Job Title: Clinic IT Support Engineer (Tier 3)
Department: Information Technology
Reports to: SVP of Operations
Location: Remote (Preference for candidates based in Raleigh, NC)
Employment Type: Full-Time

Role Summary

The Clinic IT Support Engineer (Tier 3) serves as the primary point of contact for advanced technical support across all clinic locations. This role owns and manages the ConnectWise ticketing system, resolving a broad range of IT issues from Tier 1 through Tier 3, and acts as the key liaison between clinic staff and the IT department.

The ideal candidate is a skilled problem solver with deep technical expertise, a service-first mindset, and the ability to work independently as well as collaboratively across teams.

Key Responsibilities

• Ticket Management: Own the ConnectWise ticket lifecyclefrom intake to resolutionensuring proper categorization, prioritization, and timely responses.
• Advanced Troubleshooting: Diagnose and resolve Tier 13 technical issues involving clinic hardware, software, networking, and peripherals with minimal escalation.
• Clinic Communication: Maintain proactive, professional communication with clinic teams, including status updates, expectation setting, and follow-up after resolution.
• Issue Analysis: Identify recurring problems and collaborate with leadership to implement preventative measures or process improvements.
• Collaboration: Partner with IT team members (Data Systems, Integrations, Infrastructure) to address complex, multi-system issues.

• Documentation: Create and maintain accurate records, solutions, and best practices for the internal knowledge base.
• Technology Support Areas Include:
  • EHR platforms (EyefinityEHR, AcuityLogic)
  • Kiosk systems (KioskEHR)
  • Peripheral devices (label printers, retinal imaging equipment, optical scanners)
  • Networking (Wi-Fi troubleshooting, VPN connections)
  • Microsoft 365 suite and user accounts
  • Mobile device management (Jamf, ScreenConnect)
• SLA Adherence: Consistently meet or exceed service level agreements for response and resolution times.

Qualifications

Required:

• 3+ years of IT support experience, preferably in a multi-location healthcare or optometry setting.
• Strong troubleshooting skills across hardware, software, and networking.
• Proficiency with ticketing systems (ConnectWise or similar).
• Excellent communication and customer service abilities.
• Ability to work independently while managing multiple priorities in a fast-paced environment.

Preferred:

• Experience with EHR systems (EyefinityEHR, AcuityLogic).
• Knowledge of HIPAA compliance requirements.
• Experience supporting medical imaging devices and practice management software.
• Microsoft or CompTIA certifications.