IT Support Specialist - On Site

The IT Support Specialist at OrthoArkansas serves as the frontline technology support resource across the organization. This role is responsible for resolving common technical issues, providing outstanding customer service, and escalating complex problems appropriately. With a strong focus on kindness, integrity, and conscientiousness, this position helps ensure staff and providers have the tools and support they need to deliver excellent patient care., * End-User Support and Troubleshooting

• Serve as the first point of contact for IT issues via phone, email, in-person, and remote support.
• Troubleshoot and resolve common problems related to hardware, software, login credentials, printers, and connectivity.
• Accurately document incidents, resolutions, and follow-ups in the IT ticketing system.
• Communicate clearly and professionally with end users about issue status and next steps.

• Technical Support and Escalation

• Escalate unresolved issues to Tier 2 or other IT team members with complete documentation.
• Assist with user onboarding and training on basic systems and devices.
• Support remote desktop environments and mobile device setups under guidance.
• Follow all security protocols, including HIPAA, to protect patient and company data.

• Team Collaboration and Professionalism

• Demonstrate professionalism, patience, and empathy in all user interactions.
• Support IT team members and contribute to a collaborative and respectful team environment.
• Assist with additional duties and IT projects as assigned.

• Additional Responsibilities

• Perform other related duties as assigned to support IT operations and team initiatives.

People are happier after interactions with you because you are kind and pleasant.

INTEGRITY

Always doing the right thing, especially when no one is looking.

CONSCIENTIOUSNESS

Strive for excellence in all that you do, paying special attention to the details that make a difference in patient care and teamwork., * High school diploma or equivalent required.

• 1-2+ years of experience in a Help Desk, Service Desk, or customer-facing technical support role preferred.
• Experience supporting Windows 10/11 and Microsoft Office applications.
• Familiarity with Microsoft 365 (Outlook, Teams) and remote support tools.
• Exposure to Active Directory user account management is a plus.

Required Certificates, Licenses, Registrations:

• None required.

Preferred Certificates, Licenses, Registrations:

• CompTIA A+, Microsoft certifications, or other relevant IT certifications.

Skills & Abilities:

• Strong customer service and interpersonal communication skills.
• Ability to follow documented processes and quickly learn new systems.
• Detail-oriented with a strong sense of ownership and accountability.
• Security-conscious mindset, including awareness of phishing, MFA, and data protection.
• Comfortable escalating issues and asking questions when needed.

Software Skills:

• Intermediate: Windows 10/11, Microsoft Office Suite, Microsoft 365 (Outlook, Teams), Remote Support Tools
• Basic: Ticketing systems, Active Directory (preferred)

401(k), Health insurance, Paid time off, Life insurance, Profit sharing, Paid holidays, * Attractive Compensation & Comprehensive Benefits - Receive a benefits package including medical, life insurance, 401(k) with employer profit-sharing contributions, paid time off, and paid holidays.

• Culture of Excellence - Be part of a team that values kindness, integrity, attention to detail, and continuous learning to provide the best in patient care.
• Professional Growth & Development - Grow foundational IT skills and build toward higher-tier roles with structured mentorship.
• Collaborative & Supportive Environment - Join a team committed to helping each other learn and succeed in a fast-paced environment.

Additional Details:

• Performance Expectations: Resolve Tier 1 support tickets efficiently, maintain clear documentation, and contribute to a strong support culture.
• Professional Development: Opportunities for training, certifications, and growth into Tier 2+ roles for high-performing team members.