Healthcare IT Support Specialist

Job Description

Job Description

Position Summary:

We are seeking a dedicated and user focused Healthcare IT Support Specialist to support both clinical systems and general IT infrastructure. This role involves providing hands-on assistance for end-user devices, network connectivity, EMR systems, and other cloud-based applications. The ideal candidate will demonstrate excellent support and communication skills, a collaborative mindset, and a commitment to learning new systems and technologies within a healthcare environment.

Key Responsibilities

Desktop and User Support:

• Provide responsive, onsite technical support for desktops, laptops, printers, mobile devices, and other hardware or software issues by addressing helpdesk tickets, using remote management tools, and assisting users directly in person.
• Support user onboarding/offboarding including profile setup, application access, and device configuration.
• Maintain and update hardware/software inventories and assist with hardware lifecycle tasks.

Application, Network & Systems Support:

• Assist with the maintenance and administration of Salesforce, coordinating with external development vendors and internal users.
• Support company and vendor SaaS applications by managing user access, configurations, and basic functionality.
• Troubleshoot basic network issues, including Wi-Fi connectivity and device communication problems.
• Provide support for cloud platforms such as Office 365 and assist with user access management through tools like Active Directory and Duo MFA.

EMR & Clinical Systems:

• Serve as the primary point of contact for Kipu EMR support, assisting users with navigation, troubleshooting, and system utilization.
• Assist with the ongoing development and customization of Kipu EMR in collaboration with department leads to improve system workflows and efficiency.
• Assist with meetings focused on Kipu EMR improvements, enhancement tracking, and issue resolution by contributing feedback and gathering user input.
• Work with EMR vendors to escalate issues and assist with system enhancements.

General Responsibilities:

• On-call support for EMR and IT issues is required, but occurrences are infrequent.
• Maintain documentation for troubleshooting procedures, training materials, and system configurations.
• Ensure compliance with HIPAA and data security standards when handling sensitive systems and user access.
• Foster positive working relationships across departments to better understand and support clinical and operational needs.
• Perform related duties as required.

Qualifications:

• High school diploma required.
• College degree in IT related field, technical courses or relevant IT certifications highly preferred (e.g., CompTIA A+, Network+, Microsoft 365, or equivalent.)
• Prior experience in IT support within a healthcare environment is preferred.
• Prior EMR experience is preferred, but a strong willingness to learn new systems is essential.
• Proficiency with Windows OS, Office 365, Active Directory, remote support tools, and networking fundamentals is required.
• Basic Salesforce and Kipu EMR experience is a plus.
• Strong customer service and communication skills are essential.
• Able to work independently while effectively collaborating with clinical and administrative staff to resolve issues and enhance workflows.
• Resourceful, detail oriented, and committed to continuous learning and improvement.