Technical Support Technician - Full Time

Job Title: IT Technical Support

Job Summary:

The Technical Support Specialist provides front-line technical assistance to clinicians, administrative staff, and patients. They are responsible for the installation, maintenance, and rapid troubleshooting of all endpoint hardware and software. This role provides Tier 1 and 2 support for all user accounts, hardware, and peripheral devices used by staff, focusing on speed & accuracy of resolution to minimize clinical downtime. Will participate in intermediate to complex improvement projects, providing technical support for project managers and other stakeholders. You will be a member of the Security Operations Center (SOC) asked to evaluate cyber threats, mitigate them, and participate in incident response.

Duties and Responsibilities:

• Deploy and maintain PCs, laptops, and specialized medical hardware using management & automation tools
• Ensure the uptime of peripherals such as printers, document scanners, and barcode readers used for various purposes, including medication administration.
• Configure and support secure clinical mobile devices (iPhones/tablets) using Mobile Device Management (MDM) software

• Use automated tools to push security updates and "Gold Images" to end-user devices.
• Ensure local installs of business & clinical software are correctly configured for optimal performance
• Assist with password resets, multi-factor authentication (MFA), and tap-and-go badge access for fast & secure logins.

• Manage the help desk queue, ensuring all issues are documented, prioritized, and resolved.
• Perform regular rounds to proactively fix issues before they are reported.
• Maintain a precise inventory of all hardware, including serial numbers, warranty status, and physical locations.

• Maintain endpoint hardening standards in line with HIPAA and NIST frameworks.
• Participate in SOC (Security Operations Center), resolving assigned vulnerabilities.
• Implement Least Privilege access using Role-Based Access Control for user accounts.

Professional Requirements:

• Ensures that appearance and personal conduct are professional at all times.
• Excellent attendance record.
• Wears appropriate clothing for job functions. Wears ID badge.
• Works at maintaining a good rapport and a cooperative working relationship with physicians, administration, and staff.
• Represents the organization positively and professionally in the community.
• Maintains patient confidentiality at all times.
• Complies with all organizational policies regarding ethical business practices.
• Arrives at work on time and ready to start the report. Manages time wisely throughout the shift and is prepared to leave work when the bedside report is complete.
• Demonstrates the Healing Model.

Regulatory Requirements:

• 0-3 years IT experience
• High School Diploma or equivalent. Strong problem-solving skills. Excellent customer service