IT Support Specialist

Summary

EmergeOrtho is committed to being the trusted leader in innovative, quality-focused comprehensive musculoskeletal care. The IT Support Specialist provides both remote and on-site technical support to providers and staff, serving as the first point of contact for IT-related issues and ensuring effective resolution of technical problems.

Responsibilities

• Interface with providers and staff members to troubleshoot hardware and software problems
• Create, update, and deactivate user accounts for onboarding, offboarding, leave of absence, departmental transfers and other reasons as needed
• Ensure access permissions align with organizational policies and security standards
• Coordinate with HR and department managers to validate access needs
• Assist in password or login problems with corporate applications and systems
• Participate in the testing and evaluation of new applications and processes
• Track and maintain IT asset records including procurement, assignment, permissions, and decommissioning
• Assist with asset audits and inventory reconciliation
• Process IT purchase orders and track invoices
• Monitor payment statuses and coordinate with vendors and finance teams
• Maintain records of IT contracts, subscriptions, and renewal timelines
• Troubleshoot network connectivity issues, including Wi-Fi, VPN, and remote access
• Maintain accurate records of incidents, resolutions, and knowledge base articles
• Monitor systems for signs of unauthorized access, malware, or other threats
• Participate in incident triage and escalation, notifying the CIO when necessary
• Support forensic investigations by collecting and documenting incident details (e.g., time, nature of breach, affected systems)
• Assist in deploying and maintaining security tools such as firewalls, and endpoint detection systems
• Ensure adherence to EmergeOrtho’s IT governance and security standards
• Support audits and cyber insurance documentation, including breach summaries and remediation steps
• Work closely with other IT team members to resolve complex issues and share knowledge
• Participate in business-wide meetings, providing insight and recommendations for technical duties performed
• Deliver exceptional customer service, ensuring a positive experience
• Frequently travel to numerous office locations
• Reads and respond to all work-related e-mails, phone calls and text in a timely manner
• Keeps the Service Desk Support database and ticketing system updated daily
• Maintains patient confidentiality; complies with HIPAA privacy and confidentiality guidelines established by the practice
• Maintains detailed knowledge of practice management and other computer software as it relates to job functions

Skills

• 2-year AAS degree in Information Technology, or the equivalent
• Minimum of one year of experience in providing IT Service Desk or Help Desk support
• Skill in analyzing, diagnosing, and resolving software and hardware problems and their interrelationships with available tools (e.g., personal computer and peripherals, network equipment, communications equipment, etc.)
• Strong communication skills, both written and verbal, to effectively assist users remotely
• Ability to adapt to rapidly developing and changing technology
• Ability to work in a fast-paced environment and prioritize multiple tasks and demands
• Strong organizational skills
• Ability to maintain composure when confronted with stressful situations
• Excellent interpersonal and communication skills
• Experience in a medical office environment

Qualifications

Must Haves

• 2-year AAS degree in Information Technology, or the equivalent
• Minimum of one year of experience in providing IT Service Desk or Help Desk support
• Skill in analyzing, diagnosing, and resolving software and hardware problems and their interrelationships with available tools (e.g., personal computer and peripherals, network equipment, communications equipment, etc.)
• Strong communication skills, both written and verbal, to effectively assist users remotely
• Ability to adapt to rapidly developing and changing technology
• Ability to work in a fast-paced environment and prioritize multiple tasks and demands
• Strong organizational skills
• Ability to maintain composure when confronted with stressful situations
• Excellent interpersonal and communication skills

Nice to Haves

• Experience in a medical office environment

Benefits

• 401(k) Retirement plan
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible spending account
• Health savings account
• Paid time off
• Holiday Pay
• Employee Assistance Program
• Life Insurance
• Short Term Disability
• Long Term Disability
• Pet Insurance
• Milestone Bonus Program
• Note: Available benefits based on hours worked per week.