IT Desktop Support Technician-Travel to other area clinics required.
About The Position
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 ModMed 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.
Requirements
- 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 ID account administration.
- Ability to prioritize competing requests in a clinic-hours-first environment.
- SQL.
- Automation and scripting.
- Cloud.
- 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.
Nice To Haves
- Microsoft Intune administration, Entra ID conditional access and group policy, and Power Automate flow authoring.
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 ModMed Kiosk iPads; triage image capture, storage, and transfer failures in coordination with device vendors.
- Execute ModMed 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 ID, MFA enrollment, and 15-minute deprovisioning with Intune device lock or wipe on termination.
- Coordinate ticket triage with the managed service provider (LayerCake) 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 ModMed ASC, EMA, and diagnostic device connectivity.
- Provide white-glove, physician-facing support with clear escalation discipline for partners and clinical leadership.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
