Desktop Technician

Primary Objective (Job Purpose)

The IT Desktop Technician provides front-line technical support for CEENTA’s clinical and administrative staff. This role ensures the efficient operation of desktop systems, applications, and peripherals in a healthcare environment, with a focus on supporting EPIC EHR and other mission-critical systems.

Essential Functions (Duties/Responsibilities)

• Serve as the first point of contact for IT support requests via phone, remote tools, and in-person assistance.
• Troubleshoot and resolve hardware, software, and connectivity issues across desktops, laptops, printers, and mobile devices.
• Support EPIC EHR users by resolving access, performance, and workflow-related issues in coordination with application support teams.
• Install, configure, and maintain desktop operating systems and standard productivity applications.
• Maintain accurate documentation of support activities in the ticketing system.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Assist with onboarding and offboarding processes, including device setup and user access provisioning.
• Ensure compliance with HIPAA, security policies, and IT standards.
• Ability to meet the physical and mental demands of the position.
• The ability to work on-site.
• Predictable, reliable, and prompt attendance.

Skills and Abilities

• Strong troubleshooting skills in Windows OS, Microsoft Office Suite, and desktop hardware.
• Familiarity with EPIC EHR workflows and support procedures.
• Ability to communicate technical information clearly to non-technical users.
• Proficiency with remote support tools and ticketing systems.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Customer-focused mindset with a commitment to service excellence.

Core Competencies

• Technical Expertise: Demonstrates strong knowledge of desktop systems and healthcare IT tools.
• Problem Solving: Effectively identify issues and implement timely solutions.
• Communication: Communicates clearly and professionally with users and team members.
• Teamwork: Works collaboratively across departments to support organizational goals.
• Adaptability: Responds flexibly to changing priorities and emerging technologies.

Clinical Competencies (if applicable)

N/A

Training Period

There is a ninety (90) day training period for this position.

Accountability

Our mission is to be the premier eye, ear, nose, and throat group providing comprehensive, quality, and ethical healthcare to all in the Carolinas; to provide a favorable environment for the delivery of healthcare; and to provide for the wellbeing of the physicians and the employees of Charlotte Eye Ear Nose & Throat Associates, P.A.

Education

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).

Experience

• Minimum 2 years of experience in a desktop support or help desk role, preferably in a healthcare environment.
• Experience supporting EPIC EHR is strongly preferred

Certificates, Licenses, Registrations

• Relevant certifications (e.g., CompTIA A , Microsoft MCP) are a plus.

Work Environment

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

• IT Desktop Technicians report directly to the IT Operations Manager, with additional oversight from executive leadership as necessary.
• This position has no supervisory responsibilities.

Position Type and Expected Hours of Work

This is an exempt position with hours Mondays-Friday and weekends as required. The hours may change at a moment’s notice according to the business needs. There is also the possibility of an on-call after-hours rotation.

Physical and Mental Requirements

The physical and mental demands described 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.

Physical Demands: While performing the duties of this job, the employee is regularly required to sit, talk, or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms to assist patients and/or clinic staff. This position requires sitting for many hours at a computer screen. The employee may be required to lift to 40 pounds at times.

Mental Demands: The Service Desk Technician can be placed in mentally stressful situations. The need to think clearly, react appropriately and professionally are of the utmost importance.

Travel

Travel between offices at a moment’s notice to provide end user support will be necessary for this role.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. In addition to those essential functions identified above, individuals in this position are also responsible for performing other duties or tasks that may be assigned. CEENTA retains the discretion to ad or change the essential job functions of this position at any time without notice.

A Typical Day in the Position

A typical day for an IT Desktop Technician involves responding to support calls from employees and patients, providing remote and onsite assistance to resolve technical issues. Responsibilities include repairing hardware, upgrading and configuring computer systems, imaging devices, and ensuring reliable performance across clinical and administrative environments.