IT Help Desk Technician

The IT Help Desk Technician role at Surgical Center Solutions, LLC provides Tier 1 and basic Tier 2 support for employee technology issues and serves as the main point of contact for day-to-day IT needs across multiple locations in Lawrenceville, GA.

Role Responsibilities

• Deliver Tier 1 and basic Tier 2 technical support for hardware, software, network connectivity, and system access concerns.
• Receive, document, prioritize, track, and work through IT support requests using the company ticketing system, ensuring timely responses, follow-up, and closure.
• Coordinate with Human Resources, IT leadership, and hiring managers to complete assigned onboarding tasks, including equipment preparation, system access, account setup, and workstation readiness before the employee start date.
• Monitor onboarding tickets, track outstanding items, provide regular status updates, and communicate or escalate onboarding delays so required equipment and access are available on day one.
• Assist with disabling employee system access, coordinating equipment returns, and maintaining accurate records of company-issued technology upon separation.
• Install, configure, troubleshoot, and maintain desktops, laptops, printers, monitors, and other company-issued equipment.
• Support account administration activities including creating, updating, disabling accounts, password resets, and access permission changes across company systems.
• Troubleshoot common user issues related to Outlook, Teams, Microsoft Office, and other Microsoft 365 services.
• Diagnose and resolve basic network, Wi-Fi, VPN, and internet connectivity issues, escalating more complex technical concerns when needed.
• Assist employees with corporate phone systems, including equipment setup, troubleshooting, and basic configuration.
• Maintain accurate records for IT equipment, assignments, shipments, deliveries, returns, and inventory to support proper tracking and accountability.
• Perform routine software installations, system updates, security patches, and basic preventive maintenance.
• Follow company IT security policies and healthcare privacy requirements, including HIPAA, to protect sensitive company and patient information.
• Maintain documentation for technical issues, troubleshooting steps, equipment assignments, onboarding activities, and completed support requests.
• Collaborate with IT leadership, Human Resources, department managers, and team members to coordinate support activities, provide updates, and address operational needs.
• Identify issues requiring advanced support and escalate appropriately while maintaining communication and accountability until resolution.
• Perform other IT support and technical responsibilities as assigned.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or related field preferred; equivalent professional experience will be considered.
• 1–3 years of experience in an IT help desk, desktop support, or technical support role.
• Experience troubleshooting Windows operating systems, computers, printers, and common workplace software.
• Working knowledge of Microsoft 365 applications including Outlook, Teams, Word, and Excel.
• Basic understanding of network connectivity including Wi-Fi, VPN, DNS, DHCP, and TCP/IP.
• Experience using an IT help desk ticketing system to document, track, prioritize, and resolve requests.
• Familiarity with user account administration, password resets, and access management.
• Experience supporting employee onboarding, workstation setup, and IT equipment distribution preferred.
• Strong organizational and time management skills with the ability to manage multiple support requests and meet deadlines.
• Ability to proactively identify potential delays, communicate concerns, and complete assigned tasks.
• Excellent verbal and written communication with a customer-service-oriented approach.
• Ability to explain technical information clearly to employees with varying technical knowledge.
• Strong problem-solving skills, attention to detail, and ability to work independently or collaboratively.
• Experience with corporate phone systems preferred.
• Ability to travel to various company locations as needed.
• Previous experience supporting a healthcare organization and familiarity with HIPAA requirements preferred.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

Technologies Used

• Windows
• Microsoft 365
• Outlook, Teams, Microsoft Office, Word, Excel
• Wi-Fi, VPN, DNS, DHCP, TCP/IP
• HIPAA
• CompTIA A+, CompTIA Network+

Company Overview

Summit Spine and Joint Centers (SSJC) is on track to become the largest comprehensive spine and joint care provider in the Southeast while providing high-quality clinical, surgical, and imaging services to patients.