IT Technician

Pinnacle Fertility is a leader in physician-centric fertility care, supporting high-performing fertility clinics and comprehensive service providers nationwide. Guided by our mission of fulfilling dreams by building families, Pinnacle offers compassionate care, innovative technology, and comprehensive fertility treatment services to provide patients with a seamless and personalized journey to parenthood. Learn more at  .

Pinnacle Fertility is seeking a skilled, customer-focused IT Technician
to provide technical support for employees across our nationwide network of fertility clinics and corporate offices. This dual-function role is responsible for maintaining and troubleshooting our Voice over Internet Protocol (VoIP) telephone systems while also providing day-to-day help desk and IT support.

The ideal candidate has strong technical troubleshooting skills, experience supporting VoIP technologies, and a commitment to delivering exceptional customer service. This individual will play an important role in ensuring reliable communication systems, minimizing technology disruptions, and supporting employees in delivering exceptional patient care.

We are seeking an IT Technician to join our dedicated team at Pinnacle Fertility
. This is a full-time onsite position at one of our clinics in Ohio, Illinois, and Michigan.

• Provide day-to-day administration, maintenance, troubleshooting, and support for the organization’s VoIP telephone systems across multiple locations.
• Configure, deploy, and maintain VoIP phones, extensions, call routing, voicemail, auto-attendants, hunt groups, call queues, and related telecommunications features.
• Troubleshoot voice quality issues, dropped calls, connectivity problems, call routing errors, and other VoIP-related technical issues.
• Coordinate with telecommunications providers, internet service providers, and third-party vendors to resolve service disruptions and elevate complex technical issues.
• Assist with VoIP system installations, upgrades, migrations, and new clinic implementations.
• Support employee onboarding, offboarding, and location changes by provisioning, modifying, and deactivating telephone services and equipment.
• Monitor system performance, identify recurring issues, and recommend improvements to reliability and functionality.
• Maintain accurate documentation of phone configurations, call flows, system changes, and troubleshooting procedures.
• Assist with managing telecommunications equipment, licenses, inventory, and vendor support requests.
• Collaborate with IT and operational leadership to ensure telephone systems support clinic workflows, patient communications, and business continuity.
• Serve as a primary point of contact for employees seeking technical assistance with computers, software, hardware, connectivity, and other IT-related issues.
• Respond to, troubleshoot, and resolve help desk tickets in a timely and professional manner, prioritizing issues based on urgency and business impact.
• Provide technical support to employees working at corporate offices, clinic locations, and remotely.
• Install, configure, maintain, and troubleshoot desktops, laptops, monitors, printers, peripherals, and other IT equipment.
• Support Microsoft 365 applications, including Outlook, Teams, SharePoint, and One Drive.
• Assist with user account administration, password resets, access permissions, and multifactor authentication.
• Support employee onboarding and offboarding activities, including equipment preparation, software setup, account provisioning, and equipment recovery.
• Troubleshoot basic network connectivity, Wi‑Fi, VPN, and remote-access issues, escalating complex problems as appropriate.
• Provide basic technical support for clinic-specific software applications and coordinate with vendors or internal teams for advanced troubleshooting.
• Maintain accurate help desk ticket documentation, including troubleshooting steps, resolutions, and follow-up actions.
• Educate employees on technology best practices, common troubleshooting procedures, and appropriate use of company systems.
• Assist with maintaining accurate inventories of IT equipment, telecommunications devices, and assigned technology assets.
• Follow established IT security policies, access control procedures, and data protection requirements, including HIPAA-related safeguards.
• Identify and promptly elevate potential cybersecurity threats, suspicious activity, or security incidents.
• Support IT projects, including equipment refreshes,…