Information Technology Support Team Lead

Overview

What s in it for you: PPO Medical, Dental, and Vision Insurance, 401(k) + Company match, Paid Time Off, lunch program, hybrid schedule opportunity, Telecommunication, Dell, and other employee discounts, profit sharing, employee referral bonuses, and more

Our client delivers on-site dentistry, optometry, podiatry, audiology, behavioral health, and primary care services to residents in long-term care, skilled nursing, and assisted living facilities. Each specialty offered by our client is one that directly impacts the quality of daily life for the deserving residents we serve. Our client connects patients in need of vital healthcare to doctors committed to dignity and excellence.

• Ticket Management and Triaging:
  Serve as the single front door for all Primary Care provider technology support tickets via Fresh Service.
• Acknowledge all incoming tickets within 1 business hour during coverage hours (best-effort target).
• Classify every ticket as Tier 1, 2A, 2B, or 3 and route accordingly.
• Redirect non-technology tickets (HR/administrative) to Primary Care Operations or HR as appropriate.
• Maintain Fresh Service tickets with status updates throughout the lifecycle, regardless of time.
• For vendor-dependent tickets, open and manage parallel Zendesk tickets with Ethizo, following up at minimum every 2 business days.
• Close the communication loop with providers upon resolution.
• Patient record corrections: merges, location/transfer updates, discharge status fixes, date of service corrections, and demographic data correction.
• Scheduling corrections: duplicate appointment cleanup and provider schedule adjustment.
• Access and authentication: login resets, PIN resets, mobile token re-attachment, and server connectivity issues.
• New provider navigation assistance and basic Ethizo orientation.

• Note synchronization issues between Ethizo, PCC, and Matri.
• Provider and facility configuration changes (facility assignments, POS codes, provider list updates).
• Platform display errors and data integrity issues.
• Dr. First authentication failures and credential configuration.
• Note workflow errors (draft, e-sync, signing, superbill generation).

• Laptop builds, deployment, and troubleshooting for Primary Care providers.
• Samsung phone provisioning and Ethizo mobile app installation and configuration.
• Microsoft Office application access and troubleshooting.

• Create and configure Dr. First ePrescribing accounts as part of new provider onboarding in Ethizo.
• Maintain Dr. First credentials, device lists, and authentication configuration.
• Troubleshoot prescription routing errors and credential mismatches.
• Coordinate with Dr. First support for issues beyond our client s configuration controls.
• Open Zendesk tickets with Ethizo for Tier 3 issues with complete documentation.
• Gather screenshots and screen recordings from providers  devices when needed.
• Track all open Zendesk tickets and maintain a log visible to IT leadership.
• Coordinate with Clinical Informatics when vendor issues have clinical workflow implications.

• Provider setup in Ethizo and Dr. First for new hires.
• Facility additions and configuration updates as Primary Care expands.
• NPI and credential maintenance in Ethizo.

• Cross-train at least one IT team member on Tier 1 resolution procedures for backup coverage.
• Maintain standard operating procedure documentation for all Tier 1 ticket types.

• 3–5 years of IT support experience, preferably in healthcare.
• Experience supporting third-party SaaS/web-based applications.
• Familiarity with ITSM ticketing systems (Fresh Service or equivalent).
• Strong troubleshooting methodology and documentation skills.
• Ability to communicate clearly with non-technical clinical staff.
• EMR/EHR support experience strongly preferred.
• ePrescribing platform experience (Dr. First or equivalent) is a plus.
• After 90 days of training, this is a Hybrid position with 4 days in the office.