IT Support Specialist

Job title


IT Support Specialist


Reports to


Director of IT


Status


Exempt (Salaried $54,000 - $65,000)

Job purpose

The IT Support Specialist provides frontline support for Heartland's users and systems. This role handles new-hire onboarding, day-to-day technical support (workstations, networks, medical device systems), troubleshooting, software and hardware management, and routine system/network maintenance to ensure reliable, secure, and efficient operations.

Duties and responsibilities:

• Onboarding: Create user accounts, profiles, and credentials; set up workstations and peripherals; install required applications; coordinate access and resources with supervisors.
• Technical Support: Provide timely assistance to staff to resolve issues with hardware, software, printers, peripherals, and other digital systems; support both onsite and remote users.
• Software and Hardware Management: Install and configure software and hardware; monitor performance; manage updates, upgrades, and asset inventory.
• Troubleshooting: Identify, analyze, and resolve workstations, application, network, and system issues to minimize downtime and maintain operational continuity.
• Security Management: Implement and maintain security controls (MFA, endpoint protection, patching); manage user access and permissions; follow HIPAA and organizational security policies.
• Documentation and Training: Create and maintain user guides, process flow charts, and training materials; provide in-service training to new and existing team members.
• Process Improvement: Identify inefficiencies in workflows and propose/implement solutions aligned with health center strategies and standards.
• Compliance: Ensure adherence to organizational policies, patient confidentiality, and applicable standards for systems development and support.
• Projects and Upgrades: Execute implementation plans for system rollouts, transitions, and upgrades through completion; may require occasional after-hours work and/or travel between sites.

Qualifications

• Bachelor's degree in computer science, information systems, technology, business/healthcare administration, or related field; or equivalent experience.
• Three to five years of experience in healthcare information technology preferred.
• Strong understanding of computers, operating systems, and software design concepts; experience with Microsoft 365, Windows, and Active Directory (Azure AD/Intune experience a plus).
• Demonstrated experience with system upgrades and change implementation.
• Excellent communication, customer service, and problem-solving skills; strong work ethic.
• Team player who can also work autonomously and follow through to completion.
• Medical terminology knowledge preferred
• Proven ability to document processes and develop concise training materials.

Working conditions

• Primarily indoor work in environmentally controlled conditions; frequent desk/computer work.
• Regular walking and sitting; job tasks performed in proximity to others; subject to interruptions and occasional high-stress situations.
• Occasional travel to all Heartland locations.
• Occasional interaction with external customers/the public and periodic conflict resolution.

Physical requirements

• Sufficient visual acuity to read, write, and operate standard IT equipment.
• Ability to read, write, and speak English; additional languages helpful.
• Sufficient hearing to communicate in person and via phone.
• Ability to lift up to 25 pounds occasionally.
• Extended periods of computer/desk work; ability to sit, stand, and ambulate; manual dexterity for keyboard and device use; reach with hands/arms as required.

Details

• Full-Time Exempt: Monday-Friday 8:00am - 5:00pm, or as needed to fulfill job duties.
• Schedule may be adjusted by supervisor to meet operational needs.
• Work from home eligibility: up to 10% per fiscal year, consistent with organizational policy and supervisory approval.