IT User Support Representative

About the role

Tennessee Orthopaedic Alliance (TOA) is the largest orthopaedic surgery group in Tennessee, with more than 35 locations across the state. Our commitment to Trust, Respect, Honesty, Teamwork, Communication, Diversity, and Accountability guides how we work and how we care for our patients and communities. An essential element in TOA's ability to provide exceptional patient care is our technology platform. From desktop support to our medical records platforms, technology plays a crucial role in TOA's success, and we are seeking an exceptional IT Technician to join our team. This role is part of a small but highly effective, collaborative, and engaged IT function. This position will become part of a regionalized IT support strategy across our organization.

Responsibilities

• Provide in‑person and remote support for clinical and work‑from‑home employees, with travel to remote sites when needed.
• Assist the Service Desk team when necessary to resolve incoming service desk tickets during high volume periods.
• Manage and prioritize requests for assistance, installations, and general maintenance, working closely with the Service Desk.
• Stage, test, and deploy desktop, mobile devices, printers, telephones, and peripherals to end users.
• Develop, test, and maintain Windows corporate images for all PC laptop and desktop models.
• Meticulously document and maintain physical inventory of all computers in the TOA enterprise.
• Master core TOA clinical and business software installation and troubleshooting.
• Meet and maintain TOA IT team's elevated integrity, reliability, and customer service levels.
• Develop and update detailed documentation on hardware and software configurations, deployment processes, and problem resolutions.
• Assist with development of policies, procedures, and end‑user training materials as required.
• Support policies and procedures to help ensure compliance with HIPAA and other regulatory requirements.
• Assist Network and Systems Engineers with infrastructure deployment and support, including patch management.
• Other duties as assigned.

Requirements

• MCSE, CompTIA A+ and Network+ certifications desired.
• Associate’s degree or equivalent experience required.
• 3 years progressive experience supporting Microsoft OS, Office Suite, and Active Directory.
• Solid knowledge of desktop imaging, automated software distribution, and remote deployment.
• Experience providing remote support using RDP techniques.
• Experience successfully troubleshooting wireless, Citrix, and connectivity issues.
• Extensive experience supporting PC hardware.
• Previous work experience in a medical environment highly desirable.
• Willingness to work after normal business hours to ensure no interruptions in service.
• Dependable transportation and a clear driving record required for travel to multiple offices.

Skills

• Desktop imaging, automated software distribution, and remote deployment.
• Remote support via RDP.
• Troubleshooting wireless, Citrix, and connectivity issues.
• PC hardware support.
• Windows corporate image development and maintenance.
• Inventory management and documentation.
• Knowledge of HIPAA and regulatory compliance.
• Patch management assistance.
• Strong analytical and documentation ability.
• Positive approach to process improvement.
• Effective multitasking.
• Excellent communication skills (ability to interact with end users, management, and coworkers).
• Strong sense of urgency and responsiveness while staying focused.
• Flexibility and receptiveness to change.
• Team‑oriented, customer‑focused, results‑driven.
• Ability to effectively and methodically troubleshoot issues.