IT Systems Support Specialist

Surgery Partners, Inc•Altoona, WI

2d•Onsite

About The Position

The IT Systems Support Specialist is responsible for providing frontline support across clinical and administrative systems in a healthcare setting. The role includes supporting EHR/EMR platforms, managing user access, troubleshooting hardware/software issues, and maintaining IT infrastructure in compliance with healthcare regulations.

Requirements

Associate’s degree in Information Technology, Computer Science, Healthcare Informatics, or a related field required, OR High school diploma or G.E.D equivalent and a minimum of three (3) years of experience in Information Technology required
Experience in IT support required
Demonstrates eligibility for employment in the U.S.
Must possess a cell phone that interfaces with the organization's secure messaging system

Nice To Haves

Experience in a clinical or hospital setting preferred
Experience with Thin Clients, Citrix, and Imprivata preferred
Experience with clinical application support and healthcare-specific software is preferred
Working understanding of healthcare IT systems, clinical workflows, and EHR/EMR platforms (e.g., Epic, Cerner, Meditech, PACS)
Familiarity with HIPAA, data privacy, and IT security regulations within healthcare environments
Familiarity with Citrix and Imprivata
Proficiency with Windows OS, standard office software, and basic networking principles
Knowledge of system administration tools such as Active Directory, ticketing platforms, and remote support systems
Exposure to or experience with clinical application support and healthcare-specific software is preferred
Strong troubleshooting skills for resolving hardware, software, and connectivity issues across clinical and administrative systems
Ability to clearly document technical procedures, known issues, and user-facing guides
Effective interpersonal and communication skills, especially when working with non-technical healthcare staff
Capable of training users, supporting software rollouts, and managing access controls
Highly organized and consistent in following technical documentation and established procedures
Learn and adapt quickly within a dynamic clinical setting
Work independently to manage daily support activities and escalate complex issues appropriately
Ability to prioritize and resolve multiple support requests in a fast-paced environment
Effectively collaborate with cross-functional teams, vendors, and project stakeholders during system upgrades and technology deployments
Deliver courteous, efficient, and professional IT support with a focus on service excellence
Effective English communication in verbal and written form
Carry out organization customer service standards
Successfully demonstrate organization-wide performance review competencies

Responsibilities

Provide first- and second-level support for clinical and administrative healthcare applications
Troubleshoot hardware, software, and network issues for end-users (e.g., nurses, physicians, administrative staff)
Diagnose and resolve network, printer, and server problems
Support EHR/EMR platforms such as Epic, Cerner, Meditech, and Expanse
Monitor system performance and perform routine IT system maintenance
Assist with software updates, patches, and backups for critical systems
Manage user accounts, permissions, and access controls in compliance with HIPAA
Train staff on system functionalities, security protocols, and best practices
Develop and maintain user guides and technical documentation
Communicate effectively with technical and non-technical staff regarding IT issues and resolutions
Educate staff on new software features, system updates, and downtime procedures
Deliver individualized and group training during onboarding or rollouts
Coordinate with departments and vendors for system rollouts, upgrades, and hardware relocations
Participate in technology implementation, testing, and integration efforts
Support organization IT projects, such as new unit openings or workflow changes
Ensure compliance with HIPAA and healthcare IT security standards
Respond to and assist in mitigation of IT security incidents
Monitor and report irregularities in system access logs
Enforce password policies and patching protocols
Log, track, and resolve tickets through the service desk system
Triage and prioritize issues based on urgency and impact, escalating as needed
Provide frontline support for critical systems (e.g., PACS, LIS, radiology, pharmacy)
Assist clinicians with login, device connectivity, and system navigation
Maintain and troubleshoot onsite IT hardware including WOWs, printers, badge readers, and barcode scanners
Coordinate resolution of issues involving integrated clinical and patient care equipment
Respond rapidly to IT problems in high-priority areas such as OR and conference rooms
Document incident resolutions and maintain the IT knowledgebase
Generate and review reports on recurring issues and department-specific trends
Monitor server and network alerts to ensure uptime and performance
Conduct regular maintenance on servers, VMs, and storage systems
Troubleshoot issues involving Windows/Linux environments
Manage user access through Active Directory and related systems
Create, modify, and disable user accounts, profiles, and login scripts
Support onboarding and offboarding processes by managing systems access
Use the organization's secure messaging platform in accordance with departmental protocols, including timely receipt and responses to communications
Perform other duties as assigned