IT Support Service Technician I

Mid-State Orthopaedic and Sports Medicin•Alexandria, LA

About The Position

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.

Requirements

Associate degree in Information Technology, Computer Science, Information Systems, or related field; OR Technical certification program; OR Equivalent combination of education, training, and experience.
0–2 years of technology support experience preferred.
Experience in customer service, healthcare operations, or help desk support is a plus.
Internship experience may be considered.
Basic understanding of Microsoft Windows.
Basic understanding of Microsoft 365.
Basic understanding of Active Directory concepts.
Basic understanding of Networking fundamentals.
Basic understanding of Mobile devices.
Basic understanding of Hardware troubleshooting.
Basic understanding of Printers and peripheral support.
Basic understanding of Security and data privacy concepts.

Nice To Haves

CompTIA A+
Microsoft Fundamentals Certifications
Network+ (or willingness to pursue)
Experience supporting healthcare environments
Exposure to EMR/EHR platforms
Experience with ticketing systems and asset management tools

Responsibilities

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, and 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, and 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, and software implementations.
Participate in testing and rollout activities.
Support change management efforts within assigned locations.