IT Support Technician I / II

Description:

Shift: Monday-Friday 8:00AM-5:00PM

This role provides Level 1-2 technical support across multiple imaging centers and corporate offices, assisting users with desktop systems, Microsoft 365, connectivity, endpoint devices, and radiology applications including Epic, RIS, and PACS. The successful candidate brings strong customer service, technical troubleshooting, and communication skills and is comfortable supporting a fast-paced outpatient radiology environment. This position serves as a primary point of contact for day-to-day technology issues, resolves common incidents and service requests, documents work accurately, and escalates more complex infrastructure, application, cybersecurity, or system issues when appropriate.

This position may provide support for server and network infrastructure, including troubleshooting, configuration, monitoring, maintenance, and coordination with internal or external infrastructure resources. The successful candidate combines technical expertise with excellent customer service and communication skills and is comfortable supporting a fast-paced outpatient radiology environment where technology availability, security, and reliability are essential to efficient patient care and diagnostic operations.

Essential Duties and Responsibilities:

Technical Support & Service Desk

• Provide Level 1-2 technical support for hardware, software, operating system, application, connectivity, and endpoint issues.
• Respond to service requests and incidents by phone, remote-support tools, ticketing system, email, and in person.
• Diagnose and resolve common Windows, Microsoft 365, Epic, radiology application, peripheral, printing, and connectivity issues.
• Support desktops, laptops, monitors, printers, scanners, docking stations, mobile devices, and other approved technology.
• Perform workstation setup, software installation, basic configuration, password and account assistance, and routine troubleshooting.
• Document troubleshooting steps, resolutions, equipment changes, and user communications accurately in the ticketing system.
• Create new hire emails and badges with door access
• Request EPIC access and terminations of access.
• Escalate complex or recurring issues to senior IT staff, application teams, vendors, or other technical resources as appropriate.
• Maintain ownership of assigned tickets through resolution or documented escalation and communicate status to users.

Epic & Radiology Technology Support

• Provide day-to-day technical support for Epic and other applications supporting outpatient radiology and diagnostic imaging operations.
• Troubleshoot common workstation, application, printing, authentication, connectivity, and peripheral issues affecting radiology workflows.
• Assist with technology associated with imaging workflows, including workstations and related peripherals, within established procedures.
• Escalate application, modality, PACS/RIS, interface, or other specialized issues to appropriate internal teams or vendors.
• Understand the importance of timely technical support to patient scheduling, registration, imaging workflows, and diagnostic services.
• Assist with system upgrades, testing, workstation deployments, and technology changes affecting radiology operations.

Microsoft 365 & Endpoint Support

• Provide user support for Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and related applications.
• Troubleshoot common Microsoft 365 sign-in, synchronization, configuration, and application issues.
• Perform routine Active Directory and account administration within assigned permissions and documented
  procedures.
• Assist with device deployment, imaging, configuration, patching, software installation, upgrades, and lifecycle
  activities.
• Use endpoint-management and remote-support tools to configure, troubleshoot, and maintain devices.
• Maintain accurate hardware and software inventory records.

Multi-Site Outpatient Imaging Operations

• Provide technology support across DRI's outpatient radiology and diagnostic imaging locations.
• Support radiologists, technologists, clinical staff, administrative employees, and leadership with routine technology
  needs.
• Assist with new-site deployments, office moves, equipment installations, workstation replacements, and site expansions.
• Support workstations, monitors, printers, scanners, and other connected devices used in outpatient imaging operations.
• Coordinate with IT and operations teams to minimize technology-related disruptions to patient services.
• Travel between locations as required to resolve issues, perform installations, or support projects.

Cybersecurity & Compliance

• Follow organizational cybersecurity policies, access-control standards, and applicable healthcare privacy and security requirements, including HIPAA.
• Support routine endpoint security controls, antivirus/EDR, encryption, MFA, and approved security applications.
• Recognize and promptly escalate suspected phishing, malware, compromised accounts, unauthorized access, or other security concerns.
• Assist with security patching, software updates, endpoint remediation, and user security support as directed.
• Protect patient, employee, and organizational information and follow established procedures for handling sensitive data.

Network & Infrastructure Support

• Perform basic troubleshooting of wired and wireless connectivity, VPN access, network settings, and endpoint connectivity.
• Assist senior IT staff with network, server, wireless, and infrastructure troubleshooting as assigned.
• Identify when an issue requires escalation involving switches, firewalls, DNS, DHCP, servers, or other infrastructure technologies.
• Coordinate with vendors and managed service providers under the direction of senior IT staff.
• Assist with infrastructure upgrades, equipment refreshes, and technology projects.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field preferred, or an equivalent combination of education and relevant experience.
• 2+ years of IT support, help desk, desktop support, or closely related technical experience.
• Working knowledge of Microsoft Windows and Microsoft 365 applications.
• Ability to troubleshoot common hardware, software, peripheral, printing, account, and connectivity issues using established procedures.
• Ability to learn healthcare and radiology applications and support users in a multi-site environment.
• Strong customer service, communication, organization, documentation, and problem-solving skills.
• Ability to prioritize multiple requests, follow escalation procedures, and work effectively with users of varying
  technical skill levels.

Preferred Qualifications

• Healthcare IT support experience.
• Experience supporting Epic, RIS/PACS/DICOM, or diagnostic imaging environments.
• Experience with Microsoft 365 administration, endpoint-management tools, or remote-support platforms.
• Basic knowledge of TCP/IP networking, VPN, DNS, DHCP, wireless connectivity, and cybersecurity concepts.
• CompTIA A+, Network+, Microsoft, or other relevant entry- to intermediate-level technical certification.
• Experience supporting users across multiple physical locations.
• Knowledge of HIPAA and healthcare privacy and security requirements.

Core Competencies

• Customer Service
• Technical Troubleshooting
• Service Desk & Ticket Management
• Windows & Microsoft 365
• Endpoint & Peripheral Support
• Epic & Healthcare Application Support
• Radiology Technology Support
• Basic Network Troubleshooting
• Cybersecurity Awareness
• Multi-Site Support
• Documentation
• Communication
• Problem Solving
• Collaboration
• Accountability
• Continuous Learning

Work Environment
This position operates throughout a multi-site outpatient radiology and diagnostic imaging organization, supporting
both administrative and imaging locations. The role requires regular interaction with radiologists, technologists, clinical
and administrative staff, leadership, vendors, and other IT professionals. Occasional travel between locations and work outside normal business hours may be required for system upgrades, deployments, maintenance, cybersecurity incidents, or urgent technical issues.

Physical Requirements
• Ability to sit, stand, walk, bend, and move throughout administrative and outpatient imaging locations.
• Ability to travel between DRI locations as required.
• Ability to lift and transport computer equipment and other technology-related items weighing up to
approximately 40 pounds.
• Ability to work at a computer for extended periods.

The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not intended to be an exhaustive list of all duties, responsibilities and qualifications of employees assigned to this job. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described