Job Title Onsite IT Support
Location Orange County, CA
Department IT
FLSA Status Exempt
Shifts hiring Full-time
Falck is a is a global emergency medical services provider originating from Denmark that services 3 states in the US including: California, Oregon, and Colorado. Falck has been operating in the US since 2010 and is one of the largest private providers of emergency medical services in the country today. Our BLS and ALS services impact not only the lives of our patients, but their families and communities.
Click on the below link for a short video about what it means to join Falck!
Compensation: $65,000 – 70,000 per year
What We Offer:
- Full-Time Benefits (Medical, Dental, Vision, Life)
- 401(k) with company match
- Training and Career Development
- Paid Time-Off
Position Summary:
Working within EMS in the US, we are looking for a strong, proactive IT professional to join our Digital Technology IT team. As a member IT, you will be responsible for providing the business with hardware and application support locally, remotely, and onsite. You will be the onsite IT support function and the face of IT, primarily based at our HQ in Orange, CA. As part of this role, travel may be required to provide support, with some cases at short notice and overnight stay. This role will require a flexible approach and should be considered when applying. This role supports the data and technology needs of both Falck and the City of Orange and LA EMS Division and will work directly with Falck and City staff.
Responsibilities:
The candidate will be responsible for managing some of the IT managed hardware provisioned to all Falck employees and working with 3rd party vendors for support.
As well as providing IT support to the business and the City, you will may also be required to support business operations with ePCR programs and CAD. With this mind, experience with working with solutions, such as Zoll RescueNet and is desirable.
Reporting to the US IT Manager, you will be required to carry out the following tasks:
Day to Day activities
- Provide IT support on company provisioned hardware and applications
- Manage workload within Service Now IT Service Desk and educate end-users on IT self-service tools
- Understand, follow, and promote IT processes and governance
- Manage application installations, patch updates, and support on systems
- Fulfil On/offboarding requests
- Manage and Support ePCR programs EMS Systems
- Develop and provide education to Falck staff on IT-related matters
- Manage current and future EMS products
- Support Falck-provided IT equipment and vehicle mounted technology (PC’s, Network, Telephony, Peripherals, etc.)
- Supporting and troubleshooting network issues between Service Desk and ISP
- Support local PBX and UCaaS services
- Troubleshooting and supporting Cell Phones and Tablet devices (iOS and Android) working with application management and Service Desk MDM team
- Provide ‘hot hands’ support/remote access to network engineers on network equipment
- Imaging of company provided PC’s using SCCM
- Wiping and cleaning of returned equipment and preparing for re-use, and maintain/manage inventory of equipment (e.g., computers, accessories)
- Configuration of end user equipment
- Manage and asset-track all IT equipment
- Troubleshoot hardware issues and repair on premise or warranty repair to supplier
- Maintain, and support printer support, escalating to 3rd party where necessary
- Installation and support of meeting room and office equipment
- Support in physical move of equipment
- Managing cable infrastructure and patch panels
- Carry out IT audits at all locations
- Maintain accurate record of company provided IT equipment, applications and account licensing within in CMDB
- Coordinate patching and other compliance with central functions
- Other tasks as assigned to support Falck and the City EMS Division
Qualifications & Experience:
Essential
- Technical knowledge and experience supporting MS Products such as Windows 10, Office 365 packages, 365, OneDrive, SharePoint, Teams/Skype
- Strong knowledge of Laptop/Desktop PC hardware and mobile/office telephony
- 1st line support level network experience
- Good communication skills
- Able to travel and work away from home when required
- Ability to work remotely
- Knowledge on best practices on information and Security protocols
Desirable
- Previous experience in hardware support/onsite role
- CompTIA Network+ qualified or equivalent experience
- Good hand with documentation and administration of processes and IT objects
- ITIL foundation qualification or experience of following ITIL practices
- Experience with using Service Now tool
- Working with SCCM
- Experience with MDM and managing APK
- New site setup and server cabinet/patch panel experience
- Knowledge of ambulance, dispatch, and billing operations.
- Ability to deliver training programs to assist with implementation and ongoing training on ePCR and other technology.
- Understanding of ePCR administration and the interfaces used to integrate the product with dispatch, field operations, billing, and other essential software programs.
- Understanding of ZOLL administration and the interfaces used to support business demand
Falck is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.
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