IT Support Specialist (This is NOT a remote position)

The IT Support Specialist provides first-line technical support for end users. This role is responsible for troubleshooting software, hardware, and system issues, responding to help desk requests, and ensuring clinicians and staff receive timely technical assistance to support quality patient care., * Serve as the initial point of contact for support requests via phone, e-mail, and ticketing system.

• Troubleshoot and resolve desktop application issues, including login problems, printing, workflows, and user access.
• Escalate complex issues to the appropriate application analysts or vendors while maintaining communication with end users.
• Provide technical support for desktops, laptops, printers, scanners, mobile devices, and peripheral equipment.
• Install, configure, and maintain computer hardware, software, and operating systems.

Create, modify, and deactivate user accounts while ensuring compliance with security and HIPAA policies.

• Document all support requests, resolutions, and follow-up activities in the IT service management system.
• Assist with onboarding by setting up computers, user accounts, and system access for new employees.
• Educate users on technology best practices and proper use of Cerner applications.
• Participate in after-hours or on-call support as assigned.
• Support system upgrades, maintenance, and downtime procedures.
• Collaborate with clinical, administrative, and IT teams to improve workflows and resolve recurring issues.

Demonstrates the mission of the hospital is met by demonstrating the Core Values

o Respectful-We value the unique talents, ideas, contributions, and circumstances of each individual.

o Engaged-We value being active, positive participants at work and in our communities.

o Available-We value providing local access to care for our communities while being present for each other.

• Associate degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 2+ years of IT help desk or technical support experience.

Experience

• Experience supporting Cerner or another electronic health record (EHR) system preferred.
• Knowledge of Windows operating systems, Microsoft 365, Active Directory, and networking fundamentals.
• Excellent troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to prioritize multiple tasks in a fast-paced healthcare environment.

Knowledge, Skills, and Abilities

• Knowledge of Human Resources principles and employment practices.
• Understanding of recruitment, onboarding, and employment documentation.
• Strong organizational and time management skills.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Ability to maintain confidentiality and exercise sound judgment.
• Proficiency with Microsoft Office applications and Human Resources Information Systems.
• Ability to establish positive working relationships with employees, leaders, applicants, and community.
• Experience in a hospital, clinic, or healthcare setting preferred.
• CompTIA A+, Network+, or Microsoft certification preferred.
• Familiarity with remote support tools and ticketing systems preferred.
• Understanding of HIPAA regulations and healthcare privacy requirements.

Other Key Competencies

• Customer-focused mindset
• Strong analytical and troubleshooting skills
• Excellent verbal and written communication
• Ability to work independently and collaboratively
• Attention to detail and accuracy
• Adaptability and willingness to learn new technologies
• Professionalism and confidentiality