedures is preferred.
• Ongoing professional development is expected to maintain proficiency with supported operating systems, endpoint-management tools, Equiti applications, client integration workflows, cybersecurity practices, and healthcare technology standards.
• Relevant Working Conditions/Physical Demands:
• Work in challenging environments, such as indoors/outdoors on hospital grounds, including the ED and patient care areas, but not inside patient rooms when patients are present.
• Ability to travel between various sites for up to 90% of work hours.
• Service Technicians may be required to travel to out-of-state accounts as needed.
• Frequently travel to different job sites, client locations, or project sites. This may involve hours of driving or flying and up to five days away from home.
• Perform physical labor, including standing, walking, lifting (up to 50 lbs.), unpacking boxes, and assembling equipment using small powered and manual hand tools.
• Adhere to strict safety protocols to mitigate risks associated with the work environment. This may include wearing personal protective equipment (PPE), following safety procedures, being mindful of hospital guidelines, and participating in safety training.
• Work irregular hours, including evenings or non-federal holidays (with exceptions for faith-based observed days), depending on project deadlines or client requirements. Candidates should be flexible and adaptable to accommodate changing schedules.
• Encounter technical challenges while troubleshooting equipment or implementing solutions in the field. Must possess problem-solving skills and the ability to think critically under pressure.
• Frequently interact with providers and other hospital staff. Strong communication and interpersonal skills are essential for effectively conveying technical information, addressing end-user concerns, and building positive relationships.
• Maintain accurate records, documentation, and reports of activities, including equipment inspections, service logs, and project updates. Attention to detail and proficiency in record-keeping are important for ensuring compliance and accountability.
• Demonstrate strong time management skills. Create schedules using a calendar and adhere to appointments while also accommodating last-minute changes per client needs.
• Ability to lift up to 50 pounds.

Equiti is an Equal Opportunity Employer Committed to creating a diverse and inclusive company culture.  We do not discriminate against candidates and employees due to age, disability, sex, race, gender identity, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.

The Company is committed to making modifications to its hiring process to make it accessible for people with disabilities.