IT SUPPORT TECHNICIAN

OAA Orthopaedic Specialists•Allentown, PA

1d•Onsite

About The Position

The IT Support Technician provides front-line, Level 1 technical support to all employees across the organization and assists in the daily operation of the organization’s technology environment. This role focuses on end-user troubleshooting, device setup and maintenance, onboarding and offboarding processes, and user training. The technician supports business productivity applications, endpoint security tools, device management systems, Microsoft 365 cloud services, and network connectivity. Working closely with the Director of Information Technology, the IT Support Technician escalates advanced issues and helps maintain reliable, secure, and efficient IT operations across the organization. OAA Orthopaedic Specialists has been the preferred choice of the Lehigh Valley for comprehensive orthopaedic care for over fifty years. Our mission is to be the region's premier medical provider focused exclusively or orthopaedic care. To achieve this mission, OAA Orthopaedic Specialists seeks to employ individuals that strive to put the needs of our patients first and foremost. With internationally renowned physicians, state-of-the-art technologies, and various locations, OAA is home to some of the area's best and brightest employees. Our employees strive to provide a quality patient-centered experience to our patients and their families. OAA offers a great benefits package to include Health/Dental/Vision, Company paid Life/LTD and AD&D insurance, paid vacation, holiday and sick leave, and a 401(k) plan. OAA is an equal-opportunity employer.

Requirements

Associate's degree in Information Technology or a related field preferred, or equivalent experience.
Strong customer service and communication abilities.
Ability to follow procedures and document work accurately.
Solid foundational troubleshooting and analytical skills.
Ability to prioritize tasks and manage time effectively.
Willingness to learn new technologies in a fast-paced environment.
Team-oriented with the ability to work independently when necessary.

Nice To Haves

Relevant certifications such as CompTIA A+, Network+, or similar are a plus.

Responsibilities

Level 1 Technical Support: Provide first-line assistance for hardware, software, user access, account issues, and general technology problems.
Core Application Support: Assist users with Microsoft 365 applications, endpoint security tools, remote management platforms, access systems, and other foundational IT services.
Helpdesk Response: Manage and respond to support tickets promptly and professionally, escalating complex or high-impact issues to the Director of Information Technology when needed.
Onboarding/Offboarding: Perform account provisioning, access configuration, licensing, device setup, and equipment preparation following established procedures.
Device Configuration & Maintenance: Deploy, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment; ensure devices are enrolled in endpoint management and security platforms.
User Training & Guidance: Provide instruction on standard software tools, basic cybersecurity practices, MFA usage, and efficient technology workflows.
Account & Access Support: Assist with password resets, multi-factor authentication setup, user permissions, and general access management tasks within the Microsoft cloud environment.
Documentation & Inventory Management: Maintain accurate IT asset records, update system documentation, and contribute to internal knowledge base materials.
System Maintenance Assistance: Support routine maintenance activities including patch monitoring, endpoint health checks, and basic cloud service administration.
Collaboration: Partner with the Director of Information Technology during projects, system rollouts, cloud initiatives, and operational improvement efforts.
Security & Compliance: Follow organizational IT security standards, data protection policies, and healthcare privacy requirements.
Customer Service: Provide professional, patient-focused support and communicate clearly and effectively with end users.
Other Duties: Perform additional tasks as assigned to support overall IT operations.