AICA Orthopedics, P.C.
Description
IT SERVICE DESK TIER 1 First Point of Contact. Technical Excellence. Customer Service Focus. About AICA Orthopedics
AICA Orthopedics is a leading integrated healthcare provider in Atlanta. With 21 locations across the metro area and a team of 400+ professionals, we offer a multidisciplinary approach that brings together orthopedic surgeons, neurologists, chiropractors and physical therapists. Position Overview
The IT Service Desk Tier 1 Specialist serves as the front line of technology support for AICA Orthopedics, ensuring our clinical and corporate teams have the technical resources they need to deliver exceptional patient care. This role combines technical problem-solving with outstanding customer service, providing timely assistance and support for hardware, software, and system issues across our multi-location healthcare network. Core Responsibilities
Technical Support & Issue Resolution Serve as the first point of contact for end users seeking technical assistance via phone, email, ticketing system, or in-person Diagnose, research, and resolve Tier 1 technical hardware and software issues efficiently Troubleshoot computer systems, software applications, network connectivity, and peripheral devices Provide accurate information on IT products, services, and best practices Document all support interactions, solutions, and troubleshooting steps in the IT ticketing system Follow established procedures and workflows to ensure consistent service delivery Customer Service & Communication Deliver exceptional customer service while maintaining professionalism and patience Effectively advise and assist end users on appropriate actions and solutions Communicate technical information clearly to non-technical users Manage multiple support requests simultaneously while maintaining quality service Build positive relationships with end users across all departments and locations Escalation & Collaboration Identify issues requiring escalation and direct them to appropriate next-level support personnel Recognize and escalate situations requiring urgent attention based on business impact Collaborate with vendors and internal stakeholders to resolve complex issues Coordinate with IT team members to ensure seamless support coverage Participate in knowledge sharing and team training initiatives Equipment & Infrastructure Support Assist with setup, installation, and configuration of computer equipment and software Support deployment of new technology and system updates across locations Perform basic network device installations and connectivity checks Maintain inventory awareness of IT equipment and supplies Support physical setup of workstations, printers, and other peripheral devices Continuous Improvement Identify recurring issues and contribute to knowledge base documentation Recommend process improvements to enhance service delivery Stay current with technology trends and organizational systems Participate in training programs to expand technical capabilities Contribute to team goals and service level objectives Qualifications & Skills
Required Associate\'s degree in Information Technology, Computer Science, or related field 2+ years of help desk or technical support experience Strong customer service orientation with excellent interpersonal skills Exceptional written and verbal communication abilities Proven problem-solving skills to diagnose and resolve basic technical issues Proficiency with Windows operating systems and Microsoft Office Suite Experience with ticketing systems and IT service management tools Ability to learn new technologies and systems quickly Strong attention to detail and follow-through on commitments Flexibility and ability to multi-task in a fast-paced environment High level of professionalism and ability to maintain confidentiality Physical ability to lift up to 50 pounds Valid driver\'s license and reliable transportation for travel between locations Preferred Experience in healthcare IT environments Familiarity with EMR/EHR systems (NextGen preferred) Basic networking knowledge (TCP/IP, DNS, DHCP) Understanding of Active Directory and Office 365 CompTIA A+ or similar technical certification ITIL Foundation certification or knowledge of ITIL practices The Ideal Candidate
Approaches technical support with patience, empathy, and genuine desire to help Remains calm and solution-focused under pressure Demonstrates eagerness to learn and expand technical knowledge Shows initiative in resolving issues and improving processes Balances efficiency with thorough problem resolution Communicates complex technical concepts in accessible ways Takes pride in delivering exceptional customer service Benefits & Growth Opportunities
Competitive Compensation: Hourly rate commensurate with experience Performance Incentives: Bonus potential based on KPI achievement Comprehensive Benefits: Medical, dental, vision, life insurance, and 401(k) Career Development: Clear advancement path to Tier 2/3 support and IT specialist roles Paid Time Off: Competitive PTO package including holidays Professional Growth: Training and certification support to advance technical skills Dynamic Environment: Work with cutting-edge healthcare technology across multiple locations Work Environment & Schedule
Schedule: Monday through Friday, 8-hour shifts (day shift) Location: Primarily Marietta corporate headquarters with travel to satellite locations as needed Environment: Standard office setting with requirements for mobility to support various worksite locations Physical Demands: Sitting at computer workstation for extended periods; stooping, kneeling, crawling, and reaching to install or check network devices and equipment; lifting up to 50 pounds Travel: Regular travel between AICA locations across metro Atlanta required Why Join AICA?
Be part of a growing, innovative healthcare organization Work in a collaborative team environment that values technical excellence Make a direct impact on clinical operations and patient care delivery Opportunity to develop diverse IT skills across multiple technologies Supportive culture that encourages professional growth and continuous learning Ready to launch your IT career in a dynamic healthcare environment? Apply now and join a team that values both technical expertise and exceptional service! AICA Orthopedics is an equal opportunity employer and values diversity in our organization. Requirements
Required Associate's degree in Information Technology, Computer Science, or related field 2+ years of help desk or technical support experience Strong customer service orientation with excellent interpersonal skills Exceptional written and verbal communication abilities Proven problem-solving skills to diagnose and resolve basic technical issues Proficiency with Windows operating systems and Microsoft Office Suite Experience with ticketing systems and IT service management tools Ability to learn new technologies and systems quickly Strong attention to detail and follow-through on commitments Flexibility and ability to multi-task in a fast-paced environment High level of professionalism and ability to maintain confidentiality Physical ability to lift up to 50 pounds Valid driver\'s license and reliable transportation for travel between locations Preferred
Experience in healthcare IT environments Familiarity with EMR/EHR systems (NextGen preferred) Basic networking knowledge (TCP/IP, DNS, DHCP) Understanding of Active Directory and Office 365 CompTIA A+ or similar technical certification ITIL Foundation certification or knowledge of ITIL practices
#J-18808-Ljbffr
IT SERVICE DESK TIER 1 First Point of Contact. Technical Excellence. Customer Service Focus. About AICA Orthopedics
AICA Orthopedics is a leading integrated healthcare provider in Atlanta. With 21 locations across the metro area and a team of 400+ professionals, we offer a multidisciplinary approach that brings together orthopedic surgeons, neurologists, chiropractors and physical therapists. Position Overview
The IT Service Desk Tier 1 Specialist serves as the front line of technology support for AICA Orthopedics, ensuring our clinical and corporate teams have the technical resources they need to deliver exceptional patient care. This role combines technical problem-solving with outstanding customer service, providing timely assistance and support for hardware, software, and system issues across our multi-location healthcare network. Core Responsibilities
Technical Support & Issue Resolution Serve as the first point of contact for end users seeking technical assistance via phone, email, ticketing system, or in-person Diagnose, research, and resolve Tier 1 technical hardware and software issues efficiently Troubleshoot computer systems, software applications, network connectivity, and peripheral devices Provide accurate information on IT products, services, and best practices Document all support interactions, solutions, and troubleshooting steps in the IT ticketing system Follow established procedures and workflows to ensure consistent service delivery Customer Service & Communication Deliver exceptional customer service while maintaining professionalism and patience Effectively advise and assist end users on appropriate actions and solutions Communicate technical information clearly to non-technical users Manage multiple support requests simultaneously while maintaining quality service Build positive relationships with end users across all departments and locations Escalation & Collaboration Identify issues requiring escalation and direct them to appropriate next-level support personnel Recognize and escalate situations requiring urgent attention based on business impact Collaborate with vendors and internal stakeholders to resolve complex issues Coordinate with IT team members to ensure seamless support coverage Participate in knowledge sharing and team training initiatives Equipment & Infrastructure Support Assist with setup, installation, and configuration of computer equipment and software Support deployment of new technology and system updates across locations Perform basic network device installations and connectivity checks Maintain inventory awareness of IT equipment and supplies Support physical setup of workstations, printers, and other peripheral devices Continuous Improvement Identify recurring issues and contribute to knowledge base documentation Recommend process improvements to enhance service delivery Stay current with technology trends and organizational systems Participate in training programs to expand technical capabilities Contribute to team goals and service level objectives Qualifications & Skills
Required Associate\'s degree in Information Technology, Computer Science, or related field 2+ years of help desk or technical support experience Strong customer service orientation with excellent interpersonal skills Exceptional written and verbal communication abilities Proven problem-solving skills to diagnose and resolve basic technical issues Proficiency with Windows operating systems and Microsoft Office Suite Experience with ticketing systems and IT service management tools Ability to learn new technologies and systems quickly Strong attention to detail and follow-through on commitments Flexibility and ability to multi-task in a fast-paced environment High level of professionalism and ability to maintain confidentiality Physical ability to lift up to 50 pounds Valid driver\'s license and reliable transportation for travel between locations Preferred Experience in healthcare IT environments Familiarity with EMR/EHR systems (NextGen preferred) Basic networking knowledge (TCP/IP, DNS, DHCP) Understanding of Active Directory and Office 365 CompTIA A+ or similar technical certification ITIL Foundation certification or knowledge of ITIL practices The Ideal Candidate
Approaches technical support with patience, empathy, and genuine desire to help Remains calm and solution-focused under pressure Demonstrates eagerness to learn and expand technical knowledge Shows initiative in resolving issues and improving processes Balances efficiency with thorough problem resolution Communicates complex technical concepts in accessible ways Takes pride in delivering exceptional customer service Benefits & Growth Opportunities
Competitive Compensation: Hourly rate commensurate with experience Performance Incentives: Bonus potential based on KPI achievement Comprehensive Benefits: Medical, dental, vision, life insurance, and 401(k) Career Development: Clear advancement path to Tier 2/3 support and IT specialist roles Paid Time Off: Competitive PTO package including holidays Professional Growth: Training and certification support to advance technical skills Dynamic Environment: Work with cutting-edge healthcare technology across multiple locations Work Environment & Schedule
Schedule: Monday through Friday, 8-hour shifts (day shift) Location: Primarily Marietta corporate headquarters with travel to satellite locations as needed Environment: Standard office setting with requirements for mobility to support various worksite locations Physical Demands: Sitting at computer workstation for extended periods; stooping, kneeling, crawling, and reaching to install or check network devices and equipment; lifting up to 50 pounds Travel: Regular travel between AICA locations across metro Atlanta required Why Join AICA?
Be part of a growing, innovative healthcare organization Work in a collaborative team environment that values technical excellence Make a direct impact on clinical operations and patient care delivery Opportunity to develop diverse IT skills across multiple technologies Supportive culture that encourages professional growth and continuous learning Ready to launch your IT career in a dynamic healthcare environment? Apply now and join a team that values both technical expertise and exceptional service! AICA Orthopedics is an equal opportunity employer and values diversity in our organization. Requirements
Required Associate's degree in Information Technology, Computer Science, or related field 2+ years of help desk or technical support experience Strong customer service orientation with excellent interpersonal skills Exceptional written and verbal communication abilities Proven problem-solving skills to diagnose and resolve basic technical issues Proficiency with Windows operating systems and Microsoft Office Suite Experience with ticketing systems and IT service management tools Ability to learn new technologies and systems quickly Strong attention to detail and follow-through on commitments Flexibility and ability to multi-task in a fast-paced environment High level of professionalism and ability to maintain confidentiality Physical ability to lift up to 50 pounds Valid driver\'s license and reliable transportation for travel between locations Preferred
Experience in healthcare IT environments Familiarity with EMR/EHR systems (NextGen preferred) Basic networking knowledge (TCP/IP, DNS, DHCP) Understanding of Active Directory and Office 365 CompTIA A+ or similar technical certification ITIL Foundation certification or knowledge of ITIL practices
#J-18808-Ljbffr