IT Support Specialist

The IT Support Specialist II provides Tier 1 and Tier 2 technical support throughout Pineville Community Health Center. This is a hands-on position that requires frequent movement throughout the facility and regular physical installation work. It is not primarily a desk-based help desk position.

The employee will troubleshoot and support computers, software, user accounts, printers, telephones, mobile devices, network connectivity, and approved clinical or administrative applications. The position also assists with running network and telephone cabling, installing equipment, mounting devices, moving workstations, and completing other labor-intensive technology projects.

Essential Duties and Responsibilities

• Provide in-person, telephone, remote, and electronic Tier 1 and Tier 2 technical support.
• Travel throughout the hospital and associated facilities to respond to technical issues and complete assigned work.
• Troubleshoot computers, printers, scanners, telephones, software, email, user accounts, network connectivity, and peripheral devices.
• Resolve password resets, account lockouts, printer issues, software problems, equipment setup requests, and other daily support needs.
• Diagnose and resolve moderately complex hardware, operating-system, application, access, and connectivity issues.
• Create, modify, disable, and maintain user accounts in Active Directory, Microsoft 365, clinical applications, and other approved systems.
• Assist with employee onboarding, transfers, access changes, and account terminations.
• Configure, deploy, replace, relocate, and maintain desktops, laptops, printers, scanners, mobile devices, telephones, and related equipment.
• Run, route, terminate, label, test, and document network and telephone cabling as assigned.
• Install and replace network jacks, patch cables, cable-management components, and other low-voltage technology infrastructure.
• Assist with mounting wireless access points, televisions, displays, cameras, phones, and other approved technology equipment.
• Work above ceilings, on ladders, under desks, behind equipment, and in other confined or difficult-to-access areas when necessary.
• Assist with equipment moves, office relocations, renovation projects, cable cleanup, and technology installations.
• Move, unpack, assemble, install, and remove computers, monitors, printers, racks, batteries, and other technology equipment.
• Install approved software, operating-system updates, drivers, security patches, and firmware.
• Support Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, and other approved applications.
• Perform basic and intermediate troubleshooting of wired and wireless network connectivity.
• Provide initial and intermediate support for approved clinical and administrative applications.
• Escalate advanced server, network, cybersecurity, application, or vendor-related issues when appropriate.
• Create, update, prioritize, and close support tickets with accurate documentation.
• Maintain equipment inventory, assignment records, warranties, cabling records, and replacement information.
• Educate employees on technology procedures, password security, phishing awareness, and approved system use.
• Protect confidential information and comply with HIPAA, privacy, cybersecurity, and organizational policies.
• Perform other duties related to the position as assigned.

On-Call and Work Schedule Expectations

• Participate in the Information Technology Department’s rotating after-hours on-call schedule.
• Remain reachable and respond promptly while assigned to on-call coverage.
• Provide remote support when possible and report on-site when necessary.
• Respond to urgent issues affecting patient care, communications, safety, security, system availability, or hospital operations.
• Work occasional overtime, evenings, weekends, or holidays for outages, emergencies, upgrades, cabling projects, equipment installations, maintenance, and special projects.
• Follow organizational policies regarding timekeeping, overtime approval, call-back pay, and on-call compensation.

• High school diploma or equivalent required.
• Associate degree in information technology, computer science, networking, cybersecurity, or a related field preferred.
• At least one year of professional information-technology support experience preferred.
• Experience troubleshooting Windows computers, printers, software, user accounts, and network-connectivity issues.
• Working knowledge of Microsoft 365, Active Directory, Windows operating systems, and common office technology.
• Ability and willingness to perform physical installation, cabling, equipment-moving, and field-support duties.
• Strong customer-service, communication, documentation, and problem-solving skills.
• Ability to manage multiple requests and prioritize issues based on urgency and operational impact.

Preferred Qualifications

• CompTIA Network+, A+, Security+, Microsoft, Fortinet, or another relevant technical certification.
• Experience running and terminating Ethernet or telephone cabling.
• Experience using cable testers, punch-down tools, crimpers, drills, ladders, and basic installation tools.
• Experience working in a hospital, medical practice, or healthcare environment.
• Experience with Microsoft Entra ID, Intune, Group Policy, Teams, and OneDrive.
• Familiarity with switches, wireless networks, VLANs, firewalls, VPNs, and Voice over IP systems.
• Experience supporting electronic health record systems, medical devices, or clinical applications.

Physical and Work Requirements

• This position requires regular walking, standing, bending, kneeling, crouching, reaching, climbing, lifting, and carrying.
• The employee should expect to spend a significant portion of the workday away from a desk while responding to support requests and completing installations.
• Ability to lift, carry, install, and move equipment weighing up to 50 pounds.
• Ability to push or pull carts and move larger equipment with assistance.
• Ability to climb and work safely from ladders or step stools.
• Ability to work under desks, above ceilings, behind equipment, in equipment rooms, and in confined or difficult-to-access spaces.
• Ability to use hand tools, power tools, cable testers, punch-down tools, and other approved installation equipment.
• Ability to work in offices, hallways, nursing stations, patient-care areas, mechanical areas, equipment rooms, and other hospital locations.
• Ability to respond remotely or report on-site while assigned to on-call coverage.
• Must comply with all hospital safety, infection-prevention, privacy, security, attendance, and timekeeping requirements.

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Shift availability:

• Day Shift (Required)