IT Technician
Provides day-to-day end-user IT support at an orthopaedic clinic — troubleshooting hardware, software, and connectivity issues in person and by phone, supporting EHR and PACS systems, installing and configuring equipment, and documenting fixes. Core technologies include desktop/server operating systems, MS Office, diagnostic utilities, and clinical imaging/records systems.
- Compensation
- Not disclosed
- Location
- Knoxville, TN, USA
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- It support
- Posted
Skills
Must have
- College diploma or university degree in computer science and/or 3+ years equivalent work experience
- Knowledge of basic computer hardware and desktop/server operating systems
- Application support experience with MS Office, EHRs, or PACS systems
- Working knowledge of a range of diagnostic utilities
- Proven analytical and problem-solving abilities in a high-pressure environment
- Ideal team player attributes: humble, hungry, and smart
- 40-hour work week with local travel, including some evening and weekend work
- Ability to lift and transport moderately heavy objects such as computers and peripherals
Nice to have
- IT certifications
Full description
Knoxville Orthopaedic Clinic (KOC) is seeking a knowledgeable, service-oriented IT Technician to support our Team Members and technology systems across the organization. This position serves as a key point of contact for end-user technical support, helping troubleshoot and resolve computer, software, and system-related issues both in person and over the phone.
The IT Technician is responsible for responding to help requests, troubleshooting technical issues, maintaining existing systems, assisting with the installation and configuration of new technology, and escalating issues when appropriate. This role also supports IT projects and other technology-related initiatives as needed.
Responsibilities
Troubleshooting (Primary Directives)
- Rapid Diagnostics: Listen generously by giving users undivided attention and using targeted questioning to identify root causes of hardware, software, and connectivity failures.
- Clinical Prioritization: Get clear on expectations by discussing outcomes upfront and resolving issues based on their impact on patient care and established SLAs.
- EHR & PACS Support: Provide expert-level support for imaging and records to do what’s best for the patient and ensure seamless clinic flow.
- Root Cause Analysis: Relentlessly pursue improvement by analyzing incident trends to identify systemic problems and prevent future whirlwind disruptions.
- Disciplined Resolution: Pay attention to the details to test, document, and verify all fixes, ensuring accuracy and long-term stability.
- Technical Hand-offs: Act with integrity by owning the process and providing full documentation of all diagnostic steps taken when escalating complex issues.
Operational Management
- Service Desk Response: Deliver legendary service by responding to incoming requests via telephone and email with a focus on professionalism and amazing the end-user.
- Lifecycle Documentation: Focus on process to record and track the entire problem-solving journey, including all successful and unsuccessful actions, through to final resolution.
- Deployment & Hardware: Look for the “yes” when performing hands-on fixes, finding resourceful ways to complete installs, upgrades, and configurations.
- Security Advocacy: Practice good stewardship by helping end-users secure patient information and follow compliance guidelines in their daily tasks.
- Expectation Management: Honor commitments by being reliable with follow-ups and notifying others early if a deadline or SLA cannot be fulfilled.
Position Requirements
Formal Education, Certification & Experience
- College diploma or university degree in computer science and/or 3+ years equivalent work experience.