IT Support Specialist

Job Description

Job DescriptionDescription:

Position Summary: The Information Technology Specialist provides hands-on technical support for IT hardware, software, network infrastructure, and clinical applications. This role is crucial for ensuring the reliable operation of technology used by clinicians and staff, directly impacting patient care and business operations. The IT Specialist troubleshoots and resolves technical issues in person, installs and configures equipment, provides user training, and ensures adherence to HIPAA regulations and organizational security policies. This position requires regular travel between sites and the ability to work effectively in fast-paced clinical environments. This role will report to the VP, technology infrastructure & operations.

KEY RESPONSIBILITIES:

On-Site Technical Support:

• Provide timely and effective Tier 1 and Tier 2 technical support directly to end-users at various locations for hardware, software, network connectivity, peripherals (printers, scanners, etc.), and mobile devices.
• Diagnose, troubleshoot, and resolve complex technical issues related to Windows desktops, laptops, Apple iPads, and standard office/clinical applications.
• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing patches, and running diagnostic utilities.

Hardware Management:

• Install, configure, test, maintain, and troubleshoot end-user hardware, networked peripheral devices, and specialized healthcare IT equipment (scanners, iPads, and credit card terminals connected to clinical systems).
• Manage local IT inventory at assigned sites, including receiving, deploying, tracking, and retiring assets according to organizational procedures.
• Perform preventative maintenance on IT equipment.

Software and Application Support:

• Assist users with Electronic Health Record (EHR/EMR) systems (e.g., eClinicalWorks, Modernizing Medicine, Picture Archiving and Communication Systems (PACS), and other clinical/business applications.
• Troubleshoot application errors, connectivity issues, and user access problems.
• Install and configure approved software applications and ensure proper functionality.

Network Support:

• Provide basic network troubleshooting for connectivity issues (wired and wireless), including verifying network drops, IP configuration (DHCP/Static), DNS resolution, and VPN access.
• Collaborate with Network Administrators/Engineers for complex network problems.

User Account Management:

• Assist with user account creation, modification, and termination within Active Directory and specific applications, following security protocols.
• Troubleshoot login and access issues.

Documentation and Reporting:

• Accurately document all support requests, troubleshooting steps, and resolutions in the IT Service Management (ITSM) ticketing system (e.g., Zendesk).
• Develop and maintain knowledge base articles and technical documentation for common issues and procedures.
• Report recurring issues or trends to management for proactive problem resolution.

Compliance and Security:

• Strictly adhere to HIPAA regulations and organizational policies regarding patient privacy and data security in all activities.
• Assist with security incident response as directed (e.g., malware removal, information gathering).
• Ensure devices are configured according to security standards.
• Assist with the implementation and management of cybersecurity software and hardware to protect against cyber threats.

Collaboration and Communication:

• Communicate technical information effectively to both technical and non-technical users (clinicians, administrative staff).
• Collaborate with other IT teams (Service Desk, Systems Administrators, Network Engineers, Application Analysts, Security Team) to escalate and resolve complex issues.
• Liaise with third-party vendors for hardware/software support when necessary.
• Provide basic orientation or ad-hoc training to end-users on hardware, software, and IT procedures.
• Assist with IT projects, deployments, and office moves as needed.
• Perform other related duties as assigned.
• Provide remote support as needed for users outside the Utah area to include other corporate entities in other states.

Requirements:

REQUIRED SKILLS and QUALIFICATIONS:

Education:

• Associate’s degree in information technology, Computer Science, or a related field, or equivalent combination of education, technical certifications, and experience. A bachelor’s degree is preferred.

Experience:

• Minimum 2-4 years of experience in an IT support role, preferably providing hands-on end-user support.
• Proven experience troubleshooting and repairing PC hardware, printers, peripherals, and infrastructure.
• Strong experience with Microsoft Windows operating systems (Windows 10/11).
• Experience supporting Microsoft Office Suite / Microsoft 365 applications.
• Experience with Active Directory (user/group management, password resets).
• Experience using IT Service Management / ticketing software.
• Experience working within a healthcare setting is strongly preferred.
• Strong knowledge of IT systems, networks, and software applications in a healthcare environment.
• Solid understanding of computer hardware components and diagnostics.
• Proficiency in OS installation, configuration, and troubleshooting.
• Fundamental knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Basic understanding of IT security principles (malware, phishing, data protection).
• Knowledge of healthcare applications (EHR/EMR, PACS, etc.).
• In-depth understanding of network architecture and system security.
• Strong problem-solving, analytical, and decision-making abilities.
• Ability to communicate technical concepts to non-technical stakeholders.

Interpersonal Skills:

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving and analytical abilities.
• Ability to work independently with minimal supervision and manage time effectively.
• High level of patience, diligence, and attention to detail.
• Ability to work under pressure in a fast-paced, healthcare environment.
• Adaptability and willingness to learn new technologies.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in IT or a related field.
• Prior experience directly supporting clinicians (doctors, clinical staff, technicians).
• Specific experience with the organization's primary EHR/EMR system (e.g., eClinicalWorks and Modernizing Medicine).
• Relevant certifications such as CompTIA Security+, Network+, Microsoft, or Healthcare IT Technician, or vendor-specific certifications are desirable.
• Valid driver's license, reliable transportation, and proof of auto insurance.
• Understanding of and commitment to HIPAA regulations and patient confidentiality.
• Experience with mobile device management (MDM) solutions (Microsoft Intune).

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Work is performed across various clinical and administrative settings within the organization.
• Frequent travel between sites is required.
• May require working in areas with potential exposure to patients and biohazards (appropriate PPE and precautions observed).
• Requires the ability to lift and carry IT equipment (up to 50 lbs).
• May involve bending, stooping, crawling, and working in confined spaces (e.g., under desks, etc.,).
• Travel will be required to existing and new locations.