Ophthalmology IT Desktop Support Technician

Job Description Position Summary The Desktop Support Technician provides first-level technical support to end users across the organization, including workstation, laptop, mobile device, printer, and peripheral support. The role serves as the initial point of contact for help desk requests and coordinates with the IT Manager and outsourced IT vendors to resolve issues. This position operates within a multi-location ophthalmology practice environment and supports the ModMed EMA and ASC ecosystem, clinical diagnostic devices, and the Microsoft 365 identity and endpoint stack. The technician is expected to maintain patient-care continuity by resolving clinic-impacting issues on the same day and by preparing devices for Monday morning open. Essential Duties and Responsibilities

• Provide workstation support for laptops, desktops, and mobile devices, both on-premises and remote.
• Set up new user workstations, Microsoft 365 accounts, and mobile devices; assist with

new hire orientation as directed. * Install, configure, and troubleshoot printers, scanners, and miscellaneous peripheral devices.

• Diagnose, repair, install, and configure hardware and software for end users.
• Work with outsourced IT hardware and software vendors to resolve tickets and

complete projects. * Communicate effectively with staff at all levels; exercise tact and discretion when handling sensitive information. * Maintain accurate ticket documentation and follow up with end users to confirm resolution. *Support ophthalmology diagnostic devices including Optos, OCT (Heidelberg), Humphrey visual field, and ModMed Kiosk iPads; triage image capture, storage, and transfer failures in coordination with device vendors. * Execute ModMed EMA and ASC Firm Admin actions including TWAIN driver deployment, Desktop Client updates, Kiosk app version compliance, and DDFE and CDF AWS key rotation support. * Execute HR-triggered onboarding and offboarding within defined SLA, including account provisioning via Microsoft Entra ID, MFA enrollment, and 15-minute deprovisioning with Intune device lock or wipe on termination. *Coordinate ticket triage with the managed service provider (LayerCake) under the shared-hours model; close tickets in-house before phone rollover and route automated and disk-space alerts appropriately. * Participate in after-hours patch windows and Monday-morning clinic-open readiness checks for ModMed ASC, EMA, and diagnostic device connectivity. * Provide white-glove, physician-facing support with clear escalation discipline for partners and clinical leadership. Equipment Operated Workstations, laptops, printers, scanners, mobile devices, VoIP handsets, and standard office equipment. BluePrint Office Management System. ModMed EMA / EHR / ASC, iSolved HCM, Microsoft 365 (Entra ID, Intune, Defender for Office 365, SharePoint, Teams), FortiGate firewalls, Sophos Intercept X, Blackpoint Cyber MDR, ConnectWise and Autotask ticketing, and RingCentral phones. Skills and Qualifications Strong customer service orientation and professional communication skills. Proficiency with Windows 10 / 11, macOS basics, and Microsoft 365 applications. Working knowledge of Active Directory / Entra ID account administration. Ability to prioritize competing requests in a clinic-hours-first environment. SQL. Automation and scripting. Cloud. Preferred: Microsoft Intune administration, Entra ID conditional access and group policy, and Power Automate flow authoring. Education and Experience Associate degree in Information Technology or related field, or equivalent work experience. One to three years of desktop support or help desk experience preferred. Prior experience in a healthcare or physician-practice environment is strongly preferred, with familiarity in HIPAA-aligned handling of workstations, endpoints, and PHI-adjacent data flows. Physical Demands Must be able to lift up to 40 pounds, bend, kneel, and reach to install and service equipment. Travel between ECA office locations in the metro Atlanta area is required. Work Environment Office and clinical settings within a multi-location ophthalmology practice. Occasional afterhours and weekend work is required to support patch windows, vendor updates, and clinic open readiness checks As part of the hiring process, Eye Consultants of Atlanta may conduct background checks and drug testing to ensure a safe and secure workplace. Offers of employment are contingent upon the successful completion of these screenings. By submitting your application, you acknowledge and consent to these procedures in accordance with applicable laws and regulations. Eye Consultants of Atlanta complies with all state and federal regulations related to background checks and drug testing and maintains strict confidentiality of all results. #J-18808-Ljbffr Eye Consultants of Atlanta