IT Support Specialist Tier 2

Job title

IT Support Specialist Tier 2

Reports to

Director of IT

Status

Exempt (Salaried $64,000 - $76,000)

Job purpose

The IT Support Specialist Tier 2 is responsible for supporting, maintaining, optimizing, and improving Heartland Community Health Center's clinical, business, and information technology systems. This position serves as an intermediate-level technical resource between front-line IT support and advanced systems administration, providing application support, systems analysis, troubleshooting, workflow optimization, and technology solutions that support efficient and secure organizational operations.

The IT Support Specialist Tier 2 Analyst works closely with end users, the IT team, vendors, and organizational stakeholders to identify system issues, analyze workflows, implement enhancements, support system upgrades, and resolve technical problems. The position provides ongoing support for healthcare and business applications, assists with technology projects and implementations, and escalates infrastructure or highly complex issues to the System Administrator or Director of IT when appropriate.

Duties and responsibilities:

• Travel between Heartland locations and participate in occasional evening, weekend, or after-hours work when required for implementations, upgrades, maintenance, or organizational projects.

• Provide training, coaching, and technical guidance to users on applications, workflows, system functionality, and related technology as needed.

• Support cybersecurity, privacy, and compliance practices by following established access controls, security procedures, system safeguards, and organizational policies, including HIPAA requirements.

• Maintain accurate documentation for system configurations, workflows, application changes, procedures, incidents, testing, and resolutions.

• Identify recurring incidents and system trends, document findings, and recommend improvements to reduce service disruptions and improve system performance.

• Plan and coordinate assigned portions of IT projects, system enhancements, implementations, and upgrades, including timelines, testing, documentation, communication, and follow-up.

• Support integration and interface troubleshooting between applications and systems and work with vendors or senior IT staff when issues require specialized expertise.

• Assist with data reporting, system queries, data validation, and routine system audits to support accurate, reliable, and timely information.

• Assist with user account, access, configuration, and application-security tasks in accordance with established procedures and authorization requirements.

• Investigate and resolve moderately complex technical issues using appropriate troubleshooting, testing, and root-cause analysis techniques. Escalate infrastructure, security, or highly complex issues to the System Administrator or Director of IT.

• Provide end-user support and guidance for healthcare applications, Microsoft 365, business systems, and related technologies. Develop or maintain user guides and other support documentation as needed.

• Assist with implementation, testing, upgrades, releases, and maintenance of clinical and business applications, including planning, validation, documentation, and user communication.

• Collaborate with end users to identify system issues, workflow inefficiencies, enhancement opportunities, and training needs. Coordinate with vendors when specialized support is required.

• Configure, maintain, test, and support approved software applications, system enhancements, interfaces, templates, workflows, and related technology solutions.

• Analyze end-user needs, workflows, and system issues and develop or recommend practical technology solutions that improve efficiency, usability, and organizational operations.

• Monitor system functionality, application performance, data integrity, and system availability; investigate recurring issues and identify opportunities for improvement.

• Provide intermediate-level technical support for clinical, business, and organizational applications, including troubleshooting software, hardware, application, integration, and system issues.

QualificationsEducation and Experience

• Experience participating in software implementations, upgrades, testing, workflow improvement, or technology projects preferred.

• Experience with eClinicalWorks (eCW) or other healthcare information systems is preferred.

• Experience with Microsoft 365 and business productivity applications required; experience supporting electronic health record (EHR) or practice management systems preferred.

• Experience configuring, maintaining, troubleshooting, testing, and supporting software applications and technology systems.

• Two (2) to four (4) years of progressively responsible experience supporting information systems, healthcare technology, business applications, or related IT environments preferred.

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Health Information Management, Business Administration, or a related field preferred. Equivalent combinations of education, training, and experience may be considered.

Knowledge, Skills, and Abilities• Strong knowledge of systems administration, server management, networking, endpoint management, and IT infrastructure operations.

• Working knowledge of Microsoft Windows Server, Active Directory, Group Policy, Microsoft 365, endpoint security, and related enterprise technologies.

• Ability to monitor system performance, analyze logs and alerts, identify potential problems, and troubleshoot issues to root cause.

• Strong understanding of network fundamentals, including TCP/IP, DNS, DHCP, VLANs, routing, switching, firewalls, wireless networking, and network segmentation.

• Knowledge of backup technologies, recovery procedures, system redundancy, and business-continuity practices.

• Understanding of cybersecurity principles, access controls, system hardening, patch management, vulnerability remediation, and secure configuration practices.

• Excellent analytical, troubleshooting, critical-thinking, and problem-solving skills, with the ability to diagnose and resolve complex technical issues.

• Strong organizational skills with the ability to manage multiple priorities, maintenance activities, projects, and deadlines in a fast-paced healthcare environment.

• Excellent written, verbal, and interpersonal communication skills with the ability to explain technical issues to both technical and non-technical users.

• Demonstrated commitment to exceptional customer service, professionalism, confidentiality, and accountability.

• Ability to work independently with minimal supervision while also collaborating effectively with the IT team and other departments.

• Working knowledge of HIPAA, healthcare privacy and security requirements, and cybersecurity best practices.

• Ability to maintain strict confidentiality and exercise sound judgment when working with sensitive patient and organizational information.

• Willingness to travel between Heartland locations and work occasional evenings, weekends, or after-hours maintenance windows when required.

Working Conditions & Physical Requirements

• Requires prolonged periods of sitting, standing, walking, and moving throughout the workday.

• Requires frequent use of a computer, keyboard, mouse, telephone, and other standard office equipment for extended periods.

• Requires sufficient visual acuity to read printed materials, electronic documents, and computer screens, and to operate equipment associated with the position.

• Requires sufficient hearing and verbal communication skills to effectively communicate in person, by telephone, and through virtual communication platforms.

• Requires the ability to read, write, and speak English proficiently. Bilingual or multilingual abilities are preferred but not required.

• Requires manual dexterity and fine motor skills to operate computers, keyboards, and other office equipment, as well as frequent reaching, handling, and manipulating objects.

• Occasionally lifts, carries, pushes, or pulls items weighing up to 25 pounds.

• Requires occasional travel between Heartland Community Health Center locations and other business-related locations as needed.

• Work is primarily performed indoors in a climate-controlled office or healthcare environment.

• Regularly interacts with employees, providers, patients, vendors, and members of the public in both individual and group settings.

• May be exposed to unpleasant patient situations, stressful work environments, frequent interruptions, competing priorities, and occasional conflict situations requiring professionalism, sound judgment, and effective problem-solving.

• Must be able to adapt to changing priorities and perform effectively in a fast-paced healthcare environment.

• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position in accordance with the Americans with Disabilities Act (ADA).

Details

• Employment Status: Full-Time, Exempt

• Work Schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m., or as required to meet the operational needs of the organization.

• Schedule Flexibility: Work hours and schedule may be adjusted by the supervisor to support organizational priorities, system implementations, upgrades, maintenance activities, or other business needs.

• Work Location: Primary work location is onsite at Heartland Community Health Center, with occasional travel between Heartland locations as required.

• Remote Work Eligibility: Eligible to work remotely up to 10% of scheduled work time in accordance with Heartland's Remote Work Policy and with supervisor approval.