IT LIS Application Support Specialist

Title: IT LIS Application Support Specialist

Supervisor: Director of IT

The LIS Application Support Specialist is responsible for serving as the primary liaison between Summit Pathology end users and the Laboratory Information System vendor and development teams. This role is not a development or programming position. The focus is on practical application support, end‑user problem solving, logical troubleshooting of application behavior, and clear communication between clinical staff and technical teams. This individual must be able to understand how an application functions at the workflow level, identify the root cause of a support issue without relying on development skills, identify potential solutions, implement solutions within the application front‑end, or translate that issue accurately to vendor support or developers, and see it through to resolution.

Strong analytical thinking, business workflow comprehension, and communication skills are more important than technical depth in this role. Compensation for this role is $60,000 to $70,000 annually as an EXEMPT employee.

• Act as the primary application support contact for end users within the LIS environment
  • Troubleshoot application behavior, workflow logic, macros, and automated rules at the user and configuration level
  • Translate clinical and business workflows into application configurations, documented support requests, or workflow recommendations
  • Build, maintain, and troubleshoot user‑facing macros and automated workflows within the LIS application
  • Submit, track, and manage vendor support tickets on behalf of end users through their full lifecycle
  • Communicate ticket status, resolution progress, and recurring issues back to end users and the IT LIS Administrator
  • Monitor and work LIS‑specific help desk tickets from intake to resolution
  • Provide weekly summary of LIS ticket status to the IT LIS Administrator and Director of IT
  • Assist with LIS application user account creation, permissions, and access management
  • Support LIS‑specific onboarding and training for new hires and existing staff
  • Document application workflows, configurations, and support procedures
  • Identify recurring issues or workflow gaps and communicate findings to the IT LIS Administrator
  • Coordinate with the Director of IT and IT LIS Administrator for platform‑level issues, configuration changes, or vendor escalations
  • Coordinate with the IT Support Specialist for device or connectivity issues impacting LIS access
• Provide technical support for End users and all IT products
  • Review, respond to, and manage help desk tickets in a timely manner
  • Manage laptops, desktops, VoIP phones, copiers, printers, fax machines
  • Configure and deploy new devices
  • Coordinate and maintain updates and upgrades for workstation operating systems and software products
  • Provide training and assistance to users as needed
  • Create, maintain, and manage user login accounts and access permissions
  • Administer new hire orientation and technology training
• Coordinate with the Director of IT and other IT support staff when issues require additional analysis or escalation
• Contribute to departmental goals by accomplishing related duties as required
• Assist with coverage when other IT staff are out of the office
• Participate in after‑hours on‑call support on a rotating schedule
• Ability to work remotely, with availability for on‑site support within one hour when required by support needs
• Provide support to other IT staff as needed
• Other job duties as assigned

• Collaborate and contribute to teamwork
• Be responsive to change
• Foster diversity and inclusion, respect others
• Encourage open communication and cooperation
• Foster continuous performance improvement
• Mentor and teach when you can

Conduct yourself in a professional manner as outlined in the Code of Conduct and pursuant to policies and procedures as stated in the Summit Pathology handbook.

• Associate’s degree or higher, or an equivalent combination of education and experience
• 4+ years of experience supporting enterprise or web‑based software applications in a professional environment
• Experience supporting healthcare or laboratory software such…