Urology of Virginia (UVA) has a long history of providing comprehensive and quality care to the entire Hampton Roads region, including northeastern North Carolina. Our clinical care team consists of board-certified urologists, most of whom are fellowship-trained, nationally recognized, awarded, and published. Working in a team-based environment, our mission is to help patients optimize their urological health.Job OverviewYou've been the best person on the help desk for a while now. You close tickets faster than anyone, but that's not what defines you — what defines you is that you're already thinking three layers deeper than the ticket requires. You have broad technical shoulders, build things in your homelab on weekends, chase certifications on your own time, and you're ready to stop being the person who escalates and start being the person who gets escalated. Urology of Virginia is a high-performance specialty practice, and this is not a general IT opportunity. The clinical environment here is complex, fast-moving, and unforgiving — patient care workflows depend on systems working, and the people in this role need to understand why that's true, not just accept it as a given. If you're someone who gets genuinely curious about how an EHR talks to a billing platform, how e-prescribing compliance intersects with DEA regulation, or why a PACS integration failing at 8 AM is a fundamentally different kind of fire than a printer being offline, you're the kind of person we're building this role around.Duties and ResponsibilitiesIn the Near Term — Help Desk Integration & Foundational OwnershipWork within our MSP-integrated help desk environment, operating inside established ticketing workflows with a high standard for documentation, time tracking, and ticket hygiene — this is non-negotiable and will be evaluated continuously.Serve as an internally-informed escalation resource — you know the environment, the users, and the history in ways the MSP doesn't, and that context is a supportive force.Develop deep familiarity with how clinical and administrative staff actually use technology — scheduling, clinical documentation, imaging workflows, lab result routing, patient communication platforms — not as abstractions but as the operational reality you're here to protect.Support day-to-day health and operations of enterprise infrastructure including Windows Server, Active Directory, Exchange Online, DNS, DHCP, and GPO.Manage and troubleshoot the M365 stack — Exchange Online, Teams, SharePoint, and OneDrive — with an understanding of how these tools function inside a clinical communication environment, not just a standard office setup.Infrastructure & Modern Device ManagementUrology of Virginia is actively migrating to a modern Microsoft identity and device management stack — experience with Entra ID, Intune, and Autopilot is a direct accelerant to one of our most critical infrastructure initiatives and will be weighted heavily in the hiring process.Support and ultimately lead Autopilot-based device provisioning across clinical workstations, front desk terminals, and provider endpoints.Implement and enforce Entra ID conditional access policies, MFA, role-based access control, and SSO integration with clinical applications.Manage endpoint compliance and application deployment through Intune MDM/MAM across all managed devices.Maintain and improve security posture within the M365 ecosystem — Defender for Endpoint, alerting, and policy configuration.Clinical Environment & Systems InteropDevelop a working knowledge of how EHR platforms integrate with surrounding systems — RCM, PACS, e-prescribing, and patient portal — and what happens to clinical workflow when the connective tissue fails.Understand and support controlled substance e-prescribing compliance (EPCS/DEA) from an IT infrastructure and access control standpoint — this is a urology practice, and this matters here.Build familiarity with the multi-platform clinical environment (currently Epic and Athena for RCM) and maintain readiness to support platform transitions as the organization evolves.Operate with the understanding that downtime in this environment has direct patient care consequences — urgency and clinical context are part of the priority.Growing Into the Senior LayerCollaborate with the IT Director on infrastructure planning, project prioritization, and long-term architecture decisions.Serve as the internal coordination point between the MSP (frontline support) and the external security and network administration team — own that communication lane and make it work.Participate in disaster recovery planning and testing, system audits, vulnerability assessments, and patch management cycles.Maintain accurate, consistent documentation — network diagrams, system architecture, SOPs, and change records — at a standard you'd want to inherit from someone else.Mentor incoming or junior staff as the team grows, drawing on your own help desk experience as a reference point.Requirements2–4 years of exceptional help desk or desktop support experience — strong preference for candidates who've been the go-to person, not just a ticket‑closer.Broad, hands‑on familiarity with the Microsoft ecosystem — Windows Server, Active Directory, M365 — you don't need to have owned it all, but you need to be genuinely comfortable getting into it.Demonstrated experience with ticketing platforms and a documented track record of accurate time tracking and thorough ticket documentation.Exposure to networking fundamentals — routing, switching, firewall concepts — whether through work, self‑study, or homelab.Working knowledge of or genuine curiosity about Entra ID, Intune, and Autopilot — candidates actively building toward this skillset will stand out.Familiarity with healthcare IT environments, clinical workflows, or regulated industries is a meaningful advantage.Certifications in progress or completed: CompTIA Network+, Security+, or Microsoft fundamentals are strong signals — pursuit of Azure Administrator, Endpoint Administrator, or similar tracks is exactly what we're looking for.Equal Employment OpportunityWe will evaluate all applicants and employees without regard to race, color, religion, national origin, sex, age, non‑disqualifying disability, history of military service, genetic information, or any other status protected by law. This policy applies to all employment practices, including, but not limited to, recruitment, employment, assignments, promotions, reassignments or transfers, disciplinary matters, establishment of rates of pay or other compensation, and selection for training programs.#J-18808-Ljbffr