IS Support Specialist

NORTH OLYMPIC HEALTHCARE NETWORK•Port Angeles, WA

2d•$21 - $28•Onsite

About The Position

The Information Services (IS) Support Specialist provides frontline technical support to staff by receiving, triaging, documenting, and resolving service requests and incidents for all technology concerns. The position serves as a primary point of contact for Information Services support, delivers Tier 1 support for end-user hardware, software, and Epic applications, supports onboarding activities, and helps ensure reliable technology services across NOHN.

Requirements

High school diploma or equivalent required.
One year of customer service experience required.
Microsoft Windows
Microsoft 365
Troubleshooting
Customer service
Proactive mindset
Critical thinking and problem-solving
Communication (willingness to both teach and learn in a collaborative environment)
Training adult learners
Documentation
Teamwork
English required

Nice To Haves

Associate degree or technical training preferred.
Technical support experience and/or experience with electronic health record (EHR) preferred.
Proficient knowledge of medical terminology preferred.

Responsibilities

Serve as the first point of contact for staff seeking technical assistance through phone, email, ticketing systems, and in-person support.
Provide Tier I technical support for hardware, software, Microsoft 365 applications, Epic-related incidents and requests, printers, mobile devices, and connectivity issues.
Communicate clearly with users regarding ticket status, resolution timelines, workflow changes, and system enhancements.
Act as a liaison between end users and Information Services and Clinical Informatics teams to translate clinical and operational needs into effective technology and application solutions.
Travel between NOHN locations to provide onsite support as needed.
Resolve Tier 1 Epic support requests through troubleshooting, research, workflow review, and end-user retraining.
Coordinate timely resolution of Tier 2 and higher Epic support requests with NOHN Clinical Informatics team, Providence support resources and other application support teams, as appropriate.
Serve as a liaison between staff and Providence support to facilitate effective communication and issue resolution.
Dispatch to multiple organizational sites to provide onsite technical support, equipment setup, and issue resolution as required.
Perform Tier 1 system administration tasks such as password resets, Microsoft 365 troubleshooting, printer support, and basic workstation configuration.
Monitor and support endpoint health and performance to ensure system reliability, security, and uptime.
Communicate effectively with end users and other Information Services team members regarding ticket status, system issues, and ongoing work.
Configure, deploy, and maintain end-user devices, including desktops, laptops, mobile devices, and peripherals.
Support new hire onboarding by preparing equipment, provisioning access, and delivering basic technology orientation.
Contribute to documentation, knowledge sharing, and continuous improvement of support processes and systems.
Collaborate with other Information Services team members and third-party vendors to troubleshoot and resolve technical issues.
Develop and maintain technical documents and staff training materials related to common Epic support requests, workflow issues, upgrade changes, optimization opportunities, and end-user errors.
Adhere to all organizational policies, procedures, and compliance requirements, including HIPAA and information security standards.
Perform additional duties as assigned.