IT Technician

About Us

Pinnacle Fertility is a leader in physician-centric fertility care, supporting high-performing fertility clinics and comprehensive service providers nationwide. Guided by our mission of fulfilling dreams by building families, Pinnacle offers compassionate care, innovative technology, and comprehensive fertility treatment services to provide patients with a seamless and personalized journey to parenthood. Learn more at www.pinnaclefertility.com.

About the Role

Pinnacle Fertility is seeking a skilled, customer-focused IT Technician to provide technical support for employees across our nationwide network of fertility clinics and corporate offices. This dual-function role is responsible for maintaining and troubleshooting our Voice over Internet Protocol (VoIP) telephone systems while also providing day-to-day help desk and IT support.

The ideal candidate has strong technical troubleshooting skills, experience supporting VoIP technologies, and a commitment to delivering exceptional customer service. This individual will play an important role in ensuring reliable communication systems, minimizing technology disruptions, and supporting employees in delivering exceptional patient care. 

We are seeking an IT Technician to join our dedicated team at Pinnacle Fertility. This is a full-time onsite position at one of our clinics in Ohio, Illinois, and Michigan. 

Key Responsibilities 

• Provide day-to-day administration, maintenance, troubleshooting, and support for the organization’s VoIP telephone systems across multiple locations.
• Configure, deploy, and maintain VoIP phones, extensions, call routing, voicemail, auto-attendants, hunt groups, call queues, and related telecommunications features.
• Troubleshoot voice quality issues, dropped calls, connectivity problems, call routing errors, and other VoIP-related technical issues.
• Coordinate with telecommunications providers, internet service providers, and third-party vendors to resolve service disruptions and escalate complex technical issues.
• Assist with VoIP system installations, upgrades, migrations, and new clinic implementations.
• Support employee onboarding, offboarding, and location changes by provisioning, modifying, and deactivating telephone services and equipment.
• Monitor system performance, identify recurring issues, and recommend improvements to reliability and functionality.
• Maintain accurate documentation of phone configurations, call flows, system changes, and troubleshooting procedures.
• Assist with managing telecommunications equipment, licenses, inventory, and vendor support requests.
• Collaborate with IT and operational leadership to ensure telephone systems support clinic workflows, patient communications, and business continuity.
• Serve as a primary point of contact for employees seeking technical assistance with computers, software, hardware, connectivity, and other IT-related issues.
• Respond to, troubleshoot, and resolve help desk tickets in a timely and professional manner, prioritizing issues based on urgency and business impact.
• Provide technical support to employees working 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 activities, 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 applications and coordinate with vendors or internal teams for advanced troubleshooting.
• Maintain accurate help desk ticket documentation, including troubleshooting steps, resolutions, and follow-up actions.
• Educate employees on technology best practices, common troubleshooting procedures, and appropriate use of company systems.
• Assist with maintaining accurate inventories of IT equipment, telecommunications devices, and assigned technology assets.
• Follow established 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, including 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 that enhance service delivery, system reliability, and employee satisfaction.
• Perform other duties as assigned to support the organization’s technology needs.

Position Requirements 

• Education:
  • Associate degree in Information Technology, Computer Science, Telecommunications, or a related field; equivalent relevant experience may be considered.
• Experience:
  
  • Minimum of 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. 
• Skills:
  • Strong analytical, troubleshooting, and problem-solving abilities.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to nontechnical users.
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced, multisite environment.
  • Demonstrated commitment to customer service, responsiveness, and professionalism.
  • Ability to work independently while collaborating effectively with other IT professionals.

Compensation & Benefits 

• Annual Salary: Final offers based on experience, skills, and qualifications.
• Benefits: Comprehensive healthcare, dental, life, and vision insurance. Additional benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.

Diversity & Inclusivity at Pinnacle Fertility 

At Pinnacle Fertility, we are committed to fostering a diverse, inclusive, and welcoming workplace. We are proud to be an equal opportunity employer and encourage applicants of all backgrounds, abilities, and life experiences to apply.