IT Specialist

Description

About The Orthopaedic Institute
The Orthopaedic Institute (TOI) is a long standing and growing orthopedic healthcare organization dedicated to delivering exceptional patient care throughout the state of Florida. Technology plays a critical role in supporting our physicians, clinical teams, administrative staff, and patients, and our IT team is responsible for ensuring that the systems behind that care remain secure, reliable, and effective.

We are seeking an IT Specialist based in Gainesville, Florida to provide hands-on technology support for The Orthopaedic Institute. This position is ideal for someone who enjoys solving problems, working directly with end users, and supporting evolving technology in a fast-paced healthcare environment.

Position Summary
The IT Specialist provides Tier 1 and Tier 2 technical support for end-user hardware, software, network connectivity, clinical applications, and related technology systems. This is a highly hands-on role that includes troubleshooting technical issues, deploying and maintaining equipment, supporting user accounts and applications, documenting solutions, and assisting with IT projects and infrastructure initiatives.

The IT Specialist will regularly interact with physicians, clinical staff, administrative personnel, and other members of the IT organization. Because technology directly supports patient care and business operations, this position requires strong technical troubleshooting skills, excellent customer service, attention to detail, and the ability to work effectively with minimal supervision.

Travel to The Orthopaedic Institute’s various locations across Florida will be needed as required.

Key Responsibilities

• Provide timely, professional Tier 1 and Tier 2 technical support to physicians, clinical staff, administrative employees, and other end users.      
• Install, configure, maintain, troubleshoot, and replace Windows desktops, laptops,  Apple iPads, printers, scanners, monitors, docking stations, and other end-user equipment. 
• Diagnose and resolve hardware, operating system, software, peripheral, and connectivity issues. 
• Support Microsoft Windows 10/11 environments and Microsoft 365 applications. 
• Assist with Microsoft Active Directory and Entra ID user accounts, groups,  password resets, permissions, and access-related issues. 
• Support mobile devices and mobile device management solutions, including Microsoft  Intune. 
• Install, configure, update, and troubleshoot approved business and clinical applications. 
• Support healthcare technology and clinical systems, including Electronic Health Record/Electronic Medical Record (EHR/EMR), PACS, imaging, and other clinical applications. 
• Troubleshoot application errors, workstation integration issues, login problems, and connectivity issues involving clinical systems. 
• Perform basic wired and wireless network troubleshooting, including TCP/IP, DHCP, DNS, VPN, Wi-Fi, network drops, and endpoint connectivity. 
• Escalate complex network, server, application, or security issues to the appropriate Systems, Network, Security, or Applications teams. 
• Deploy, maintain, track, and retire IT assets in accordance with organizational standards and asset-management procedures. 
• Maintain accurate local inventory of computers, peripherals, mobile devices, and other IT equipment. 
• Perform preventative maintenance and technology refresh activities as needed. 
• Document incidents, service requests, troubleshooting activities, and resolutions in the organization's IT Service Management (ITSM) platform. 
• Develop and maintain knowledge-base articles, procedures, and technical documentation for common issues and recurring support needs. 
• Identify recurring technical problems and communicate trends or potential systemic issues to IT leadership. 
• Assist with user onboarding, transfers, and terminations by configuring equipment and ensuring appropriate system access. 
• Ensure endpoints and devices comply with organizational security standards and cybersecurity requirements. 
• Assist with cybersecurity tools and incident-response activities as directed, including endpoint remediation, malware response, and information gathering. 
• Maintain strict compliance with HIPAA, patient confidentiality requirements, cybersecurity policies, and organizational security standards. 
• Provide technical guidance and basic training to employees on hardware, software, cybersecurity practices, and IT procedures. 
• Coordinate with third-party vendors for hardware, software, telecommunications, and application support when necessary. 
• Participate in workstation deployments, office openings, relocations, technology refreshes, infrastructure projects, and other IT initiatives. 
• Provide remote technical support to users and locations outside the Gainesville area when needed. 
• Participate in occasional pre-scheduled after-hours or weekend work for maintenance, deployments, outages, or project activities. 

Requirements

Required Qualifications

• Associate degree in Information Technology, Computer Science, Computer Engineering, or      an equivalent combination of professional experience, technical education,      and industry certifications. 
• 1–3 years of professional IT support, desktop support, service desk, or end-user computing experience. 
• Strong experience troubleshooting Windows desktops and laptops in a business or enterprise environment. 
• Working knowledge of Windows 10/11 installation, configuration, maintenance, and troubleshooting. 
• Experience supporting Microsoft 365 applications and services. 
• Experience working with Microsoft Active Directory and/or Microsoft Entra ID. 
• Experience diagnosing and resolving computer hardware, printer, peripheral, and application issues. 
• Fundamental knowledge of networking concepts including TCP/IP, DHCP, DNS, VPN, Ethernet, and Wi-Fi. 
• Experience working with an IT ticketing or IT Service Management platform. 
• Basic understanding of cybersecurity concepts including endpoint security,  phishing, malware, access controls, and data protection. 
• Strong analytical, troubleshooting, and problem-solving skills. 
• Excellent verbal and written communication skills. 
• Strong customer-service skills and the ability to communicate technical concepts clearly to non-technical users. 
• Ability to independently prioritize multiple requests and manage competing responsibilities in a fast-paced environment. 
• High level of professionalism, patience, attention to detail, and follow-through. 
• Ability and willingness to learn new technologies, applications, and processes. 

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related technical discipline. 
• Previous experience providing IT support in a healthcare or clinical environment. 
• Experience directly supporting physicians, nurses, medical assistants, technicians,  or other clinical staff. 
• Experience supporting healthcare systems such as Modernizing Medicine,  eClinicalWorks, PACS, or similar EHR/EMR and clinical applications. 
• Experience with Microsoft Intune or another mobile device management/endpoint management platform. 
• Experience administering or supporting Microsoft 365 in an enterprise environment. 
• Relevant technical certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or healthcare IT certifications. 
• Experience supporting multiple offices or geographically distributed locations. 

Travel and Scheduling Requirements
This position is based in Gainesville, Florida and will provide on-site support to The Orthopaedic Institute Gainesville office. Regular local travel between North Florida locations is required, with occasional travel to South Florida locations or new practice locations as business needs dictate.

Candidates must possess a valid driver's license, reliable transportation, and the ability to travel between supported locations.

Occasional evening or weekend work may be required for system maintenance, technology deployments, office moves, upgrades, or urgent support situations.

Physical Requirements
The position requires the ability to perform typical hands-on IT support activities, including:

• Lifting and carrying computers, monitors, printers, and other IT equipment weighing up to approximately 40–50 pounds. 
• Standing, walking, sitting, bending, stooping, reaching, and occasionally working underneath desks or in confined areas while installing or troubleshooting equipment. 
• Performing computer-based work for extended periods. 
• Traveling between clinical and administrative locations. 
• Working in clinical environments where appropriate safety procedures and precautions must be followed.

What We're Looking For

The ideal candidate is a hands-on IT professional who combines strong technical troubleshooting abilities with exceptional customer service. You should be comfortable walking into a physician office or clinical department, quickly assessing a technology problem, communicating clearly with the user, and taking ownership of the issue through resolution.

Success in this role requires someone who is dependable, organized, technically curious, comfortable working independently, and able to remain calm and professional when technology issues are impacting clinical or business operations.