Information Technology Support Team Lead

The Primary Care IT Support Lead serves as the single point of contact for all our client Primary Care providers experiencing technology issues with the Ethizo EMR and related systems. This role owns the complete ticket lifecycle from intake through resolution, including triage, direct resolution of technical and administrative issues, escalation to Clinical Informatics for clinically driven questions, and management of the vendor escalation process with Ethizo via ZenDesk. The role also encompasses the existing IT responsibilities of laptop and Samsung phone provisioning, Microsoft Office support, and browser and connectivity troubleshooting for Primary Care providers.

What's in it for you: PPO Medical, Dental, and Vision Insurance, 401(k) + Company match, Paid Time Off, lunch program, hybrid schedule opportunity, Telecommunication, Dell, and other employee discounts, profit sharing, employee referral bonuses, and more

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Our client delivers on-site dentistry, optometry, podiatry, audiology, behavioral health, and primary care services to residents in long-term care, skilled nursing, and assisted living facilities. Each specialty offered by our client is one that directly impacts the quality of daily life for the deserving residents we serve. Our client connects patients in need of vital healthcare to doctors committed to dignity and excellen c

e.Responsibiliti

esTicket Management and Tria

• geServe as the single front door for all Primary Care provider technology support tickets via Fresh Servic
• e.Acknowledge all incoming tickets within 1 business hour during coverage hours (best-effort target
• ).Classify every ticket as Tier 1, 2A, 2B, or 3 and route accordingl
• y.Redirect non-technology tickets (HR/administrative) to Primary Care Operations or H
• R.Maintain Fresh Service tickets with status updates throughout the lifecycle, regardless of tie
• r.For vendor-dependent tickets, open and manage parallel Zendesk tickets with Ethizo, following up at minimum every 2 business day
• s.Close the communication loop with providers upon resolutio

n.Tier 1 Direct Resoluti

• onPatient record corrections: merges, location/transfer updates, discharge status fixes, date of service corrections, and demographic data correction
• s.Scheduling corrections: duplicate appointment cleanup and provider schedule adjustment
• s.Access and authentication: login resets, PIN resets, mobile token re-attachment, and server connectivity issue
• s.New provider navigation assistance and basic Ethizo orientatio

n.Tier 2A Technical Investigati

• onNote synchronization issues between Ethizo, PCC, and Matri
• x.Provider and facility configuration changes (facility assignments, POS codes, provider list updates
• ).Platform display errors and data integrity issue
• s.Dr. First authentication failures and credential configuratio
• n.Note workflow errors (draft, e-sync, signing, superbill generation

).Device and Application Suppo

• rtLaptop builds, deployment, and troubleshooting for Primary Care provider
• s.Samsung phone provisioning and Ethizo mobile app installation and configuratio
• n.Microsoft Office application access and troubleshootin
• g.Browser configuration and compatibility for Ethizo web acces

s.Dr. First Account Manageme

• ntCreate and configure Dr. First ePrescribing accounts as part of new provider onboarding in Ethiz
• o.Maintain Dr. First credentials, device lists, and authentication configuration
• s.Troubleshoot prescription routing errors and credential mismatche
• s.Coordinate with Dr. First support for issues beyond our client’s configuration contro

l.Vendor Ticket Manageme

• ntOpen ZenDesk tickets with Ethizo for Tier 3 issues with complete documentatio
• n.Gather screenshots and screen recordings from providers' devices when neede
• d.Track all open ZenDesk tickets and maintain a log visible to IT leadershi
• p.Coordinate with Clinical Informatics when vendor issues have clinical workflow implication

s.Provider and Facility List Manageme

• ntProvider setup in Ethizo and Dr. First for new hire
• s.Facility additions and configuration updates as Primary Care expand
• s.NPI and credential maintenance in Ethiz

o.Cross-Traini

• ngCross train at least one IT team member on Tier 1 resolution procedures for backup coverag
• e.Maintain standard operating procedure documentation for all Tier 1 ticket type

s.Qualificatio

• ns3–5 years of IT support experience, preferably in healthcar
• e.Experience supporting third-party SaaS/web-based application
• s.Familiarity with ITSM ticketing systems (Fresh Service or equivalent
• ).Strong troubleshooting methodology and documentation skill
• s.Ability to communicate clearly with non-technical clinical staf
• f.EMR/EHR support experience strongly preferre
• d.ePrescribing platform experience (Dr. First or equivalent) is a plu

s.Work Environme

• ntAfter 90 days of training, this is a Hybrid position with 4 days in the offic

e.Physical Requiremen

• tsBe able to lift 10lbs occasionall