IT Technician - VoIP Support and Help Desk

About the role

Pinnacle Fertility is looking for a skilled, customer-focused IT Technician to provide technical support for employees across its nationwide network of fertility clinics and corporate offices. The role combines VoIP telephone system maintenance and troubleshooting with day-to-day help desk and IT support. It is a full-time onsite position at one of the clinics in Ohio, Illinois or Michigan.

Key responsibilities

• Maintain and troubleshoot VoIP systems: phones, extensions, call routing, voicemail, auto-attendants, hunt groups and call queues.
• Troubleshoot voice quality, dropped calls, connectivity and call routing issues, and coordinate with telecom providers and ISPs.
• Support VoIP installations, upgrades, migrations and new clinic implementations, and assist with onboarding, offboarding and location changes.
• Provide help desk support for computers, software, hardware, connectivity and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), and respond to tickets.
• Install, configure and troubleshoot desktops, laptops, printers and peripherals, and handle basic network, Wi-Fi, VPN and remote-access issues.
• Maintain documentation of configurations, call flows, troubleshooting steps and help desk tickets, and educate employees on technology best practices.
• Follow IT security policies and HIPAA-related safeguards, and escalate security incidents.
• Support IT projects such as equipment refreshes, software deployments and office relocations, and develop technical documentation and SOPs.

Required profile

• Associate degree in Information Technology, Computer Science, Telecommunications or a related field; equivalent experience may be considered.
• Minimum 2-3 years of experience in IT help desk, desktop support or technical support.
• Hands-on experience administering or troubleshooting VoIP systems.
• Ability to work independently and communicate technical concepts clearly to non-technical users.

Required skills

• Working knowledge of VoIP, SIP, call routing, extensions and IP phone configuration.
• Proficiency with Windows, Microsoft 365 and basic networking (TCP/IP, DNS, DHCP, VLANs).
• Experience with an IT ticketing or service management platform.

What we offer

• Annual salary based on experience, skills and qualifications.
• Healthcare, dental, life and vision insurance.
• Paid time off, paid holidays and a retirement savings program.