IT Specialist I

About the role

The IT Specialist / Help Desk Technician — Tier I supports frontline technical needs across Borland Groover's diverse healthcare ecosystem. This role is pivotal in ensuring that technology remains reliable and accessible to support patient care and operational efficiency.

Responsibilities

• Respond to IT support requests through various channels and triage tickets according to established service levels.
• Troubleshoot hardware, software, network, printer, phone, and peripheral issues, escalating complex issues to senior IT staff.
• Support workstation, device, and peripheral setup and troubleshooting, including mobile devices and applications.
• Provide application support for commonly used systems like EHR, practice management, Microsoft 365, Teams, and more.
• Manage user accounts and access, ensuring compliance with security and privacy policies.
• Troubleshoot network connectivity, phone, and telephony issues, and assist with basic audiovisual technology.
• Document and contribute to knowledge bases, standard operating procedures, and troubleshooting documentation.
• Participate in IT projects, system upgrades, and operational support, including travel to various practice locations.

Requirements

• High school diploma or equivalent.
• Minimum 1 year of IT support, help desk, desktop support, or related technical experience.
• Excellent customer service orientation and professional demeanor.
• Strong troubleshooting and analytical skills.
• Ability to communicate technical information clearly and remain calm under pressure.
• Physical abilities to sit, stand, walk, bend, kneel, reach, lift up to 40 pounds, and work at a computer for extended periods.

Qualifications

• Working knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, printers, scanners, mobile devices, and common business applications.
• Basic understanding of networking concepts, including Wi-Fi, IP addressing, VPN, and connectivity troubleshooting.
• Experience with EHR and practice management systems.
• Experience supporting users in a healthcare, physician practice, ambulatory surgery center, or other clinical environment.
• Experience with ticketing systems, endpoint management tools, remote support tools, Active Directory, Azure AD / Entra ID, Microsoft Intune, Citrix, or virtual desktop environments.
• Experience supporting multi-site healthcare operations.

Skills

• Excellent customer service orientation and professional demeanor.
• Strong troubleshooting and analytical skills.
• Ability to communicate technical information in clear, non-technical language.
• Strong attention to detail and commitment to accurate documentation.
• Ability to follow standard procedures while recognizing when escalation is needed.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Retirement Plan
• Life Insurance
• Short- and Long-term disability
• Profit Sharing
• Supplemental Insurance
• Education and Tuition Reimbursement funding
• Initial Uniform Allowance
• Employee Assistance Program (EAP)
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• Paid Holidays