IT User Support Representative

Tennessee Orthopaedic Alliance (TOA) is the largest orthopaedic surgery group in Tennessee, with more than 35 locations across the state. Our commitment to Trust, Respect, Honesty, Teamwork, Communication, Diversity, and Accountability guides how we work and how we care for our patients and communities.

Who we are defines how we care:

• Culture: A shared commitment to Trust, Respect, Honesty, Teamwork, Communication, Diversity, and taking accountability for our own actions with the belief that every one of us makes a difference.
• Patient Access: Setting the standard for orthopedic care in Tennessee with access to over 35 locations across the state, including Ambulatory Surgery Centers.
• Patient Experience: Building strong and authentic relationships with our patients and communities by unifying through consistent collaboration to deliver exceptional patient experiences.
• Financial Stewardship: Using sound judgement to make responsible financial decisions; minimizing waste and maximizing value.

An essential element in TOA's ability to provide exceptional patient care is our technology platform. From desktop support to our medical records platforms, technology plays a crucial role in TOA's success, and we are seeking an exceptional IT Technician to join our team. This role is part of a small but highly effective, collaborative, and engaged IT function. This position will become part of a regionalized IT support strategy across our organization. 

• Provide in person & remote support for clinical and work from home employees with travel to remote sites when needed.

• Assist the Service Desk team when necessary to resolve incoming service desk tickets during high volume periods.

• Manage and prioritize requests for assistance, installations, and general maintenance, working closely with the Service Desk.

• Stage, Test, and Deploy desktop, mobile devices, printers, telephones, and peripherals to end users.

• Develop, Test and Maintain Windows corporate images for all PC Laptop and Desktop models. 

• Meticulously document and maintain physical Inventory of all computers in the TOA enterprise. 

• Master core TOA clinical and business software installation and troubleshooting. 

• Meet and maintain TOA IT team's elevated integrity, reliability and customer service levels. 

• Develop and update detailed documentation on hardware and software configurations, deployment processes and problem resolutions. 

• Assist with development of policies, procedures, and end-user training materials as required. 

• Support policies and procedures to help ensure compliance with HIPAA and other regulatory requirements 

• Assist Network and Systems Engineers with infrastructure deployment and support, to include Patch Management. 

• Other duties as assigned.

Technical skills and requirements:

• This is an onsite position with some local travel.

• MCSE, CompTIA A+ and Network+ Certification desired. 

• Associates Degree or equivalent experience required. 

• 3 years progressive experience supporting Microsoft OS and Office Suite and Active Directory. 

• Solid knowledge of desktop imaging, automated software distribution, and remote deployment 

• Experience providing remote support utilizing RDP techniques. 

• Experience successfully troubleshooting wireless, Citrix, and connectivity issues. 

• Extensive experience supporting PC hardware. 

• Previous work experience in a medical environment highly desirable. 

• Must be willing to work after normal business hours to ensure no interruptions in service. 

• As travel to multiple offices is required, dependable transportation and a clear driving record is required.

Personal characteristics:

• Strong analytical and documentation ability. 

• Ability to approach process improvement positively. 

• Ability to multi-task effectively. 

• Excellent communications skills (i.e. ability to interact effectively with end users, management and co-workers) 

• Strong sense of urgency and responsiveness to others while staying focused on the issues at hand. 

• Be flexible and receptive to change. 

• Team-oriented, Customer-focused, and Results-driven. 

• Ability to effectively and methodically troubleshoot issues

TOA is an equal opportunity employer. TOA conducts drug screens and background checks on applicants who accept employment offers