SCO IT Technician

Job Description

Job Description

SOUTHERN CALIFORNIA ORTHOPEDIC INSTITUTE

Job Title: IT Technician I

Internal: ITTECH1 - SCO IT Technician

Department: Information Technology

Reports To: IT Supervisor

FLSA Status: Non-Exempt

Position Summary

The IT Technician I serves as a front-line representative of the Information Technology Department and is responsible for providing professional, courteous, and timely technical support to clinical, administrative, and operational staff across the organization.

The IT Technician I supports SCOI's mission by ensuring clinical and administrative technology systems remain operational and available to support exceptional patient care and organizational efficiency. This position provides first-level support for computer hardware, software, mobile devices, Microsoft 365 applications and services, printers, telecommunications systems, clinical applications, and user account administration.

The successful candidate must possess strong customer service skills, effective communication abilities, professionalism, and a willingness to learn and grow within a healthcare technology environment.

This position supports multiple clinic locations and requires reliable transportation for occasional travel between facilities.

Essential Duties and Responsibilities

End User Support

• Provide first-level technical support to clinical, administrative, and operational staff.
• Troubleshoot and resolve hardware, software, operating system, and application-related issues.
• Assist end users with Microsoft 365 applications including Outlook, Word, Excel, Teams, and other approved business applications.
• Provide technical support for desktop computers, laptops, monitors, peripherals, and related equipment.
• Configure, deploy, maintain, and troubleshoot printers, scanners, and multifunction devices.
• Support mobile devices including smartphones and tablets operating on approved organizational platforms.
• Deliver prompt, professional, and courteous technical assistance while maintaining a customer-service-focused approach to support requests.
• Maintain a high level of customer service while responding to end-user requests and technical incidents.
• Educate users on approved technology practices and organizational procedures.

Service Request and Incident Management

• Receive, document, prioritize, and resolve technical support requests through the organization's approved IT service management and ticketing system.
• Maintain accurate and thorough documentation of troubleshooting activities, resolutions, hardware deployments, software installations, account changes, and end-user interactions.
• Monitor assigned support requests through completion and provide timely communication and status updates to end users.
• Meet established service standards, response expectations, and documentation requirements.

Account Administration

• Create, modify, disable, and maintain user accounts within approved systems and environments in accordance with organizational procedures.
• Manage user access permissions, security groups, shared resources, and assigned technology resources.
• Assist users with password resets, account unlocks, and multi-factor authentication (MFA) enrollment and troubleshooting.
• Ensure user account administration activities comply with approved security and access control procedures.

Hardware Deployment and Asset Management

• Prepare, configure, image, deploy, and replace desktop and laptop computers.
• Install, configure, and test approved software packages and technology solutions.
• Perform workstation setup and deployment activities for new employees and department relocations.
• Assist with hardware lifecycle management including equipment deployment, replacement, recovery, and disposal.
• Support workstation refresh projects and technology rollouts as directed.

Clinical Application Support

• Provide first-level support assistance for approved clinical and business applications (CareConnect, iCAP, eForms, PACS, Visage, Centricity Practice Solution, SRS EHR, Fluency Direct, and other approved organizational applications).
• Escalate application-specific issues to senior IT staff, application specialists, or software vendors as appropriate.

Telecommunications Support

• Provide basic support and troubleshooting for the organization's Mitel VoIP telephone environment.
• Assist end users with telephone setup, basic device configuration, and connectivity issues.
• Escalate advanced telecommunications issues as appropriate.

Security and Compliance

• Maintain confidentiality of patient, employee, financial, and organizational information.
• Comply with all HIPAA, privacy, security, and organizational policies and procedures.
• Follow approved security standards when deploying, supporting, and maintaining technology assets.
• Report security incidents, suspicious activity, vulnerabilities, or policy violations through established procedures.
• Participate in required security awareness and compliance training.

Team Support and Special Projects

• Assist with technology deployments, upgrades, equipment relocations, and organizational IT initiatives.
• Support remote locations or special projects as assigned by the IT Supervisor.
• Collaborate with IT team members, vendors, and business stakeholders to resolve technical issues.
• Participate in departmental meetings, training sessions, and professional development opportunities.
• Perform other duties, projects, and responsibilities as assigned by the IT Supervisor.

Supervisory Responsibilities - NONE

Qualifications

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Education and Training

Required

• High School Diploma or GED equivalent.

Preferred

• Technical School Certificate Program in Information Technology or a related field.
• CompTIA A+ Certification or equivalent technical certification/training.
• Associate Degree in Information Technology, Computer Science, Information Systems, or a related field.

Experience

• Zero (0) to two (2) years of experience in Information Technology, Help Desk, Desktop Support, Technical Support, Customer Service, or a related field preferred.
• Internship experience, technical school training, military technical training, or equivalent hands-on experience may be considered in lieu of professional experience.
• Experience supporting healthcare technology environments is preferred but not required.

Technical Knowledge and Skills

Knowledge of or experience with:

• Microsoft 365 applications and services
• Windows 11 operating systems
• Active Directory user and group administration
• Microsoft Teams
• Multi-Factor Authentication (MFA)
• Desktop and laptop hardware support
• Printer and scanning technologies
• Mobile device support (iOS and Android)
• Software installation and troubleshooting
• IT ticketing and Service Management Systems
• Asset management and inventory tracking 
• Basic networking concepts: TCP/IP, DNS, DHCP, VPN Connectivity, Wireless Networking.

Professional Competencies

• Demonstrates professionalism, integrity, and accountability in all work activities.
• Maintains positive and respectful working relationships with staff, providers, patients, vendors, and coworkers.
• Possesses strong customer service and communication skills.
• Demonstrates sound judgment, attention to detail, and a willingness to learn.