IT Support Service Technician

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Associate degree in Information Technology, Computer Science, Information Systems, or related field; OR
• Techn…