JOB ID 3333 IT End User Support Technician

Job Summary:

The IT End User Support Technician (Field Support) provides hands-on technical support for end-user hardware, clinical equipment, and IT systems across multiple physician clinics. The technician will be responsible for troubleshooting, installing, and maintaining IT devices, ensuring minimal downtime for clinical operations. This position requires travel to various clinical locations to provide on-site support and resolve technical issues efficiently on a weekly basis.

ESSENTIAL JOB FUNCTIONS (other duties as required):

• Adherence to applicable laws, regulations, and contractual obligations. Follows the principles of the Compliance Program as well as the US Eye Code of Conduct.

Reasonable accommodation may be given to individuals with disabilities to perform the essential functions.

Key Responsibilities:

• Provide on-site and remote technical support for end users, including physicians, nurses, and administrative staff.
• Install, configure, and troubleshoot hardware, software, and peripherals, including desktops, laptops, printers, and mobile devices.
• Support clinical IT equipment, such as medical workstations, tablets, and diagnostic devices.
• Troubleshoot network connectivity issues, ensuring reliable access to clinical applications and electronic health records (EHR).
• Work closely with IT infrastructure teams to support servers, network devices, and security protocols.
• Provide training and guidance to end users on IT best practices and security policies.
• Document technical issues, solutions, and support activities in the ticketing system.
• Assist in hardware deployment and upgrades, including imaging and configuring new devices.
• Ensure compliance with HIPAA, security policies, and IT standards.
• Collaborate with vendors and third-party providers to resolve hardware and software issues.
• Participate in on-call rotation or after-hours support, as needed.

Required Qualifications:

• Associate’s or bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support, preferably in a healthcare or clinical setting.
• Strong knowledge of Windows and macOS, Microsoft Office 365, and remote desktop tools.
• Experience with EHR systems, medical peripherals, and clinical application support is a plus.
• Strong understanding of networking concepts (TCP/IP, VPNs, Wi-Fi, Active Directory).
• Excellent problem-solving and customer service skills.
• Ability to troubleshoot and repair hardware issues on desktops, laptops, and printers.
• Must have a valid driver’s license and willingness to travel between clinic locations.

Preferred Qualifications:

• Experience working in a healthcare IT environment.
• Certifications such as CompTIA A+, Network+, ITIL, or Microsoft certifications.
• Familiarity with HIPAA compliance and IT security best practices.
• Knowledge of VOIP systems, telemedicine tools, and mobile device management (MDM).

SUPERVISORY RESPONSIBILITIES:

The position has no supervisory responsibilities.

Work Environment & Travel Requirements:

• This role requires frequent travel to physician clinics within the assigned region.
• Must have reliable transportation to travel to remote locations.
• Must be able to lift and transport IT equipment (up to 50 lbs)
• Ability to work in clinical environments, following all health and safety guidelines.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.