IT Support Service Technician I

POSITION SUMMARY

The IT Support Service Technician I is an entry-level technical support position responsible for providing exceptional customer service and first-line technology support to physicians, clinical staff, surgery centers, and administrative personnel across Mid State Orthopaedic & Sports Medicine Center locations.

This role serves as the local face of Information Technology and is responsible for maintaining end-user productivity through installation, troubleshooting, maintenance, and support of hardware, software, network-connected devices, telecommunications equipment, and clinical technology solutions.

The position is designed as a developmental career path within Mid State Orthopaedic & Sports Medicine Center IT. Successful technicians are expected to progressively increase their technical expertise, leadership capabilities, project participation, and business knowledge, creating opportunities for advancement into senior technical, supervisory, management, and regional leadership roles.

ESSENTIAL RESPONSIBILITIES

End User Support (35%)

• Provide first-level technical support for clinics, surgery centers, and administrative offices.
• Respond to incidents, service requests, and technology issues in accordance with established service standards.
• Troubleshoot Microsoft Windows, Microsoft 365, printers, scanners, mobile devices, and peripheral equipment.
• Assist users with software, application, and access-related issues.
• Escalate complex issues to senior technicians or application specialists when appropriate.
• Deliver support in a professional, courteous, and service-oriented manner.

Device Deployment & Lifecycle Management (20%)

• Configure, stage, deploy, and maintain:
• Desktop computers
• Laptops
• Tablets
• Printers
• Mobile devices
• VOIP phones
• Clinical technology equipment
• Assist with workstation moves, office expansions, and facility openings.
• Support hardware replacement and refresh initiatives.
• Maintain accurate asset inventory records.

Clinical Technology Support (15%)

• Provide basic support for:
• Electronic Medical Records (EMR/EHR)
• Practice Management systems
• Imaging workstations
• Medical device connectivity
• Patient communications technologies
• Assist users with workflow-related technology issues.
• Work closely with clinical teams to minimize disruptions to patient care.

IT Operations & Documentation (10%)

• Create and update support tickets.
• Document troubleshooting steps and solutions.
• Maintain inventory, equipment, and location records.
• Follow established operational procedures and standards.
• Contribute to knowledge base documentation and training materials.

Security & Compliance (10%)

• Follow and promote Mid State Orthopaedic & Sports Medicine Center information security policies.
• Ensure HIPAA compliance in all technology activities.
• Support endpoint security initiatives.
• Report security concerns, suspicious activity, or policy violations.
• Participate in cybersecurity awareness initiatives.

Project Participation (10%)

• Assist with:
• New clinic openings
• Facility relocations
• Network upgrades
• System deployments
• Equipment refresh projects
• Software implementations
• Participate in testing and rollout activities.
• Support change management efforts within assigned locations.

LEADERSHIP EXPECTATIONS

Although this is an entry-level position, employees are expected to demonstrate:

• Ownership and accountability
• Initiative and continuous learning
• Professional communication
• Positive attitude under pressure
• Strong customer service skills
• Team collaboration
• Problem-solving capabilities
• Reliability and follow-through

Individuals exhibiting strong leadership capabilities may be selected for mentoring opportunities, project leadership assignments, and management development programs.

REQUIRED QUALIFICATIONS

Education

One of the following:

• Associate degree in Information Technology, Computer Science, Information Systems, or related field; OR
• Technical certification program; OR
• Equivalent combination of education, training, and experience.

Experience

• 0–2 years of technology support experience preferred.
• Experience in customer service, healthcare operations, or help desk support is a plus.
• Internship experience may be considered.

Technical Knowledge

Basic understanding of:

• Microsoft Windows
• Microsoft 365
• Active Directory concepts
• Networking fundamentals
• Mobile devices
• Hardware troubleshooting
• Printers and peripheral support
• Security and data privacy concepts

PREFERRED QUALIFICATIONS

• CompTIA A
• Microsoft Fundamentals Certifications
• Network (or willingness to pursue)
• Experience supporting healthcare environments
• Exposure to EMR/EHR platforms
• Experience with ticketing systems and asset management tools

PHYSICAL REQUIREMENTS

• Ability to lift and move equipment up to 50 pounds.
• Ability to work under desks, in wiring closets, and equipment rooms.
• Ability to stand, bend, carry, and travel between locations.
• Ability to drive to assigned practice locations.

SUCCESS MEASURES

The IT Support Service Technician I will be evaluated on:

• Customer satisfaction
• Ticket responsiveness and resolution
• Documentation quality
• Reliability and attendance
• Compliance adherence
• Technical skill development
• Professionalism
• Contribution to team initiatives
• Leadership growth and readiness for advancement