Ophthalmology IT Desktop Support Technician

Job Description

Position Summary
The Desktop Support Technician provides first-level technical support to end users across
the organization, including workstation, laptop, mobile device, printer, and peripheral
support. The role serves as the initial point of contact for help desk requests and
coordinates with the IT Manager and outsourced IT vendors to resolve issues. This position
operates within a multi-location ophthalmology practice environment and supports the
Mod Med EMA and ASC ecosystem, clinical diagnostic devices, and the Microsoft 365 identity
and endpoint stack. The technician is expected to maintain patient-care continuity by
resolving clinic-impacting issues on the same day and by preparing devices for Monday morning open.

Essential Duties and Responsibilities

* Provide workstation support for laptops, desktops, and mobile devices, both on-premises and remote.

* Set up new user workstations, Microsoft 365 accounts, and mobile devices; assist with
new hire orientation as directed.

* Install, configure, and troubleshoot printers, scanners, and miscellaneous peripheral
devices.

* Diagnose, repair, install, and configure hardware and software for end users.

* Work with outsourced IT hardware and software vendors to resolve tickets and
complete projects.

* Communicate effectively with staff at all levels; exercise tact and discretion when
handling sensitive information.

* Maintain accurate ticket documentation and follow up with end users to confirm
resolution.

* Support ophthalmology diagnostic devices including Optos, OCT (Heidelberg),
Humphrey visual field, and Mod Med Kiosk iPads; triage image capture, storage, and
transfer failures in coordination with device vendors.

* Execute Mod Med EMA and ASC Firm Admin actions including TWAIN driver
deployment, Desktop Client updates, Kiosk app version compliance, and DDFE and CDF
AWS key rotation support.

* Execute HR-triggered onboarding and offboarding within defined SLA, including
account provisioning via Microsoft Entra , MFA enrollment, and 15-minute
deprovisioning with Intune device lock or wipe on termination.

* Coordinate ticket triage with the managed service provider (Layer Cake) under the
shared-hours model; close tickets in-house before phone rollover and route automated
and disk-space alerts appropriately.

* Participate in after-hours patch windows and Monday-morning clinic-open readiness
checks for Mod Med ASC, EMA, and diagnostic device connectivity.

* Provide white-glove, physician-facing support with clear escalation discipline for
partners and clinical leadership.

Equipment Operated
Workstations, laptops, printers, scanners, mobile devices, VoIP handsets, and standard
office equipment. Blue Print Office Management System. Mod Med EMA / EHR / ASC, iSolved
HCM, Microsoft 365 (Entra , Intune, Defender for Office 365, SharePoint, Teams),
Forti Gate firewalls, Sophos Intercept X, Blackpoint Cyber MDR, Connect Wise and Autotask
ticketing, and Ring Central phones.

Skills and Qualifications
Strong customer service orientation and professional communication skills.
Proficiency with Windows 10 / 11, macOS basics, and Microsoft 365 applications.
Working knowledge of Active Directory / Entra  administration.
Ability to prioritize competing requests in a clinic-hours-first environment.
SQL.
Automation and scripting.
Cloud.
Preferred:
Microsoft Intune administration, Entra l access and group
policy, and Power Automate flow authoring.

Education and Experience
Associate degree in Information Technology or related field, or equivalent work experience.
One to three years of desktop support or help desk experience preferred. Prior experience
in a healthcare or physician-practice environment is strongly preferred, with familiarity in
HIPAA-aligned handling of workstations, endpoints, and PHI-adjacent data flows.

Physical Demands

Must be able to lift up to 40 pounds, bend, kneel, and reach to install and service equipment.
Travel between ECA office locations in the metro Atlanta area is required.

Work Environment
Office and clinical settings within a multi-location ophthalmology practice. Occasional after hours and weekend work is required to support patch windows, vendor updates, and clinic open readiness checks

As part of the hiring process, Eye Consultants of Atlanta may conduct background checks and drug testing to ensure a safe and secure workplace. Offers of employment are contingent upon the successful completion of these screenings. By submitting your application, you acknowledge and consent to these procedures in accordance with applicable laws and regulations.

Eye Consultants of Atlanta complies with all state and federal regulations related to background checks and drug testing and maintains strict confidentiality of all results.