Tech Support Specialist II

IT Tech Support Specialist II

A career at Mid-America Transplant means giving hope and healing to the 100,000+ patients on the transplant waiting list, bringing peace to families in mourning, building a legacy for donors, and stewarding their lifesaving gifts. No matter what role you play or how challenging the work can sometimes be, we find that helping save and celebrate the lives of others often changes your own life in the process. Join the Mid-America Transplant team. It's the toughest job you'll ever love.

Simply put, we help save lives — and we're proud to say we've been nationally recognized for we how well we do it. We conduct and fund game-changing research. We educate the public to prevent medical issues and the need for transplants. We offer grief resources to donor families. Pioneer new facilities and protocols that improve the viability of organ and tissue donations. We provide affordable, temporary housing for transplant patients and their families. Partner with community organizations to drive donor registration. We meet with schools, clergy, and local leaders to share our cause and our message. We stop at nothing because we're the kind of people who give everything.

The IT Tech Support Specialist II is responsible for application and access management for both internal and external applications, while also supporting first- and second-level IT helpdesk service tickets for end users. Ensure secure, timely, and compliant access to systems and data while troubleshooting hardware, software, application, account, and connectivity issues. Execute user provisioning and access requests while enforcing access control policies, role-based permissions, and audit requirements. Serve as both the operational processor and control point for access decisions, balancing efficient end-user support with security and compliance. Support licensing optimization and collaborates across teams to maintain scalable, audit-ready identity and support processes.

What You'll Do

• Provide first- and second-level IT support for employees through support tickets, phone calls, walk-up requests, and remote assistance.
• Troubleshoot and resolves workstation, laptop, mobile device, peripheral, printer, phone, software, application, account, EMR access, MFA, authentication, and basic network connectivity issues.
• Document support work clearly, maintain accurate ticket records, communicate status updates to end users, and escalate issues when specialized assistance is required.
• Serve as a Tier 2 escalation point for complex end-user support, access-related, application, and recurring operational issues.
• Identify recurring support trends, perform basic root cause analysis, recommend corrective actions, and contribute to process improvements.
• Maintain SOPs, job aids, troubleshooting notes, and knowledge base articles for service desk, access management, and end-user support processes.
• Process access requests and fulfills user provisioning, deprovisioning, and role changes in accordance with approved workflows.
• Execute joiner, mover, and leaver processes while ensuring access changes are timely, accurate, and auditable.
• Perform access audits, recertifications, and access reviews to support compliance and security requirements.
• Maintain audit documentation, access records, and compliance evidence related to IAM activities.

What You'll Bring

• Associate degree, technical training, or IT certification (Preferred)
• 4+ years of IT support, help desk, or systems support experience.
• Experience supporting user accounts, access requests, devices, applications, licensing, and end-user troubleshooting in a healthcare or other regulated environment
• Knowledge of IAM concepts, role-based access, least privilege, access reviews, and audit documentation

What We'll Bring

• Health insurance premium options at zero out of pocket for single coverage, eligible on your first day
• 401(k) Retirement Match - offering up to a 5% match of annual salary starting the 1st day of the month following your start date
• 401(k) Retirement Plan – offering up to another 9% contribution of your annual salary after one year
• Paid Life Insurance – four times your salary
• Paid Long Term Disability
• Annual incentive plan in addition to annual salary increases
• Tuition Reimbursement

Mid-America Transplant is an Equal Opportunity Employer (EOE). We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.