IT Systems Specialist I

The IT Systems Specialist I is the first point of contact for technology issues across all Clearway Pain locations. This role receives, documents, and resolves first-level service requests for end-user devices, accounts, applications, phones, and printers in a professional and timely manner, and escalates complex issues to an IT Systems Specialist II or vendors with complete documentation. Essential Duties and Responsibilities: Serves as the first point of contact for help desk calls, tickets, chats, and walk-ups; logs every request in the ticketing system with accurate detail. Troubleshoots and resolves first-level issues with Windows and macOS workstations, laptops, tablets, mobile devices, printers, scanners, and peripherals. Performs account administration in Microsoft Entra ID and Microsoft 365: password resets, MFA registration, account unlocks, group membership, and license assignment per documented procedures. Supports Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint. Enrolls, provisions, and troubleshoots devices in Microsoft Intune; confirms devices are compliant before handoff to users. Provides basic end-user support for the EHR, phone system (Dialpad), and other business applications; escalates vendor-specific issues as needed. Executes new-hire onboarding and termination offboarding checklists in coordination with HR, including device setup, account creation, and access removal. Images, deploys, collects, and retires IT equipment; keeps the IT asset inventory accurate in the inventory system. Performs basic network troubleshooting at sites (connectivity, Wi-Fi, cabling, power cycling) and escalates outages to an IT Systems Specialist II. Escalates unresolved or complex issues to an IT Systems Specialist II or the appropriate vendor within defined timeframes, with complete troubleshooting notes. Follows HIPAA, privacy, and security policies when handling devices, accounts, and any system containing patient information. Contributes to and follows knowledge base articles and standard operating procedures. Communicates with users throughout an incident, including status updates, resolution confirmation, and notice of planned changes or outages. Travels to clinic locations for on-site support, equipment deployments, and site openings. Participates in after-hours on-call rotation and planned maintenance windows as scheduled. Checks work e-mail and the ticket queue regularly throughout the workday. Participates in and completes all required trainings and in-services. Performs other duties as assigned. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Minimum Education and/or Experience High School Diploma or equivalent WITH one (1) year of IT support or help desk experience; OR an equivalent combination of education and/or experience. Computer Skills: Working knowledge of Windows 10/11 and macOS. Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint, OneDrive). Familiarity with a ticketing system and remote support tools. Basic understanding of networking concepts (IP addressing, DNS, Wi-Fi). Certificates, Licenses, Registrations: None required. CompTIA A+ preferred. Other Qualifications: Must have excellent written and oral communication skills, including exceptional customer service. Must be able to establish and maintain effective working relationships with doctors, clinical staff, other co-workers and the public. Must be able to work individually as well as within a team. Must be able to follow both verbal and written instructions. Must be able to work a flexible schedule, including after-hours on-call coverage. Must be able to respond with patience and understanding during stressful conditions related to patient health and emergent situations. Must be able to multi-task and prioritize. Must demonstrate extreme attention to detail. Must possess strong organization skills. Must be able to problem solve and use reasoning. Must be able to meet predefined quality standards. Must maintain and project a professional attitude and appearance at all times. Must be able to understand how IT relates to the business strategy and goals of key stakeholders within the organization. Must be able to diagnose and resolve basic technical issues. Must be able to understand various support tools and techniques, and how technology is used to provide IT services. Must have typing skills sufficient to ensure quick and accurate entry of service request details. All staff are expected to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance. Preferred Qualifications: Working knowledge of the healthcare field and medical specialty, as well as medical terminology. Associate's Degree or coursework in Information Technology or a related field. Experience supporting Microsoft 365, Entra ID, or Intune. Experience supporting an EHR or other clinical application. Driving/Travel: The employee must have reliable transportation and a valid driver's license. Travel for this position may be up to 50%. While the primary workplace may be closest to the employee's home, work assignments could be in any of the Company's locations. #J-18808-Ljbffr SMART Pain Management, LLC