IT OD Equipment Support Technician

Introduction to MyEyeDr.

How do you see yourself today? Are you looking for that unique opportunity where you can make a difference in the lives of the patients we serve?

MyEyeDr. is a high-growth, premier healthcare company: a total vision care concept with a unique retail experience. Our trusted community doctors and knowledgeable teams are all focused on helping our patients live their best lives by delivering an exceptional, personalized experience to each of our patients in every interaction.

Our business model is unlike others in the industry: we make healthcare accessible by welcoming all insurance and providing a great selection of stylish eyewear that meets the diverse needs of our patients.

This role provides a chance for you to build your professional career with an organization that is purposeful and whose values drive actions. You would have the opportunity to prioritize the care of our associates and our patients, to connect the knowledge of our talented teams to our patients' needs, and to work in a fun, inclusive environment as part of a collaborative team.

We are in search of that unique individual who is inspired by a career focused on helping others and providing quality care while continuously growing professionally and improving MyEyeDr. in meaningful ways. If this is you, we encourage you to apply so you can get your journey started with MyEyeDr. where you can help people see, look, and be their very best.

Job Summary

The IT OD Equipment Technician for MyEyeDr. works as a part of an associate support team within the IT Department. They are responsible for providing remote and occasional on-site optometry instrument and equipment technical support for a multiunit optometry company based in Vienna, VA, with offices throughout the continental U.S. The IT OD Equipment Technician possesses exceptional problem-solving abilities, effective written and oral communication skills, supports eyecare testing instruments and equipment, and is capable of promptly resolving technical concerns of all associates. Overall, the IT OD Equipment Technician contributes to the technological efficiency of operations within the company.

Essential Duties and Responsibilities
  • Install and configure Desktop/Laptop PCs and peripherals such as printers and USB connected optometry testing devices, often remotely.
  • Configure and support mobile devices such as iOS (iPhone and iPads) and support Android mobile phones.
  • Troubleshoot and document resolution of medical devices and supporting software.
  • Troubleshoot and document resolution of Windows and Mac hardware and software issues.
  • Troubleshoot network connectivity issues at an advance level.
  • Configure secure network sharing for Medical devices and related equipment in co-operation with security and compliance teams.
  • Collect, provide, and maintain detailed records in service management system regarding actions taken to resolve trouble issues.
  • Strategically analyze complex service requests and resolve them in a timely manner.
  • Leverage vendors, equipment support contractors, and onsite non-technical staff to remote resolve trouble issues quickly and effectively.
  • Support escalation processes by working on service requests escalated by fellow IT Support Technicians.
  • Escalate service requests to management in a timely manner when needed.
  • Communicate with all types of associates and exhibit exceptional patience.
  • Work with vendors at an advance level to ensure associate resources are available.
  • Work with management on priority service request and projects.
  • Train end users as needed on how to access company digital services and resources.
  • Responsible for maintaining knowledge base articles and SOP's, ensuring that articles are accurate and up to date, and developing new articles when needed.

Work Experience

• 5+ years in an enterprise helpdesk or support environment

• 5+ years supporting eyecare testing equipment commonly found in an optometry practice


• An Associate or Bachelor's degree in a computer related field is preferred.


• None required.

• Desktop training certification from Microsoft (MCDST or MCITP), CompTIA A+, HDI-DST) is preferred.

Job Skills, Knowledge, Abilities
  • Familiarity with IT Service Management applications such a BMC Remedy.
  • Ability to triage the incoming service requests and distribute amongst a team.
  • Demonstrated expertise with Windows and Mac hardware and software, other tech products
  • Ability to diagnose and resolve moderately complex technical issues.
  • Demonstrated ability to work with a high degree of attention to detail.
  • Ability to multi-task, set priorities and ensure that all tickets are resolved promptly.
  • Experience with HIPAA/HITECH compliance standards a plus.
  • Experience collaborating with internal and external stakeholders.
  • Excellent written and verbal communication skills.
  • Possess a growth mindset and technical curiosity
  • Customer-oriented and cool-tempered.

Working Conditions

• Must be able to travel 15%.

• Monday - Saturday availability is required.

• Ability to lift at least 50 pounds.

• Stooping, bending and lifting involved in this position.

• Access information using a computer.

• Effectively communicate with others.

• Regular, dependable attendance and punctuality are essential.

Other details
  • Pay Type Hourly
Part time
Salary Range
$39,000.00 - 62,000.00
per Year
Salary range estimated by
Vienna, VA, US