Job Description

Job Title: IT Operations Technician I

As a Level 1 IT Operations Engineer, you will provide essential technical support while serving as a trusted partner to our internal team members. You’ll handle a wide range of support requests from account access and device setup to troubleshooting hardware and software issues, while maintaining accurate system access, hardware inventories, and documentation.

This role blends technical fundamentals with a strong customer-service mindset and is well suited for a detail-oriented problem solver who enjoys learning, collaborating, and growing within a fast-paced organization.

The ideal candidate is someone who truly enjoys helping others and takes pride in improving people’s workdays, treating each support request as a chance to ease frustration and enhance efficiency. They proactively identify underlying technical issues and provide effective, long-term solutions beyond standard responses. Naturally curious and motivated to grow, they stay up to date with evolving technologies and continuously look for smarter, more effective ways to work. With a structured approach to troubleshooting, they methodically eliminate variables, ask insightful questions, and test assumptions to identify underlying issues. Calm, resilient, and customer-focused, they excel in complex support environments and embrace challenging problems. Above all, they are driven to learn, advance, and grow with an organization that is continuously evolving.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include but are not limited to:

• Customer Support: Provide exceptional on-site and remote technical support for hardware, software, and connectivity issues.
• Identity Management: Manage the full lifecycle of user accounts, including seamless onboarding and off-boarding processes.
• Environment Hygiene: Maintain and audit Active Directory and Microsoft 365 environments, ensuring user groups and permissions are accurate, secure, and organized.
• Troubleshooting: Diagnose and resolve technical tickets ranging from simple password resets to complex software configuration issues.
• Asset Management:
• Inventory Tracking: Maintaining the "Source of Truth" for all hardware (serial numbers, purchase dates, warranty status, and current assignment).
• Lifecycle Management: Identifying aging hardware for refresh cycles and managing the secure disposal/recycling of "end-of-life" gear.
• Stock Control: Monitoring levels of peripherals (monitors, docks, keyboards) to ensure zero downtime for new hires.
• Hardware Management: Assist with the setup, imaging, maintenance, and troubleshooting of workstations, peripherals, and mobile devices.
• Documentation: Maintain clear and concise records of support requests and updated internal knowledge base articles.

MINIMUM QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: High school diploma or GED required, associate or bachelor’s degree in information technology, Computer Science, or related field is preferred. Equivalent combination of education, certifications, and experience will be considered in lieu of a degree.

Experience: One to three years of experience in IT support, help desk, or desktop support, including customer service experience; relevant internships or entry-level experience may be considered. Preferred experience includes supporting fast-paced or high-volume environments, familiarity with help desk or IT service management processes, and documenting issues, resolutions, or procedures to support knowledge sharing or process improvement.

Certification: CompTIA A+, Network+, Microsoft 365 Certified: Fundamentals or other IT-related certifications preferred.

Communication Skills: Strong verbal and written communication skills, with the ability to articulate technical issues, solutions, and documentation clearly to both technical and non-technical audiences.

Technical Skills: Experience supporting Windows and macOS environments, with foundational knowledge of Active Directory and Microsoft 365 administration. Proficiency in Microsoft Outlook and Word is required, along with working knowledge of Excel and PowerPoint. Familiarity with basic networking concepts (e.g., DNS, DHCP, VPN) is also expected.

Reasoning Ability: Ability to organize and manage personal workload while effectively prioritizing tasks. Demonstrates strong problem-solving skills through logical, step-by-step troubleshooting, adherence to established processes, and appropriate escalation. Maintains a proactive approach to daily responsibilities and works effectively in an on-site support environment. Contributes to continuous improvement through accurate documentation and identification of recurring issues.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by any employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, and walk; use hands to handle or operate equipment; and communicate effectively. The employee may occasionally be required to reach, stoop, kneel, or crouch to set up or troubleshoot equipment.

This role may involve periodic movement between work areas and lifting or transporting light to moderate equipment (e.g., laptops, monitors). Travel is primarily local and limited, with occasional off-site visits as needed.

Work Environment :This position is onsite and performed primarily in an office environment, with occasional movement between departments and work areas to support operational needs.

Requirements

About Providence Anesthesiology Associates

Headquartered in Charlotte, North Carolina, Providence Anesthesiology Associates (PAA) is an independent physician owned practice compromised of over 150 anesthesiologists. Founded in 1991, PAA provides anesthesia and perioperative care at numerous healthcare facilities throughout North and South Carolina, serving more than 246,000 patients annually.

Why work for PAA?

• PAA continues to experience impressive growth and success. Our anesthesiologists are among the most elite in their field.
• Our physicians are committed to providing the best culture and experience to their employees. PAA’s core values include commitment, accountability, performance, integrity, transparency, adaptability, and leadership. We do what’s right and don’t compromise.

What’s in it for you?

• Strong workplace culture. We care about each other as people. We build relationships and connections beyond the time spent on the job. We offer a supportive, highly team-oriented work environment.
• We provide competitive total rewards including salary, benefits – Day 1, retirement, profit sharing, life insurance, paid time off, holidays, education reimbursement, employee recognition for birthdays and anniversaries, fun team building events, and more.
• We want you to succeed and our employer to employee relationship is proven to help you reach your goals and the goals of PAA.

What else should you know?

• Providence Anesthesiology Associates is an equal opportunity employer and does not tolerate discrimination based on any protected status.
• PAA participates in E-Verify. E-Verify is an internet-based system that compares the information you provide on the Form I-9 with information from the Social Security Administration and Department of Homeland Security records.