IT Support Specialist

About the role

The IT Support Specialist is responsible for providing first-level technical support across a multi-site Orthopaedic practice called Orthopaedic Associates of Maine. This includes responding to IT service tickets, resolving routine hardware and software issues, setting up and maintaining workstations, and ensuring users across clinical and administrative teams have reliable access to necessary systems. The role also supports and coordinates small, less complex IT projects (e.g., workstation refreshes and minor software rollouts). This position is critical to maintaining efficient healthcare operations by ensuring the consistent functionality of technology resources that support patient care.

Responsibilities

• Respond to incoming IT support requests via ticketing system, phone, and email
• Provide troubleshooting and resolution for hardware (desktops, laptops, printers, phones) and software (Microsoft 365, clinical apps, EMR)
• Set up and configure new workstations for clinical and administrative staff
• Assist with the onboarding of new employees by preparing user accounts, access credentials, and basic training
• Coordinate small, less complex IT projects (e.g., workstation deployments, minor application upgrades, scheduled equipment replacements) under the direction of the VP of Informatics
• Document common issues and resolutions for knowledge-sharing and tracking
• Escalate unresolved or complex technical issues to Tier 2 support or the Manager
• Ensure all support interactions are delivered with professionalism and are HIPAA-compliant

Required Qualifications

• Associate degree in Information Technology or related field preferred (or equivalent experience)
• Minimum of 1–3 years in a help desk or technical support role
• Working knowledge of Windows operating systems, Office 365, and basic networking
• Excellent communication and customer service skills, especially when working with clinical staff under time-sensitive conditions
• Ability to organize tasks, track progress, and follow through on small IT projects or initiatives
• Ability to work calmly and efficiently in a healthcare environment
• Strong organizational skills and the ability to manage multiple tasks and priorities
• CompTIA A+ or similar certification preferred
• Familiarity with EMR systems and healthcare applications is a plus