IT Engineer, Field Services Resource

About the Company

Pennant Services is one of the most dynamic and progressive companies in the rapidly expanding senior living, home health, hospice, and home care industries. Affiliates of Pennant Services now operate 180 senior living, home health, hospice, and home care operations across 14 states, and we are growing! These operations have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the “Service Center,” a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual agencies.

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. This is a hybrid role that will be supported remotely and onsite. 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 the resilient network and internet access.
• Effectively manage projects, ticket queues, and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).
• Proactively monitor and follow up on open projects and tickets, ensuring timely updates to customers and driving issues to resolution.
• 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 like 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.
• Travel locally and out of state is required; driving more than 2 hours is expected. 
• Financially responsible for IT/Travel Budgets.
• 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 of 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.
• Travel across your region to work directly with agency leaders—building relationships, solving real challenges, and driving frontline impact that can’t happen from behind a desk.

Additional Information

We are committed to providing a competitive Total Rewards Package that meets our employee’s needs.

From a choice of medical, dental and vision plans to retirement savings opportunities through a 401(k), company match and various other features, we offer a comprehensive benefits package. We believe in great work and we celebrate our employees' efforts and accomplishments both locally and companywide, recognizing people daily through our Moments of Truth Program. In addition to recognition, we believe in supporting our employees' professional growth and development. We provide employees a wide range of free e-courses through our Learning Management System as well as training sessions and seminars.

Compensation: $60,000 - $70,000 or based on experience

Type: Full Time

Location: Arizona or Nevada

Travel: Up to 50% travel may be required at times.

Pennant Service Center

1675 E. Riverside Drive, #150

Eagle, ID 83616

If interested in this position, please submit a resume for consideration. We look forward to hearing from you!

About The Pennant Group

We are proud to be affiliated with the Pennant Group, Inc. (NASDAQ: PNTG). Pennant was created in 2019 in connection with The Ensign Group, Inc.’s (NASDAQ: ENSG) spin-off of its home health, hospice, and senior living businesses. We believe that through our innovative operating model, we can foster a new level of patient care and professional competence at our independent operating subsidiaries and set a new industry standard for quality home health, hospice, and senior living services. You can learn more about The Pennant Group at www.pennantgroup.com