IT Support Analyst

Wall Residences Inc • Madison Heights, VA

54d • Hybrid

About The Position

Wall Residences provides residential support to individuals ages five through 90+ with a diagnosis of an intellectual disability, mental illness, and/or other developmental disabilities. Our mission is to support people in living meaningful and fulfilling lives through a Person-Centered Practices approach—focusing on what matters most to each individual, including relationships, goals, and community engagement. Position Overview We are looking for a full-time, experienced IT Support Analyst to join our tech-savvy team based in Madison Heights, VA, with the option of working from our Richmond, VA office. This position will be hybrid, combining both in-office and remote work. The final schedule (e.g., 3 days in office, 2 days remote) will be determined during the onboarding process. This role will play a key part in supporting and optimizing Wall Residences’ Electronic Health Record (EHR) system, with a focus on: Documentation workflows Billing & Reporting processes Data accuracy and compliance You'll support system configuration, upgrades, provider support, and help improve overall efficiency and reliability of our EHR and related infrastructure.

Requirements

• Enthusiastic about IT with a passion for helping others and solving problems
• Solid understanding of:
• Microsoft Windows
• Microsoft Office 365 (Excel, SharePoint, Teams)
• General IT infrastructure
• Familiarity with:
• EHR systems
• Billing workflows
• Information security
• Basic understanding or interest in AI tools and automation (e.g., Microsoft Copilot, ChatGPT)
• Strong communication skills and ability to work across teams and with vendors
• Ability to manage multiple priorities independently and maintain confidentiality
• Willingness to travel locally across Virginia for onsite support
• Associate’s Degree required (any field)
• 3–5 years of IT support experience
• Must have reliable transportation

Nice To Haves

• Experience supporting EHR systems
• Understanding of HIPAA and healthcare data privacy standards
• Familiarity with DBHDS, DMAS, and Human Rights guidelines
• Experience with standard operating procedures (SOPs) in IT
• Background in community intellectual disability services or person-centered support
• Knowledge of how AI tools can support documentation, data review, and automation

Responsibilities

• Provide day-to-day support for the EHR platform (e.g., Credible)
• Troubleshoot system and billing issues and support data imports and reconciliations
• Collaborate with IT, billing, and operations teams on workflow improvements
• Assist with EHR configuration, upgrades, and training
• Provide hardware/software support and manage IT assets
• Support data entry, documentation tools, and automation efforts
• Participate in special IT projects as needed

Benefits

• Wall Residences is a 100% employee-owned company that offers a positive work environment and a competitive benefits package that is designed to promote health and financial security for you and your family.
• This package includes a company-sponsored health and dental plan, a Health Savings Account (HSA), group and voluntary life insurance, a vision plan, company-paid short- and long-term disability coverage, a 401(k) plan, Employee Stock Ownership Plan (ESOP), an Employee Assistance Program (EAP), education assistance and wireless discounts with Verizon.
• Employees are also provided with generous time off and holiday schedules.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees