IT Support Technician

About Spring Fertility

Spring Fertility comprises a dedicated team of experts including physicians and scientists from leading global research hospitals and fertility centers. We are building one of the fastest-expanding fertility groups nationwide, committed to clinical excellence and innovative, patient-focused care. Our mission is to support patients in achieving their family-building goals, offering compassion and personalized guidance throughout their unique journeys.

Role Overview

The IT Support Technician serves as the primary technology support resource for doctors, nurses, medical assistants, and administrative teams, supporting over 400 staff members. This role requires both proactive and reactive technology assistance, including hardware and software installation, configuration, and troubleshooting across various devices such as desktops, laptops, audio/video systems, mobile devices, Meraki networking, and cloud-based applications. Periodic travel to multiple Spring locations is expected. The technician will provide on-call and rotational weekend remote support, engaging frequently with senior leaders in a dynamic, fast-paced environment.

Key Responsibilities

• Deliver IT support services to a diverse user base of more than 400 employees across clinical and administrative departments.
• Continuously explore and implement innovative methods to enhance support processes and technology solutions.
• Maintain high customer service standards, prioritizing urgent issues with attention and care.
• Assist in onboarding by preparing and deploying systems, plus conducting IT training sessions for new employees.
• Manage IT assets including procurement, inventory tracking with accurate cycle counts, and decommissioning hardware as appropriate.
• Participate in evaluating new hardware and software to support organizational IT projects.
• Troubleshoot network issues relating to LAN, WAN, VPN, WiFi, and print servers.
• Support and maintain audiovisual conferencing equipment across various offices and conference rooms.
• Manage IT support tickets promptly according to SLA guidelines, ensuring positive customer satisfaction ratings.
• Collaborate with third-party vendors providing technology services.
• Work effectively with a distributed IT team across domestic and international locations to provide coverage and assistance.
• Document processes and solutions thoroughly to maintain accessible and useful IT knowledge base resources.

Qualifications and Experience

• Bachelor's degree or equivalent combination of education and relevant experience; degree preferred.
• At least two years of prior IT support experience, including expertise supporting Windows 10 and fundamental Windows networking.
• Proficiency in managing laptops, tablets, and Microsoft Office 365 suite (Exchange, OneDrive/SharePoint, Teams, Outlook, Excel).
• Strong troubleshooting abilities for PC hardware and software.
• Experience with ticketing systems, remote access support tools, Meraki networking equipment, and RingCentral or similar telephony platforms.
• Capability to work independently, prioritize multiple tasks, and demonstrate excellent organizational and communication skills.
• Professional demeanor with sound business judgement.
• Ability to collaborate effectively as part of a team.
• Familiarity with Azure Active Directory and Intune is advantageous.
• Prior IT work experience in the medical industry and Microsoft certifications are considered a plus.

Employment Details

This full-time, non-exempt position involves early working hours, and requires participation in rotational weekend and holiday schedules. The salary ranges between $28 and $33 per hour, determined by relevant skills, knowledge, experience, degrees, and certifications.

Benefits

• Competitive health, dental, and vision insurance plans.
• Paid time off for personal rest and rejuvenation.
• Access to mental health support services (BetterHelp therapy sessions).
• Commuter benefits along with discounts on home, auto, and pet insurance.
• 401(k) retirement plan with up to 4% company match.
• Inclusive fertility and parental leave benefits.
• Opportunities for career advancement within a rapidly expanding company.
• Employer-covered life and disability insurance.

Diversity and Inclusion

Spring Fertility is committed to providing equal employment opportunities regardless of gender, sexual orientation, race, ethnicity, or religion. We celebrate diverse backgrounds and experiences, fostering a safe and inclusive workplace that enriches our team and enhances our innovation. Reasonable accommodations are available for candidates with disabilities throughout the application and employment process.