Ophthalmology IT Desktop Support Technician

Eye Consultants of Atlanta PC; Atlanta (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

Eye Consultants of Atlanta PC seeks a Desktop Support Technician to provide first‑level IT support across the organization, covering workstations, printers, and mobile devices, ensuring clinic continuity and readiness for Monday morning operations.

You will work with the IT Manager and external vendors to resolve issues, support ModMed EMA/ASC, ophthalmology devices, and the Microsoft 365 stack, and assist with onboarding, ticketing, and device provisioning across multiple metro Atlanta

Qualifications

• Associate degree in Information Technology or related field, or equivalent work experience.
• 1–3 years of desktop support or help desk experience preferred.
• Healthcare/PHI data handling familiarity preferred.

Responsibilities

• Provide first-level desktop and mobile device support for end users.
• Set up new user workstations, accounts, and devices; assist with onboarding.
• Install, configure, and troubleshoot printers, scanners, and peripherals.
• Diagnose and repair hardware/software issues and coordinate with vendors.
• Maintain ticket documentation and ensure timely resolution.
• Support ophthalmology devices and ModMed EMA/ASC components.
• Coordinate with LayerCake MSP and close tickets in-house.
• Participate in after-hours patch windows and clinic readiness checks.

Skills

Customer service

Windows 10/11

macOS basics

Microsoft 365

Active Directory / Entra ID

Prioritize requests

SQL

Automation and scripting

Cloud

Intune administration

Entra ID conditional access

Power Automate

Education

Associate degree in Information Technology or related field

Tools

Intune

Entra ID

Power Automate

Job description

Job Description

Position Summary
The Desktop Support Technician provides first-level technical support to end users across
the organization, including workstation, laptop, mobile device, printer, and peripheral
support. The role serves as the initial point of contact for help desk requests and
coordinates with the IT Manager and outsourced IT vendors to resolve issues. This position
operates within a multi-location ophthalmology practice environment and supports the
ModMed EMA and ASC ecosystem, clinical diagnostic devices, and the Microsoft 365 identity
and endpoint stack. The technician is expected to maintain patient-care continuity by
resolving clinic-impacting issues on the same day and by preparing devices for Monday morning open.

Essential Duties and Responsibilities
*Provide workstation support for laptops, desktops, and mobile devices, both on-premises and remote.
*Set up new user workstations, Microsoft 365 accounts, and mobile devices; assist with
new hire orientation as directed.
* Install, configure, and troubleshoot printers, scanners, and miscellaneous peripheral
devices.
* Diagnose, repair, install, and configure hardware and software for end users.
* Work with outsourced IT hardware and software vendors to resolve tickets and
complete projects.
* Communicate effectively with staff at all levels; exercise tact and discretion when
handling sensitive information.
* Maintain accurate ticket documentation and follow up with end users to confirm
resolution.
*Support ophthalmology diagnostic devices including Optos, OCT (Heidelberg),
Humphrey visual field, and ModMed Kiosk iPads; triage image capture, storage, and
transfer failures in coordination with device vendors.
* Execute ModMed EMA and ASC Firm Admin actions including TWAIN driver
deployment, Desktop Client updates, Kiosk app version compliance, and DDFE and CDF
AWS key rotation support.
* Execute HR-triggered onboarding and offboarding within defined SLA, including
account provisioning via Microsoft Entra ID, MFA enrollment, and 15-minute
deprovisioning with Intune device lock or wipe on termination.
*Coordinate ticket triage with the managed service provider (LayerCake) under the
shared-hours model; close tickets in-house before phone rollover and route automated
and disk-space alerts appropriately.
* Participate in after-hours patch windows and Monday-morning clinic-open readiness
checks for ModMed ASC, EMA, and diagnostic device connectivity.
* Provide white-glove, physician-facing support with clear escalation discipline for
partners and clinical leadership.

Equipment Operated
Workstations, laptops, printers, scanners, mobile devices, VoIP handsets, and standard
office equipment. BluePrint Office Management System. ModMed EMA / EHR / ASC, iSolved
HCM, Microsoft 365 (Entra ID, Intune, Defender for Office 365, SharePoint, Teams),
FortiGate firewalls, Sophos Intercept X, Blackpoint Cyber MDR, ConnectWise and Autotask
ticketing, and RingCentral phones.

Skills and Qualifications
Strong customer service orientation and professional communication skills.
Proficiency with Windows 10 / 11, macOS basics, and Microsoft 365 applications.
Working knowledge of Active Directory / Entra ID account administration.
Ability to prioritize competing requests in a clinic-hours-first environment.
SQL.
Automation and scripting.
Cloud.
Preferred: Microsoft Intune administration, Entra ID conditional access and group
policy, and Power Automate flow authoring.

Education and Experience
Associate degree in Information Technology or related field, or equivalent work experience.
One to three years of desktop support or help desk experience preferred. Prior experience
in a healthcare or physician-practice environment is strongly preferred, with familiarity in
HIPAA-aligned handling of workstations, endpoints, and PHI-adjacent data flows.

Physical Demands

Must be able to lift up to 40 pounds, bend, kneel, and reach to install and service equipment.
Travel between ECA office locations in the metro Atlanta area is required.

Work Environment
Office and clinical settings within a multi-location ophthalmology practice. Occasional afterhours and weekend work is required to support patch windows, vendor updates, and clinic open readiness checks

As part of the hiring process, Eye Consultants of Atlanta may conduct background checks and drug testing to ensure a safe and secure workplace. Offers of employment are contingent upon the successful completion of these screenings. By submitting your application, you acknowledge and consent to these procedures in accordance with applicable laws and regulations.

Eye Consultants of Atlanta complies with all state and federal regulations related to background checks and drug testing and maintains strict confidentiality of all results.