IT Service Desk Tier 1

IT SERVICE DESK TIER 1

First Point of Contact. Technical Excellence. Customer Service Focus.

About AICA Orthopedics

AICA Orthopedics is a leading integrated healthcare provider in Atlanta. With 21 locations across the metro area and a team of 400+ professionals, we offer a multidisciplinary approach that brings together orthopedic surgeons, neurologists, chiropractors and physical therapists.

Position Overview

The IT Service Desk Tier 1 Specialist serves as the front line of technology support for AICA Orthopedics, ensuring our clinical and corporate teams have the technical resources they need to deliver exceptional patient care. This role combines technical problem-solving with outstanding customer service, providing timely assistance and support for hardware, software, and system issues across our multi-location healthcare network.

Core Responsibilities

Technical Support & Issue Resolution

• Serve as the first point of contact for end users seeking technical assistance via phone, email, ticketing system, or in-person
• Diagnose, research, and resolve Tier 1 technical hardware and software issues efficiently
• Troubleshoot computer systems, software applications, network connectivity, and peripheral devices
• Provide accurate information on IT products, services, and best practices
• Document all support interactions, solutions, and troubleshooting steps in the IT ticketing system
• Follow established procedures and workflows to ensure consistent service delivery

Customer Service & Communication

Escalation & Collaboration

Equipment & Infrastructure Support

Continuous Improvement

Qualifications & Skills

Required

Preferred

The Ideal Candidate

Benefits & Growth Opportunities

Work Environment & Schedule

Why Join AICA?

Ready to launch your IT career in a dynamic healthcare environment? Apply now and join a team that values both technical expertise and exceptional service!

AICA Orthopedics is an equal opportunity employer and values diversity in our organization.

Requirements

Required

Associate's degree in Information Technology, Computer Science, or related field

2+ years of help desk or technical support experience

Strong customer service orientation with excellent interpersonal skills

Exceptional written and verbal communication abilities

Proven problem-solving skills to diagnose and resolve basic technical issues

Proficiency with Windows operating systems and Microsoft Office Suite

Experience with ticketing systems and IT service management tools

Ability to learn new technologies and systems quickly

Strong attention to detail and follow-through on commitments

Flexibility and ability to multi-task in a fast-paced environment

High level of professionalism and ability to maintain confidentiality

Physical ability to lift up to 50 pounds

Valid driver's license and reliable transportation for travel between locations

Preferred

Experience in healthcare IT environments

Familiarity with EMR / EHR systems (NextGen preferred)

Basic networking knowledge (TCP / IP, DNS, DHCP)

Understanding of Active Directory and Office 365

CompTIA A+ or similar technical certification

ITIL Foundation certification or knowledge of ITIL practices