Jacksonville, FL Job Id: 1055 # of Openings: 1

POSITION TITLE: IT SPECIALIST I

Borland Groover is one of Florida’s leading gastroenterology providers. Founded in 1947, our mission is to provide exceptional care and improve the lives of our patients. We value ourselves on delivering quality care (quality), doing the right thing (accountability), caring for our patients (compassion), and taking care of our employees (collaboration). If you love the vision of Borland Groover, and find your values aligning with ours, apply to join our team!

POSITION SUMMARY

The IT Specialist / Help Desk Technician — Tier I provides frontline technical support to physicians, advanced practice providers, clinical staff, administrative staff, and business office users across the organization. This role is responsible for responding to service desk tickets, troubleshooting hardware and software issues, supporting end-user devices, assisting with account access, and escalating more complex issues to senior IT staff when appropriate.

This position requires strong customer service skills, technical aptitude, attention to detail, and the ability to support technology in a fast-paced healthcare environment where system availability directly impacts patient care and practice operations.

ESSENITAL JOB FUNCTIONS:

Help Desk and End-User Support

Serve as the first point of contact for IT support requests submitted by phone, email, ticketing system, or other approved channels.
Triage, document, prioritize, and resolve Tier I support tickets in accordance with established service levels.
Provide courteous, timely, and professional support to physicians, providers, clinical staff, administrative teams, and remote users.
Troubleshoot common hardware, software, network, printer, phone, and peripheral issues.
Escalate complex, recurring, or higher-risk issues to Tier II, Tier III, infrastructure, applications, cybersecurity, or vendor support teams as appropriate.
Follow up with users to confirm issue resolution and ensure customer satisfaction.
Onboarding new hires and completing transfers

Workstation, Device, and Peripheral Support

Install, configure, troubleshoot, and support desktops, laptops, thin clients, monitors, scanners, printers, signature pads, label printers, dictation devices, and other clinical or administrative peripherals.
Assist with setup and support of workstations in physician offices, clinical exam rooms, procedure areas, call centers, administrative offices, and remote work locations.
Perform basic hardware diagnostics and coordinate repairs or replacements when needed.
Support mobile devices and approved mobile applications, including basic setup, connectivity, and access troubleshooting.

Application and System Support

Provide Tier I support for commonly used business and clinical applications, including EHR, practice management, Microsoft 365, email, Teams, telephony, faxing, scanning, document management, and other approved systems.
Assist users with password resets, account lockouts, basic access issues, and application navigation support.
Troubleshoot login, printing, scanning, connectivity, and session issues related to clinical and administrative workflows.
Document recurring application issues and communicate trends to the appropriate application or technical teams.
Support technology needs related to patient care operations, including clinics, ambulatory surgery centers, call centers, and business office functions.

User Account and Access Support

Assist with user onboarding, transfers, and offboarding activities in accordance with IT and HR procedures.
Create, modify, disable, or escalate user access requests based on approved workflows.
Ensure access requests are properly documented and authorized before changes are made.
Follow least-privilege and role-based access principles.
Maintain confidentiality and comply with organizational security and privacy policies.

Network, Connectivity, and Telephony Support

Troubleshoot basic network connectivity issues, including wired, wireless, VPN, and remote access problems.
Assist users with phone, voicemail, headset, softphone, and call center technology issues.
Identify outages, recurring connectivity problems, or site-specific issues and escalate appropriately.
Support basic conference room, meeting, and audiovisual technology as needed.

Documentation and Process Support

Accurately document all troubleshooting steps, resolutions, escalations, and user communications in the IT service management system.
Contribute to internal knowledge base articles, standard operating procedures, user guides, and troubleshooting documentation.
Follow established IT policies, procedures, change management practices, and security standards.

Security and Compliance

Follow HIPAA, privacy, cybersecurity, and organizational compliance requirements at all times.
Protect patient, employee, physician, and organizational information from unauthorized access, disclosure, or misuse.
Report suspected cybersecurity incidents, phishing attempts, lost devices, inappropriate access, or privacy concerns according to established procedures.
Assist with basic security assistance and escalate as needed.
Promote safe technology practices among end users.

Projects and Operational Support

Assist with IT projects, system upgrades, hardware deployments, office openings, office moves, application rollouts, and technology refresh initiatives.
Provide onsite support during go-lives, upgrades, special events, or urgent operational needs.
Participate in after-hours support, weekend maintenance, or on-call rotation as required.
Travel to practice locations, surgery centers, or administrative offices as needed.

GENERAL QUALIFICATIONS

Working knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, printers, scanners, mobile devices, and common business applications.
Basic understanding of networking concepts, including Wi-Fi, IP addressing, VPN, and connectivity troubleshooting.
Strong customer service, communication, and problem-solving skills.
Ability to work effectively with physicians, clinical staff, executives, administrative users, and vendors.
Ability to manage multiple priorities in a fast-paced environment.
Ability to maintain confidentiality and handle sensitive information appropriately.

Knowledge, Skills, and Abilities

Excellent customer service orientation and professional demeanor.
Strong troubleshooting and analytical skills.
Ability to communicate technical information in clear, non-technical language.
Ability to remain calm and effective during system issues, outages, or high-pressure support situations.
Strong attention to detail and commitment to accurate documentation.
Ability to follow standard procedures while recognizing when escalation is needed.
Dependable, organized, and able to work independently or as part of a team.
Understanding of the importance of technology reliability in patient care and healthcare operations.

EDUCATION AND EXPERIENCE

High school diploma or equivalent required.
Minimum of 1 year of IT support, help desk, desktop support, or related technical experience preferred.
Associate degree, technical certification, or equivalent technical training preferred.
CompTIA A+, Network+, Microsoft, HDI, or similar certification preferred.
Experience with EHR and practice management systems preferred.
Experience supporting users in a healthcare, physician practice, ambulatory surgery center, or other clinical environment preferred.
Experience with ticketing systems, endpoint management tools, remote support tools, Active Directory, Azure AD / Entra ID, Microsoft Intune, Citrix, or virtual desktop environments preferred.
Experience supporting multi-site healthcare operations preferred.

PHYSICAL REQUIREMENTS

Ability to sit, stand, walk, bend, kneel, and reach as needed.
Ability to lift and move computer equipment, printers, monitors, and related devices, typically up to 40 pounds.
Ability to work at a computer for extended periods.
Ability to travel between practice locations as required.

WORK ENVIRONMENT

This position operates in a professional healthcare environment, including physician offices, clinical areas, administrative offices, call centers, and ambulatory surgery center settings. The role may require interaction with physicians, clinical teams, patients, vendors, and leadership. The position may involve local travel between multiple practice locations. Ability to work occasional evenings, weekends, or extended hours based on business needs.

BENEFITS (FULL-TIME ONLY)

Health Insurance
Dental Insurance
Vision Insurance
401K Retirement Plan
Life Insurance
Short- and Long-term disability
Profit Sharing
Supplemental Insurance
Education and Tuition Reimbursement funding
Initial Uniform Allowance
Employee Assistance Program (EAP)
Paid Time Off (PTO)
Volunteer Time Off (VTO)
Paid Holidays

IMPORTANT NOTE

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhausted list of duties, responsibilities, and skills. Borland Groover is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We thank all applicants for their interest, however only those selected for an interview will be contacted.

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IT Specialist I

Job Description