IT Support Specialist

Department: Administration / Information Technology
Reports To: IT & Security Manager
FLSA Status: Non-Exempt
Location: Main clinic with support for all clinic, ASC, and satellite locations
Effective: Updated 2026

The IT Support Specialist provides front-line and hands-on technical support for employees, providers, clinical teams, administrative staff, and satellite locations. This role supports the day-to-day reliability, security, and usability of the organization’s technology environment, including workstations, laptops, iPads, printers, phones, clinical systems, Microsoft 365, security tools, network access, door/alarm systems, and other business-critical platforms.

This position is responsible for responding to support tickets, troubleshooting hardware and software issues, assisting with onboarding and offboarding technology needs, supporting clinical and administrative workflows, maintaining accurate documentation, and escalating issues appropriately. The role requires strong technical troubleshooting skills, excellent communication, attention to security and HIPAA-related safeguards, and a service-oriented approach to supporting a busy healthcare environment.

The IT Support Specialist is expected to help keep staff productive, protect company systems and data, support technology changes, and provide reliable backup to the IT & Security Manager when needed.

• Serve as a primary point of contact for employees seeking technical assistance through the ticketing system, phone, email, Teams, or in-person support.
• Triage, prioritize, document, resolve, or escalate support requests in a timely and professional manner.
• Support staff with workstation, laptop, iPad, printer, scanner, phone, software, login, password, MFA, and access-related issues.
• Follow through on support requests to confirm resolution, document outcomes, and identify recurring issues.
• Reinforce use of the ticketing system and help staff understand how to submit complete and useful support requests.
• Provide on-site and remote support to Wausau and satellite locations as business needs require.

• Install, configure, troubleshoot, repair, replace, and maintain desktops, laptops, iPads, monitors, printers, scanners, phones, label printers, clinical workstations, and related peripherals.
• Assist with device imaging, setup, deployment, replacement, and lifecycle management.
• Maintain accurate records of assigned equipment, device locations, and hardware changes.
• Support workstation setups for new hires, position changes, office moves, temporary staff, and departing employees.
• Assist with hardware moves and technology setup for clinic expansions, office remodels, new locations, and department changes.
• Help identify aging, failing, unsupported, or security-sensitive equipment that may need replacement or removal from the network.

• Assist with Microsoft 365 user support, Teams, Outlook, email access, MFA, shared mailboxes, distribution groups, and email-related troubleshooting.
• Create, update, disable, and audit user access in accordance with company procedures.
• Support onboarding, offboarding, role changes, and access reviews.
• Help maintain appropriate security controls related to account access, password management, MFA, shared accounts, and least-privilege access.
• Assist users with Microsoft 365 productivity tools while reinforcing company standards for secure communication and appropriate use.

• Support users with core business and clinical applications, including EMR/practice management workflows, patient communication tools, phone/call center systems, scanning/importing workflows, and other operational systems.
• Troubleshoot application access, workflow, printing, scanning, document upload, and user configuration issues.
• Assist with software updates, upgrades, cloud transitions, testing, and rollout support.
• Coordinate with vendors when issues require escalation or specialized support.
• Document application-specific troubleshooting steps and repeatable fixes for future…