IT Systems Specialist - EHR Systems Specialist Track - School of Dentistry

IT Systems Specialist - EHR Systems Specialist Track - School of Dentistry

Virginia Commonwealth University School of Dentistry, Office of Information Technology, is seeking applicants for a full-time IT Systems Specialist focusing on the Electronic Health Records (EHR) Systems Support.

This position provides advanced tier-2/3 technical support across macOS, Windows 11, and mobile endpoint environments using Microsoft Intune, MECM, JAMF, and automated Windows Operating System Deployment (OSD). Operating under limited supervision, this role ensures continuous clinical, academic, and administrative technology operations within a specialized dental healthcare framework, serving as an operational support specialist for clinical Electronic Health Record (EHR) systems, 2D PACS imaging support, and connected clinical communications platforms, while serving as a secondary backup for instructional technology and classroom support.

Responsibilities include:

• Maintain, image, deploy, and troubleshoot macOS, Windows 11, and mobile device endpoints using Microsoft Intune, MECM, JAMF, and custom PowerShell/shell scripts.
• Resolve escalated IT service tickets, perform root-cause problem analysis, and initiate corrective technical actions.
• Serve as technical liaison between clinical users, academic staff, vendor engineering teams, and central IT Services.
• Provide backup support for instructional technologies, AV equipment, and lecture hall operations during live academic events.
• Support and maintain enterprise EHR (axiUm) and digital imaging level 1 and level 2 (MiPACS) support tickets.
• Assist and troubleshoot the configuration, updating, and troubleshooting of integrated companion applications including RingCentral (VOIP/telehealth), Volatia (language interpretation services), and DrFirst (e-prescribing).
• Coordinate and assist with user access workflows as well as level 1 and level 2 support inquiries.
• Assist with conducting technical training and workflow documentation for clinical faculty, residents, and staff.

Availability during normal business hours is required (typically between 7:30 AM and 4:30 PM). At times, this position may require availability outside of normal clinic hours for endpoint upgrades, system upgrades, and maintenance. Must be able to demonstrate OSHA-compliant lifting techniques for equipment up to 50 lbs.

Minimum qualifications include:

• Bachelor's degree in Computer Science, Information Systems, or a related field; or equivalent combination of education, training, and professional IT support experience.
• Demonstrated proficiency supporting Windows and Mac endpoints, mobile OS platforms, enterprise imaging via Windows OSD, FileVault, Bitlocker, and systems management tools (Microsoft Intune, MECM/SCCM, JAMF, MSFT Active Directory).
• Hands-on experience writing and modifying basic shell or PowerShell scripts for endpoint automation and troubleshooting.
• Proven experience in IT customer service and basic project management skills.
• Strong analytical skills with experience utilizing generative AI tools for advanced troubleshooting and scripting.
• Excellent interpersonal skills to serve as an effective liaison between clinical staff, academic faculty, and external technical vendors.
• Demonstrated experience working in and fostering an environment of respect, professionalism, and civility with faculty, staff, and students from diverse backgrounds, or a commitment to do so as a staff member at VCU.

Preferred qualifications include:

• Prior IT support experience in a healthcare, dental clinic, or higher education environment.
• Direct experience with Electronic Health Records (EHR - e.g., axiUm) and Picture Archiving and Communication Systems (PACS - e.g., MiPACS).
• Familiarity with HIPAA compliance standards regarding endpoint security and protected health information (PHI).
• Knowledge of VDI infrastructure, including Citrix.
• Experience supporting classroom AV/instructional technology systems in a university setting or knowledge of how these systems work.

Salary range: commensurate, up to $63,000. Benefits include comprehensive health benefits, paid annual and holiday leave, generous tuition benefits, retirement planning and savings options, tax-deferred annuity and cash match programs, employee discounts, well-being resources, abundant opportunities for career development and advancement, and more.