IT Technician

Knoxville Orthopaedic Clinic (KOC) is seeking a knowledgeable, service-oriented IT Technician to support our Team Members and technology systems across the organization. This position serves as a key point of contact for end-user technical support, helping troubleshoot and resolve computer, software, and system-related issues both in person and over the phone.

The IT Technician is responsible for responding to help requests, troubleshooting technical issues, maintaining existing systems, assisting with the installation and configuration of new technology, and escalating issues when appropriate. This role also supports IT projects and other technology-related initiatives as needed.

Responsibilities

Troubleshooting (Primary Directives)

• Rapid Diagnostics: Listen generously by giving users undivided attention and using targeted questioning to identify root causes of hardware, software, and connectivity failures. 
• Clinical Prioritization: Get clear on expectations by discussing outcomes upfront and resolving issues based on their impact on patient care and established SLAs. 
• EHR & PACS Support: Provide expert-level support for imaging and records to do what’s best for the patient and ensure seamless clinic flow. 
• Root Cause Analysis: Relentlessly pursue improvement by analyzing incident trends to identify systemic problems and prevent future whirlwind disruptions. 
• Disciplined Resolution: Pay attention to the details to test, document, and verify all fixes, ensuring accuracy and long-term stability. 
• Technical Hand-offs: Act with integrity by owning the process and providing full documentation of all diagnostic steps taken when escalating complex issues. 

Operational Management

• Service Desk Response: Deliver legendary service by responding to incoming requests via telephone and email with a focus on professionalism and amazing the end-user.
• Lifecycle Documentation: Focus on process to record and track the entire problem-solving journey, including all successful and unsuccessful actions, through to final resolution.
• Deployment & Hardware: Look for the “yes” when performing hands-on fixes, finding resourceful ways to complete installs, upgrades, and configurations.
• Security Advocacy: Practice good stewardship by helping end-users secure patient information and follow compliance guidelines in their daily tasks.
• Expectation Management: Honor commitments by being reliable with follow-ups and notifying others early if a deadline or SLA cannot be fulfilled.
  

Position Requirements

Formal Education, Certification & Experience

• College diploma or university degree in computer science and/or 3 years equivalent work experience.
• IT certifications encouraged.
• Knowledge of basic computer hardware and desktop/server operating systems.
• Application support experience with MS Office, EHRs, or PACS systems.
• Working knowledge of a range of diagnostic utilities.

Personal Attributes: The Ideal Team Player

• Think team first: Practice the virtues of an ideal team player by being humble, hungry, and smart.
  • Humble: Find joy daily and handle all tasks without arrogance, keeping perspective even during high-pressure days.
  • Hungry: Pursue lifetime learning and exhibit the grit needed to overcome challenges and achieve results.
  • Smart: Communicate to understand by using simple language and anticipating how others will react to technical updates.
• Cultural Fit: Always ask why to foster healthy debate and embrace change as we continuously improve our clinical technology.
• Performance Focus: Deliver results through proven analytical and problem-solving abilities in a high-pressure environment.

Work Conditions

• 40-hour work week with local travel.
• Working at home and in the office flexibility.
• Some evening and weekend work required.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Join the KOC Team

At Knoxville Orthopaedic Clinic, our purpose is to improve lives through patient-centered care — every patient, every time. Since our founding in 1930, KOC has remained committed to providing high-quality orthopaedic care and an exceptional experience for the patients and communities we serve.

Knoxville Orthopaedic Clinic is an Equal Employment Opportunity (EEO) employer. We are committed to providing a positive work environment where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.