SCO IT Technician

SOUTHERN CALIFORNIA ORTHOPEDIC INSTITUTE Department:
Information Technology

Reports To:

IT Supervisor FLSA Status:
Non-Exempt Position Summary

The IT Technician I serves as a front-line representative of the Information Technology Department and is responsible for providing professional, courteous, and timely technical support to clinical, administrative, and operational staff across the organization.

The IT Technician I supports SCOI's mission by ensuring clinical and administrative technology systems remain operational and available to support exceptional patient care and organizational efficiency. This position provides first-level support for computer hardware, software, mobile devices, Microsoft 365 applications and services, printers, telecommunications systems, clinical applications, and user account administration.

The successful candidate must possess strong customer service skills, effective communication abilities, professionalism, and a willingness to learn and grow within a healthcare technology environment.

This position supports multiple clinic locations and requires reliable transportation for occasional travel between facilities.

• Provide first-level technical support to clinical, administrative, and operational staff.
• Troubleshoot and resolve hardware, software, operating system, and application-related issues.
• Assist end users with Microsoft 365 applications including Outlook, Word, Excel, Teams, and other approved business applications.
• Provide technical support for desktop computers, laptops, monitors, peripherals, and related equipment.
• Configure, deploy, maintain, and troubleshoot printers, scanners, and multifunction devices.
• Support mobile devices including smartphones and tablets operating on approved organizational platforms.
• Deliver prompt, professional, and courteous technical assistance while maintaining a customer-service-focused approach to support requests.
• Maintain a high level of customer service while responding to end-user requests and technical incidents.
• Educate users on approved technology practices and organizational procedures.

• Receive, document, prioritize, and resolve technical support requests through the organization's approved IT service management and ticketing system.
• Maintain accurate and thorough documentation of troubleshooting activities, resolutions, hardware deployments, software installations, account changes, and end-user interactions.
• Monitor assigned support requests through completion and provide timely communication and status updates to end users.
• Meet established service standards, response expectations, and documentation requirements.

• Create, modify, disable, and maintain user accounts within approved systems and environments in accordance with organizational procedures.
• Manage user access permissions, security groups, shared resources, and assigned technology resources.
• Assist users with password resets, account unlocks, and multi-factor authentication (MFA) enrollment and troubleshooting.
• Ensure user account administration activities comply with approved security and access control procedures.

• Prepare, configure, image, deploy, and replace desktop and laptop computers.
• Install, configure, and test approved software packages and technology solutions.
• Perform workstation setup and deployment activities for new employees and department relocations.
• Assist with hardware lifecycle management including equipment deployment, replacement, recovery, and disposal.
• Support workstation refresh projects and technology rollouts as directed.

• Provide first-level support assistance for approved clinical and business applications (Care Connect, iCAP, eForms, PACS, Visage, Centricity Practice Solution, SRS EHR, Fluency Direct, and other approved organizational applications).
• Escalate application-specific issues to senior IT staff, application specialists, or software vendors as appropriate.

• Provide basic support and troubleshooting for the organization's Mitel VoIP telephone environment.
• Assist end users with telephone setup, basic device configuration, and connectivity issues.
• Escalate advanced telecommunications issues as appropriate.

• Maintain confidentiality of patient, employee, financial, and organizational information.
• Comply with all HIPAA, privacy, security, and…