IT Support Specialist

About Us

Carolina NeuroSurgery & Spine Associates (CNSA), established in 1940, is one of the largest and most highly respected neurosurgical private practices in the nation. As a physician-led, multi-site organization, we are recognized for clinical excellence and innovation in brain and spine care. Through our growing MSO, PracticeCore, and strategic partnerships, we are building a scalable, forward-thinking platform to support providers and deliver exceptional patient care.

Position Summary

The IT Support Specialist provides front-line technical support to employees across the organization by installing, maintaining, and troubleshooting computer hardware, software, printers, mobile devices, and network-connected equipment.

This role serves as a trusted technology resource, ensuring employees receive timely, professional support while maintaining secure and reliable IT systems.

Success in this role requires strong technical aptitude, exceptional customer service, attention to detail, and the ability to prioritize multiple support requests in a fast-paced healthcare environment.

Essential Responsibilities

• Respond to Help Desk requests while meeting established service expectations.
• Install, configure, maintain, and troubleshoot Microsoft Windows computers, laptops, printers, mobile devices, related peripherals and other office technology.
• Diagnose and resolve hardware, software, Microsoft 365, and network connectivity issues.
• Support Microsoft Office and other approved business applications.
• Coordinate with technology vendors and external support providers to facilitate issue resolution, equipment repairs, warranty service, and specialized technical assistance while ensuring timely communication and follow-through.
• Create and manage user accounts, permissions, and access within Microsoft 365 and Active Directory/Entra ID.
• Provide end-user training and guidance on approved technologies, cybersecurity best practices, and efficient use of business applications.
• Document work performed within the IT ticketing system.
• Assist with the deployment, configuration, and maintenance of endpoint security solutions, operating system updates, and device compliance standards.
• Assist with workstation deployments, upgrades, and equipment lifecycle management.
• Assist with conference room technology, Microsoft Teams Rooms, audiovisual equipment, and meeting technologies to ensure reliable collaboration.
• Develop and maintain technical documentation, knowledge base articles, and standard operating procedures to improve consistency and support organizational knowledge sharing.
• Travel to company locations as needed to provide onsite technical support.
• Participate in technology projects, office moves, and equipment installations.
• Maintain inventory of IT assets and equipment.
• Follow HIPAA, cybersecurity, and company security policies.
• Perform other related duties and special projects as assigned.

Experience & Qualifications

• Associate degree in Information Technology or related field preferred; equivalent experience considered.
• 3–5 years of desktop support or IT support experience.
• Demonstrated commitment to exceptional customer service with the ability to build positive working relationships across all levels of the organization.
• Strong knowledge of Microsoft Windows and Microsoft 365.
• Experience with Active Directory, Microsoft Entra ID, Microsoft Intune, and Group Policy preferred.
• Basic understanding of TCP/IP networking, DNS, DHCP, and wireless networking.
• Experience supporting printers, multifunction devices, and mobile devices.
• Healthcare IT experience preferred but not required.
• Excellent troubleshooting, communication, and organizational skills.

Key Competencies

• Customer Service Excellence: Builds trust through professionalism, patience, responsiveness, and a commitment to resolving user issues.
• Technical Troubleshooting: Methodically diagnoses and resolves hardware, software, networking, and Microsoft 365 issues.
• Vendor Relationship Management: Develops productive working relationships with technology vendors, contractors, and support partners. Effectively communicates technical issues, coordinates service activities, and ensures external resources contribute to timely, high-quality solutions. Ownership & Accountability: Takes responsibility for assigned work through completion and follows up to ensure satisfaction.
• Communication: Explains technical concepts clearly to users of all technical skill levels.
• Organization & Prioritization: Balances multiple requests while responding appropriately to business priorities.
• Technical Adaptability: Learns new technologies quickly and embraces continuous improvement.
• Team Collaboration: Works effectively with coworkers, vendors, and business leaders.
• Attention to Detail: Maintains accurate documentation and follows procedures in a healthcare environment.
• Security Mindset: Protects organizational and patient information by following cybersecurity and HIPAA best practices.

Physical Requirements & Work Environment

• Reliable transportation for occasional travel between company locations.
• Ability to lift and move equipment weighing up to 50 pounds.
• Ability to bend, crawl, work under desks, and use ladders or step stools when necessary.
• Ability to work extended periods at a computer workstation.
• Occasional evening or weekend work to support projects, upgrades, or emergency issues.