IT Support Analyst

Supervisor: IT Operations Manager

Department: IT

What we do at OPIE

At OPIE Software we develop, maintain, and support practice management software for the Orthotics and Prosthetics profession. O&P Clinics around the world use our software to manage all aspects of the care that they provide, from patient intake, scheduling, EMR documentation, purchasing, patient satisfaction, all the way through fabrication, billing and delivery of a prosthetic or orthotic device to the patient. 

OPIE sees a future where advanced tech, data-driven decisions, and shared best practices empower Orthotic & Prosthetic experts around the world to deliver the highest level of patient care and receive the highest level of professional reward. 

For patients, OPIE means better clinical outcomes and more freedom to live their best life with their family and friends. For practitioners, OPIE means a better business model and protecting the profit that allows their clinics to thrive. For the profession of O&P, OPIE means better information and a stronger community of experts.   

Position Summary
The Support Analyst will be part of a talented team within a 21-year-old Gainesville based innovative software development company that serves the Orthotics and Prosthetics profession. The Support Analyst provides high quality customer service to the internal team, responding to requests and issues accurately and promptly. Work may include assistance with access requests, inventory management, work order management, and HIPAA Compliance. Responsibilities may also include troubleshooting software, providing guidance to the user base, and working with internal teams to address technical issues. The Support Analyst will have direct interactions with 2nd and 3rd level system administrators, the user base and other stakeholders.

The Support Analyst role provides knowledgeable, timely, and personal assistance to internal OPIE team members. The Support Analyst responds to phone, email, feedback inquiries, and provides relevant documentation, and support for project work. This position is also serves as the first line in troubleshooting, system configurations, and software installations.

Additionally, the Support Analyst contributes to the implementation process of new systems, patches, escalating issues, and engages in training staff. The Support Analyst contributes to server deployments and network management. The Support Analyst should possess an inherent desire to serve the team, drive project goals independently, and maintain close relationships. The Support Analyst participates in root cause analysis as necessary and is tasked with keeping the IT team apprised of escalated situations.

Along with help desk and troubleshooting operations, the Support Analyst is tasked with growing and maintaining up-to-date knowledge base resources. They also participate in Agile/Scrum projects, and stand-up meetings.

Responsibilities and Activities:

  • Log incidents and request accurately for internal tracking
  • Provide first line investigation, diagnosis, and repair for basic to moderate level technical problems
  • Troubleshoot the root cause of problems to prevent recurrence, not just the symptoms
  • Resolve issues within SLAs, and swarm with appropriate level 2 or level 3 personnel
  • Help coordinate the IT Service Desk workload
  • Provide coverage for all modes of communication: telephone, chat, e-mail or other methods as necessary
  • Provide knowledgeable, timely, and personable support to our valued team members
  • Respond to phone, email, and Service Desk requests
  • Troubleshoot desktops, laptops, mobile devices, and basic networking
  • Follow ITIL procedures for change management, and proper escalation.
  • Coordinate software updates and installations
  • Maintain and grow an up-to-date knowledge base and help documentation
  • Participate in department projects using the Agile/Scrum Methodology
  • Grow with required training for both technical and interpersonal skills
  • Follow HIPAA security through policies and procedures
  • Must be able to lift and move 35 pounds of equipment within and between the facilities


  • AS degree or A+ or Net+/CCENT certifications or equivalent experience
  • Excellent problem solving and troubleshooting skills
  • Knowledge of administering Windows workstations
  • Desire to learn Linux, Firewalls, and Networking
  • Excellent written and verbal communication skills
  • Experience with customer service
  • A self-starter with a desire to learn
  • Knowledge of ITIL, and Agile Methodologies preferred

How to Apply

Send your resume to our career center on ADP, and include a cover letter that describes why you feel you would be a good fit for our company and the position you are applying for. Keep in mind that we are interested not only in your background and skills, but also in who you are and how you would fit into our team and our vision.

We are passionate about creating a culture inside and outside of our organization that promotes personal and professional growth, constantly challenges the status quo, and of course incorporates a little fun!

About Our Company, Culture and Growth

OPIE Software was started to make a positive impact on the lives of people.

Our market is predominately small, independently owned companies who care for individuals with various orthopedic disabilities and challenges. Our customers enable their patients with mobility and independence through providing custom made artificial limbs and orthopedic braces. Our software platform provides electronic health records, workflow, billing and practice management to over 1600 orthotics and prosthetics facilities.

We are passionate about creating a culture inside and outside of our organization that promotes personal and professional growth, constantly challenges the status quo, and of course incorporates a little fun!