IT Support Specialist II

Job Title:

IT Support Specialist II Department:
Information Technology

Location:

Austin, Texas (On-site)

Reports To:

Director / Manager of Information TechnologyFLSA Status:
Non-Exempt Basic Function The IT Support Specialist II is responsible for providing high-level technical support, systems administration, infrastructure maintenance, and project coordination across a multi-site orthopedic medical practice in Texas. This role serves as an escalation point for complex technical issues while ensuring reliable performance of clinical and business systems that support patient care. The position combines advanced end-user support with hands-on management of workstations, servers, networks, cybersecurity tools, identity systems, printers, VOIP, and healthcare applications, including EMR, PACS, and imaging platforms.

The IT Support Specialist II also assists with strategic IT initiatives, vendor coordination, process improvement, and mentoring junior support staff.

Job Relationship Reports to the Manager of Information Technology Qualifications Associate  degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered

Relevant certifications required:
CompTIA Network+, Security+/A+Minimum 5+ years progressive IT support/systems administration experience

Must have a valid Driver’s License and reliable transportation

Experience supporting multi-site organizations preferred

Experience in healthcare, medical practice, or HIPAA-regulated environments strongly preferred

Strong knowledge of:

Windows operating systems

Microsoft 365/Exchange/Entra IDActive Directory Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, and VPN)
Printers/imaging devices

Endpoint management tools

Backup and disaster recovery systems

Experience supporting EMR/EHR and PACS systems preferred

Skills and Abilities

Excellent troubleshooting and root-cause analysis skills

Strong communication skills with technical and non-technical users

High level of customer service professionalism

Ability to prioritize multiple issues in a fast-paced clinical setting

Strong project coordination and organizational skills

Ability to work independently with minimal supervision

Critical thinking and problem-solving skills

Ability to articulate explanations and solutions in plain language to non-technical individuals

Calm, solutions-focused mindset under pressure

Responsibilities

Advanced Technical Support Provide Tier 1 - Tier 2 support for escalated hardware, software, network, and systems issues

Troubleshoot desktops, laptops, printers, scanners, mobile devices, VoIP phones, and peripheral equipment

Resolving user issues related to Microsoft 365, remote access tools, and specialty healthcare applications

Maintain high service standards and timely resolution through the IT ticketing system

Systems & Infrastructure Administration Administer Active Directory, Entra  / Azure AD, user accounts, permissions, group policies, and MFA solutions

Support Windows server environments, virtualization platforms, storage systems, and endpoint management tools

Assist with LAN/WAN connectivity, wireless systems, VLANs, firewalls, and network troubleshooting

Monitor system health, performance, uptime, and capacity

Healthcare Technology Support Support EMR/EHR systems, PACS, digital imaging platforms, dictation software, SSO tools, and other clinical technologies

Coordinate with clinical leadership and vendors to minimize downtime impacting patient care Ensure HIPAA-compliant handling of systems, devices, and user access

Projects & Process Improvement Lead or assist with workstation refreshes, office expansions, software rollouts, hardware replacements, and infrastructure upgrades

Coordinate vendor installations, service calls, and support contracts

Develop technical documentation, standard operating procedures, and knowledge base articles

Recommend technology improvements that enhance reliability, efficiency, and scalability

Team Support Collaborate effectively with leadership, physicians, clinical teams, and administrative staff

Train employees in supported systems, security best practices, and new technology deployments

Physical Requirements Good visual acuity, hand-finger dexterity, ability to speak and hear

Able to lift and carry in excess of 25 pounds, which may require pushing, pulling and essentially utilizing a full range of body movement

Ability to stoop, kneel, crouch, reach, grasp, and stand for extended periods of time Prolonged periods sitting at a desk and working on a computer

Ability to travel between clinic and office locations as needed

Standards

Understands and follows the standards of the Growth Ortho Employee Manual Understands and follows the Growth Ortho Responsibility Program, Code of Conduct Completes all yearly compliance training and educational programs

Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered

Relevant certifications required:
CompTIA Network+, Security+/A+Minimum 5+ years…