IT Technician

Pinnacle Fertility•Akron, OH

17d•Onsite

About The Position

Pinnacle Fertility is seeking a skilled, customer-focused IT Technician to provide technical support for employees across its nationwide network of fertility clinics and corporate offices. This dual-function role maintains and troubleshoots VoIP telephone systems while providing day-to-day help desk and IT support. The technician helps ensure reliable communications, minimize technology disruptions, and support employees in delivering patient care. This is a full-time onsite position at one of Pinnacle Fertility’s clinics in Ohio, Illinois, or Michigan. The role supports VoIP systems across multiple locations, including system administration, configuration, troubleshooting, installations, upgrades, and vendor coordination. It also provides employee support for computers, software, hardware, connectivity, Microsoft 365, user accounts, and clinic-specific applications. The technician maintains accurate technical and ticket documentation, supports onboarding and offboarding, assists with IT projects and asset inventories, follows security and data-protection procedures including HIPAA-related safeguards, and collaborates with IT colleagues, clinic leadership, and vendors. Compensation offers are based on experience, skills, and qualifications; salary and benefits details will be provided during the interview process.

Requirements

Associate degree in Information Technology, Computer Science, Telecommunications, or a related field; equivalent relevant experience may be considered.
At least 2–3 years of experience in IT help desk, desktop support, or technical support.
Hands-on experience administering or troubleshooting VoIP telephone systems.
Working knowledge of VoIP technologies, including SIP, call routing, extensions, and IP phone configuration.
Proficiency supporting Windows operating systems, Microsoft 365 applications, and standard business technology.
Familiarity with basic networking concepts, including TCP/IP, DNS, DHCP, VLANs, and network connectivity troubleshooting.
Experience using an IT ticketing or service management platform.
Strong analytical, troubleshooting, and problem-solving abilities.
Excellent verbal and written communication skills, including the ability to explain technical concepts to nontechnical users.
Strong organizational skills and ability to manage multiple priorities in a fast-paced, multisite environment.
Commitment to customer service, responsiveness, and professionalism.
Ability to work independently and collaborate effectively with other IT professionals.

Responsibilities

Administer, maintain, troubleshoot, and support VoIP telephone systems across multiple locations.
Configure, deploy, and maintain VoIP phones, extensions, call routing, voicemail, auto-attendants, hunt groups, call queues, and related features.
Troubleshoot voice quality, dropped calls, connectivity, call routing, and other VoIP issues.
Coordinate with telecommunications providers, internet service providers, and third-party vendors to resolve service disruptions and escalate complex issues.
Assist with VoIP installations, upgrades, migrations, and new clinic implementations.
Provision, modify, and deactivate telephone services and equipment for employee onboarding, offboarding, and location changes.
Monitor VoIP system performance, identify recurring issues, and recommend improvements.
Document phone configurations, call flows, system changes, and troubleshooting procedures.
Assist with telecommunications equipment, licenses, inventory, and vendor support requests.
Collaborate with IT and operational leadership to ensure phone systems support clinic workflows, patient communications, and business continuity.
Serve as a primary contact for employees needing assistance with computers, software, hardware, connectivity, and other IT issues.
Respond to, troubleshoot, and resolve help desk tickets in a timely and professional manner, prioritizing by urgency and business impact.
Provide technical support to employees at corporate offices, clinic locations, and remotely.
Install, configure, maintain, and troubleshoot desktops, laptops, monitors, printers, peripherals, and other IT equipment.
Support Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive.
Assist with user account administration, password resets, access permissions, and multifactor authentication.
Support employee onboarding and offboarding, including equipment preparation, software setup, account provisioning, and equipment recovery.
Troubleshoot basic network connectivity, Wi-Fi, VPN, and remote-access issues, escalating complex problems as appropriate.
Provide basic technical support for clinic-specific software and coordinate advanced troubleshooting with vendors or internal teams.
Document help desk tickets, including troubleshooting steps, resolutions, and follow-up actions.
Educate employees on technology best practices, common troubleshooting, and appropriate use of company systems.
Maintain accurate inventories of IT equipment, telecommunications devices, and assigned technology assets.
Follow IT security policies, access control procedures, and data protection requirements, including HIPAA-related safeguards.
Identify and promptly escalate potential cybersecurity threats, suspicious activity, or security incidents.
Support IT projects such as equipment refreshes, software deployments, office relocations, and new clinic openings.
Collaborate with IT team members, clinic leadership, and external vendors to identify and resolve recurring technical issues.
Develop and maintain technical documentation, standard operating procedures, and knowledge-base articles.
Recommend process improvements to enhance service delivery, system reliability, and employee satisfaction.
Perform other duties as assigned to support the organization’s technology needs.