IT Systems Support Specialist

The IT Systems Support Specialist is responsible for providing frontline support across clinical and administrative systems in a healthcare setting. The role includes supporting EHR/EMR platforms, managing user access, troubleshooting hardware/software issues, and maintaining IT infrastructure in compliance with healthcare regulations., * Provide first- and second-level support for clinical and administrative healthcare applications

• Troubleshoot hardware, software, and network issues for end-users (e.g., nurses, physicians, administrative staff)
• Diagnose and resolve network, printer, and server problems
• Support EHR/EMR platforms such as Epic, Cerner, Meditech, and Expanse
• Monitor system performance and perform routine IT system maintenance
• Assist with software updates, patches, and backups for critical systems
• Manage user accounts, permissions, and access controls in compliance with HIPAA
• Train staff on system functionalities, security protocols, and best practices
• Develop and maintain user guides and technical documentation
• Communicate effectively with technical and non-technical staff regarding IT issues and resolutions
• Educate staff on new software features, system updates, and downtime procedures
• Deliver individualized and group training during onboarding or rollouts
• Coordinate with departments and vendors for system rollouts, upgrades, and hardware relocations
• Participate in technology implementation, testing, and integration efforts
• Support organization IT projects, such as new unit openings or workflow changes
• Ensure compliance with HIPAA and healthcare IT security standards
• Respond to and assist in mitigation of IT security incidents
• Monitor and report irregularities in system access logs
• Enforce password policies and patching protocols
• Log, track, and resolve tickets through the service desk system
• Triage and prioritize issues based on urgency and impact, escalating as needed

• Provide frontline support for critical systems (e.g., PACS, LIS, radiology, pharmacy) Assist clinicians with login, device connectivity, and system navigation

• Maintain and troubleshoot onsite IT hardware including WOWs, printers, badge readers, and barcode scanners
• Coordinate resolution of issues involving integrated clinical and patient care equipment
• Respond rapidly to IT problems in high-priority areas such as OR and conference rooms
• Document incident resolutions and maintain the IT knowledgebase
• Generate and review reports on recurring issues and department-specific trends
• Monitor server and network alerts to ensure uptime and performance
• Conduct regular maintenance on servers, VMs, and storage systems
• Troubleshoot issues involving Windows/Linux environments
• Manage user access through Active Directory and related systems
• Create, modify, and disable user accounts, profiles, and login scripts
• Support onboarding and offboarding processes by managing systems access
• Use the organization’s secure messaging platform in accordance with departmental protocols, including timely receipt and responses to communications
• Perform other duties as assigned

Do you have a High school diploma or GED?, * Working understanding of healthcare IT systems, clinical workflows, and EHR/EMR platforms (e.g., Epic, Cerner, Meditech, PACS)

• Familiarity with HIPAA, data privacy, and IT security regulations within healthcare environments
• Familiarity with Citrix and Imprivata
• Proficiency with Windows OS, standard office software, and basic networking principles
• Knowledge of system administration tools such as Active Directory, ticketing platforms, and remote support systems
• Exposure to or experience with clinical application support and healthcare-specific software is preferred
• Strong troubleshooting skills for resolving hardware, software, and connectivity issues across clinical and administrative systems
• Ability to clearly document technical procedures, known issues, and user-facing guides
• Effective interpersonal and communication skills, especially when working with non-technical healthcare staff
• Capable of training users, supporting software rollouts, and managing access controls
• Highly organized and consistent in following technical documentation and established procedures
• Learn and adapt quickly within a dynamic clinical setting
• Work independently to manage daily support activities and escalate complex issues appropriately
• Ability to prioritize and resolve multiple support requests in a fast-paced environment
• Effectively collaborate with cross-functional teams, vendors, and project stakeholders during system upgrades and technology deployments
• Deliver courteous, efficient, and professional IT support with a focus on service excellence
• Effective English communication in verbal and written form
• Carry out organization customer service standards
• Successfully demonstrate organization-wide performance review competencies, * Demonstrates eligibility for employment in the U.S.
• Associate’s degree in Information Technology, Computer Science, Healthcare Informatics, or a related field required, OR High school diploma or G.E.D equivalent and a minimum of three (3) years of experience in Information Technology required
• Experience in IT support required
• Experience in a clinical or hospital setting preferred
• Experience with Thin Clients, Citrix, and Imprivata preferred
• Experience with clinical application support and healthcare-specific software is preferred
• Must possess a cell pone that interfaces with the organization’s secure messaging system

Pulled from the full job description

• 401(k) 4% Match
• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * Comprehensive health, dental, and vision insurance
• Health Savings Account with an employer contribution
• Company paid life insurance
• Free scrubs with laundry service
• Free meals
• PTO
• 401(k) retirement plan with 4% company match
• Tuition reimbursement
• Wellness reimbursement