IT Support Specialist

As our IT Support Technician, you are the person who keeps our hospital’s technology running every single day. You will support our clinical and administrative staff with everything from setting up new employees on day one to keeping our systems secure and operational around the clock. Your responsibilities will include:

• Serving as the primary point of contact for all EPower EMR issues, working directly with physicians, nurses, and clinical staff to understand the real problem, not just the surface complaint, and providing a solution that actually works
• Identifying recurring EPower issues and workflow bottlenecks, then recommending system improvements or better processes to leadership
• Enrolling and setting up every new employee in EPower, creating user profiles, assigning correct access levels, and walking them through the system during onboarding
• Programming and activating electronic key fobs and access badges for all new staff, and deactivating them promptly when employees leave
• Setting up new employees from day one, computer configuration, login credentials, email accounts, and system access permissions
• Providing Tier 1 and Tier 2 help desk and desktop support for all hospital staff including clinical, administrative, and management
• Troubleshooting hardware issues, computers, laptops, monitors, printers, scanners, and other peripherals
• Managing user accounts, password resets, and access permissions through Active Directory
• Supporting Microsoft 365 / Office 365 applications including Outlook, Teams, and SharePoint
• Troubleshooting network connectivity issues including LAN/WAN, Wi-Fi, VPN, TCP/IP, DNS, and DHCP
• Managing endpoint security, antivirus, and data backup processes across all hospital devices
• Ensuring all IT systems and activities comply with HIPAA regulations and PHI data security requirements at all times
• Maintaining an accurate inventory of all IT hardware, software licenses, and equipment
• Training new and existing staff on EPower and other hospital software and creating simple reference guides when needed
• Logging, tracking, and documenting all IT support requests through a ticketing system from open to resolution

Do you have experience in Customer relationship management (CRM) systems (technically supported)?, Do you have a High school diploma or GED?, * 1 to 2 years of IT support, help desk, or desktop support experience

• Hands-on experience with EHR / EMR systems such as EPower, Epic, Cerner, Meditech, or similar, EPower training provided
• Experience with Windows 10/11, Microsoft 365 / Office 365, and Active Directory
• Basic networking, TCP/IP, LAN/WAN, DNS, DHCP, VPN, Wi-Fi
• Experience with a ticketing system, ServiceNow, Zendesk, or similar
• Knowledge of HIPAA and PHI data security requirements
• Strong communication skills, you must be comfortable sitting with a doctor or nurse, listening to their frustration, and translating that into a technical solution
• Ability to stay calm, prioritize, and multitask in a fast-paced hospital environment
• Healthcare IT experience preferred but not required, * High school diploma or GED required
• Associate’s degree or higher in Information Technology, Computer Science, Computer Information Systems, or related field - preferred but not required
• IT certifications are a plus:
• CompTIA A+
• CompTIA Network+
• Microsoft 365 Certified: Fundamentals or Associate
• Microsoft Certified Professional (MCP)
• ITIL Foundation

Pulled from the full job description

• Health insurance
• Paid time off

East Houston Medical Center - Excellence Emergency Hospital LLC - is a 24-hour acute care emergency hospital in Houston, TX. We are looking for a hands-on IT Support Technician who is not just a fixer - but a problem solver who can work directly alongside our doctors and nurses to understand how technology is affecting their workflow and find real solutions that make their day easier.