The IT Support & Service Desk Technician provides on-site and remote technical support for end-users, prepares and deploys laptops for new hires, and helps maintain a small but accurate IT inventory. 

​This role Reports to the IT Manager and works closely with both local and remote teams to ensure smooth day‑to‑day IT operations. 

Responsibilities:

• End-User Support: Provide on-site and remote technical support for end-users on Windows and macOS devices, including basic network and printer troubleshooting. 

• Service Quality & Response: Monitor and work IT service desk/ticket queues, ensuring timely response, clear communication, and accurate documentation of issues and resolutions. 

• Incident Management: Log and track service requests and incidents using a ticketing system, ensuring timely resolution and communication with end-users. 

• Endpoint Provisioning & Setup: Prepare, configure, and deploy laptops and peripherals for new hires (accounts, standard software, security tools, and access). 

• IT Equipment Logistics & Delivery: Ship, receive, and process IT equipment (new gear, returns, replacements), ensuring items are tested, labeled, and recorded in inventory. 

• Asset & Inventory Management: Maintain and update IT asset and inventory records for laptops and accessories, including check-in/check-out and lifecycle updates. 

• User Account Administration: Assist with user account management (password resets, access requests, and basic permissions changes) following established procedures. 

• Issue Escalation & Coordination: Escalate complex technical issues to senior IT staff or vendors when needed and follow through to resolution. 

• Technical Troubleshooting & Problem Solving: Diagnose and troubleshoot technical issues and escalate complex problems to the next level of support and follow through to resolution. 

• Documentation & Knowledge Management: Contribute to and use internal documentation and knowledge base articles for common issues and standard setups. 

• Office Moves & Workstation Setup: Support small office moves or changes (desk moves, basic cabling, workstation setup). 

• Security Awareness & Compliance Support: Ensure day-to-day adherence to IT security policies in endpoints, assist in basic user access management, and reinforce security best practices with end-users (e.g., phishing, device hygiene). 

• User Training & Onboarding Support: Provide basic training for end‑users on how to use their devices and standard business applications, especially during onboarding.  

• Conference Room Support: Provides hands-on support for conference rooms, including setup, testing, and troubleshooting of AV equipment, video conferencing systems, and room technology. Ensures meetings start on time, assists users with connectivity or presentation issues, and proactively maintains room readiness. 

• Vendor Coordination: Liaise with external service providers for hardware warranty claims, repairs, and simple procurement requests as directed by the IT Manager. 

• Collaboration with Remote IT Teams: Collaborate with remote IT support team members to coordinate IT onboarding and offboarding tasks and ensure consistent standards across locations. 

Position Requirements:  

• 1-3 years of experience IT support, help desk, or service desk role (internship or similar experience acceptable for junior candidates). 

• Strong troubleshooting skills for Windows 11 and macOS workstations, common business applications, and basic network connectivity. 

• Experience using a ticketing system for tracking support requests and documenting work. 

• Familiarity with remote support tools (remote desktop, screen sharing, or similar). 

• Comfortable managing a small hardware inventory and keeping records organized and up to date. 

• ​Excellent customer service, communication, and teamwork skills, with the ability to support non-technical users. 

• Strong organizational skills and the ability to prioritize and complete tasks on time in a fast-paced environment. 

• Ability to work independently and in a team environment. 

Nice-to-have qualifications:

• Experience in a hybrid environment with both on-site and remote staff. 

• Basic knowledge of identity and access management (mainly Microsoft 365 and SSO/MFA tools). 

• Relevant certifications such as CompTIA A+, Network+, or similar. 

• Knowledge of IP Telephony technology and Conference Room systems is also a plus. 

Physical Requirements:

• Ability to lift and carry computer equipment and boxes weighing up to 50 lbs independently, as needed. 

• Sufficient manual dexterity to work with tools, cabling, and small connectors and parts, and to operate a keyboard and mouse. 

The Opportunity 

As a Medical Receptionist, you will be the first face a patient or visitor sees when they walk into one of our clinics. Working alongside the clinical team, you will be responsible for greeting patients and visitors, completing patient registration, updating new and existing patient records, collecting payment, and ensuring patients with or without pre-existing reservations are seen in a timely manner.  

This is the perfect opportunity for someone who's looking to get their foot in the door at a growing medical company or someone looking to kickstart their career in customer service or the medical field. If you enjoy working with people, staying organized, and are a pro at multi-tasking, we encourage you to apply!    

Your Impact 

• Patient Interaction: Engage with patients in a welcoming and professional manner, addressing inquiries and providing assistance both in person and over the phone. 
  • Welcome and greet patients to the clinic with a friendly and professional demeanor.
  • Register patients efficiently, ensuring completion of all required forms with accurate information.
  • Handle insurance and billing inquiries, providing clear and concise information to patients.
  • Aid ill or distraught patients as necessary and with available resources.
• Payment Collection: Collect payments, insurance co-pays, and prescription charges following clinic financial policies.
  • Proactively and confidently request a card on file, follow-up on patient balances, and ensure timely patient payments.
• Clinic Coordination & Collaboration: Collaborate with the healthcare team to ensure seamless patient flow and efficient clinic operations, contributing to a positive and organized environment.
  • Manage patient reservations (online and walk-in) and registration, optimizing patient satisfaction and provider schedules.
  • Assist in scheduling specialist referrals as needed for patient follow-up.
  • Work with attention to detail in all tasks, navigating between multiple software systems to follow protocols established by our occupational health partners in support of our Employer Services team.
• Front Desk Management:
  • Answer and direct phone calls in a professional and timely manner.
  • Keep the reception area organized and tidy, creating a welcoming environment for patients.
  • Perform various administrative duties, including photocopying, filing, and maintaining daily activity logs.
• CMD Technology & Offerings Expert:
  • Become familiar with scope of services provided at CMD and costs affiliated with all services.
  • Navigate and utilize various software systems for reservation scheduling and electronic medical records.  

Required Availability 

• Must be able to work 12-hour shifts in consecutive and or non-consecutive days:
  • For full-time: Must be able to work three (3) 12-hour shifts a week with at least four (4) shifts a month on a Saturday or Sunday. 
  • For part-time: Must be able to work two (2) 12-hour shifts per week with at least two (2) shifts a month on a Saturday or Sunday. 
  • For per diem: Must be able to work four (4) 12-hour shifts per month, ideally working one (1) shift each week. 
• Flexibility to work nights, weekends, holidays. 
• When needed, must be able to work at a minimum of three (3) other ConvenientMD locations within a one (1) hour travel distance from your primary clinic.
• Required to travel for training shifts which will occur outside of your primary clinic within a one (1) hour commute.  

Who You Are 

• Education: High School Diploma or GED required.
• Proactive and confident communicator (written and verbal): Foreshadows and elevates concerns as they arise, unafraid of professional directness both with colleagues and patients.
• Detail-oriented with excellent organizational skills: Ability to juggle and prioritize multiple high-priority tasks and handle a fast-paced work environment.
• Compassionate, authentic, and patient focused: Supports patients through kindness; demonstrating understanding for others and contributing to the creating a community of belonging.
• Technically savvy: Proficient with Microsoft Office Suite or related software.
• Effective communicator and cross collaborator: Ability to establish and maintain positive relationships with patients, team members, and stakeholders across the organization.
• Excellent team player: You enjoy collaborating with others and being a part of a strong team dynamic.
• Driven and self-motivated: Capable of working independently, possess a level of initiative and enthusiasm to help drive results. Actively identifying better ways of working. Uses resourced to achieve the best outcomes for patients, the team, and the organization.
• Strong analytical and problem-solving skills: Able to comprehend, interpret, and apply the appropriate sections of applicable laws, guidelines, regulations, ordinances, and policies.
• Trustworthy: Ability to maintain confidentiality and handle all patient information in accordance with HIPAA regulations.  

Bonus Qualifications 

• Medical Receptionist certification
• Previous experience in a medical receptionist role or similar customer service position
• Familiarity with medical terminology and basic knowledge of insurance processes
• Experience using electronic records management software and other related programs used for medical registration and collection of HIPAA documentation
• Experience working with insurance billing and coding information