IT SUPPORT ENGINEER

Location: Daytona, FL / Ocala, FL
Job Type: Full-Time
Department: Information Technology

About Radiology Associates

Radiology Associates is the leading provider of patient care and medical imaging in Eastern Central Florida. We offer high-quality imaging services using state-of-the-art technology in a comfortable, caring, and professional environment. Our team members are integral to creating an exceptional patient experience and fostering a positive and purposeful work atmosphere.

We are proud to be recognized as a Breast Imaging Center of Excellence by the American College of Radiology.

Why Join Us

When you become part of Radiology Associates, you join an elite team dedicated to providing the best patient care. We prioritize employee recognition, growth, and diversity and are looking for motivated individuals who want to grow with us.

JOB SUMMARY: The IT Support Engineer is an individual contributor responsible for resolving complex technical issues, serving as a primary escalation point for high-impact incidents, and improving support quality through documentation, standardization, and collaboration. This role leads by influence-aligning peers and partner teams around best practices, driving consistent support outcomes, and improving end-user services through clear communication, strong technical judgment, and operational discipline.

ESSENTIAL FUNCTIONS:

• Serve as a primary escalation point for complex hardware, application, and network issues, driving incidents to resolution and documenting outcomes.
• Serve as a primary escalation point for complex radiologist read station issues, driving incidents to resolution and documenting outcomes.
• Troubleshoot advanced hardware and application issues (e.g., operating systems, identity/access, clinical applications, collaboration tools) and coordinate with vendors or internal teams as needed.
• Develop and maintain support procedures, knowledge articles, and standard operating guides to improve service consistency and reduce repeat incidents.
• Monitor service desk ticketing systems, analyze trends and root causes, and recommend corrective actions and preventive improvements.
• Lead by influence by sharing knowledge with the support team through documentation, walkthroughs, and informal guidance-driving adoption of standards and improving collective troubleshooting capability (without direct people management).
• Coordinate with IT teams on changes, upgrades, and maintenance windows; communicate user impact and validate post-change support readiness.
• Follow and reinforce organizational security policies and data protection standards in day-to-day support work, including proper access handling and secure troubleshooting practices.
• Contribute to operational reporting (e.g., incident summaries, recurring-issue analysis) and present improvement recommendations to IT leadership and stakeholders.
• Participate in on-call rotation.

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support or technical helpdesk roles, including ownership of complex escalations and high-priority incident resolution.
• Strong troubleshooting skills and in-depth knowledge of Windows, MacOS, M365, and network environments.
• Excellent communication and organization skills, with the ability to lead by influence, coordinate across teams, and explain technical concepts to non-technical audiences.
• Experience with ITSM tools and ticketing systems.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) preferred.

REQUIREMENTS: Must possess and maintain a valid Florida class E driver's license and a satisfactory driving record.

ABILITIES:

• Ability to work effectively with co-workers and vendors.
• Ability to communicate effectively and clearly.
• Ability to have strong verbal and written interpersonal communication.

PHYSICAL/MENTAL DEMANDS: Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as the need evolves.

Benefits

As an employee of Radiology Associates, you will enjoy a comprehensive benefits package, including:

• Affordable Medical, Dental, and Vision Insurance
• Paid Time Off (PTO) and Paid Holidays
• Paid Life and AD&D Insurance
• Employee Assistance Program (EAP)
• Travel Assistance and Identity Theft Protection
• Employee Recognition Programs
• 401(k) Retirement Plan
• Employee Referral Bonus Program

Additional Information:

Equal Opportunity Employer
Radiology Associates complies with federal, state, and local anti-discrimination laws, regulations, and ordinances.

Drug-Free and Tobacco-Free Workplace
We are committed to maintaining a safe and healthy work environment.

E-Verify Participation
This organization participates in E-Verify to confirm employment eligibility in the United States.