IT Support Specialist Tier 2

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.

IT Support Specialist Tier 2

Director of IT

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

• 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.

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

• 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…