IT LIS Application Support Specialist

Summit Pathology Laboratories, Inc.•Loveland, CO

2d•$60,000 - $70,000•Hybrid

About The Position

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.

Requirements

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
Demonstrated ability to troubleshoot application behavior logically, including understanding how application logic, rules, and configurations drive system behavior without reliance on development or programming skills
Ability to understand, document, and translate business and clinical workflows into application-level configurations, workflows, or support requests
Experience building or supporting macros, automated workflows, or rule-based automation within a software application (not custom development)
Strong written and verbal communication skills, with the ability to accurately translate end-user problems into clear descriptions for vendor support teams or developers
Experience managing support tickets through a full lifecycle, from intake to resolution
Familiarity with database concepts and structured data at a conceptual level
Ability to learn and navigate new software applications independently
Ability to maintain necessary levels of confidentiality to protect patient privacy

Nice To Haves

Experience supporting healthcare or laboratory software such as a Laboratory Information System (LIS) or Electronic Medical Record (EMR) is strongly preferred; candidates with this background will be given preference in the hiring process

Responsibilities

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
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