IT Support Specialist Tier 2

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.

• 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…