IT Support Specialist (Healthcare Facility)

Job Description

Job Description

ABOUT THE COMPANY

We have changed thousands of lives through our outpatient clinics over the last nine years We are a no-judgment, harm-reduction, down-to-earth organization specializing in addiction treatment and we are growing rapidly in hopes to make an even bigger difference within our community. Come join our awesome crew of change makers!

POSITION SUMMARY 

The IT Support Specialist is responsible for the day-to-day management, support, and optimization of all technology systems across a multi-site behavioral health and substance use disorder treatment organization. This role serves as the primary point of contact for internal technical support, vendor coordination, and system performance, ensuring that all technology infrastructure effectively supports clinical care, operations, and compliance.

In addition, the IT Support Specialist serves as the organization’s IT Security Officer, supporting compliance with HIPAA and 42 CFR Part 2 regulations and ensuring the security and integrity of all systems and data.

This position requires a highly organized, solutions-oriented professional who can balance hands-on technical support, vendor management, and strategic system improvements in a fast-paced healthcare environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions may include, but are not limited to the following:

Technology Support & Troubleshooting

• Provide front-line technical support to staff across all locations, including computers, printers, peripherals, phone/VoIP systems, EHR platforms, and security systems
• Troubleshoot and resolve hardware, software, and connectivity issues in real time
• Respond to urgent technical issues (e.g., internet outages, system downtime) and act quickly to minimize disruption to clinical and business operations
• Ensure all staff have reliable access to the tools and systems necessary to perform their roles effectively

Vendor Coordination & Ticket Management

• Serve as the primary liaison between the organization and external technology vendors, including managed IT services, EHR providers, phone/VoIP systems, and security vendors
• Submit, monitor, and escalate support tickets to ensure timely resolution
• Hold vendors accountable to service level agreements (SLAs), timelines, and quality expectations
• Coordinate vendor activities across multiple sites to align with operational needs

Systems & Operations Management

• Support and maintain the daily functionality of all IT and phone systems across five clinic locations
• Assist with system setup, configuration, upgrades, and ongoing maintenance
• Manage IT and company phone asset tracking, inventory, and lifecycle management
• Monitor system performance and proactively identify opportunities for improvement
• Ensure technology systems align with and support clinical workflows and operational efficiency
• Assist with website functionality and coordinate updates or issue resolution with external vendors

IT Security & Compliance (IT Security Officer)

• Serve as the organization’s designated IT Security Officer
• Support and reinforce compliance with HIPAA and 42 CFR Part 2 requirements
• Partner with external IT vendors to ensure secure system access, appropriate user permissions, and network/device security measures
• Monitor systems for potential vulnerabilities and respond to identified risks
• Support implementation and maintenance of security policies, procedures, and best practices
• Assist with incident response, investigation, and documentation related to security events

Project Management & System Implementation

• Lead and support IT-related projects, including system implementations, migrations (e.g., shared drives to SharePoint), and workflow improvements
• Coordinate across internal teams and external vendors to ensure successful project execution
• Track project timelines, provide updates, and ensure accountability for deliverables
• Identify and implement opportunities to improve system functionality and user experience

Onboarding & Staff Training

• Lead IT onboarding for new employees, including system setup, access provisioning, and equipment configuration
• Provide training on EHR systems, phone platforms, and other key tools
• Offer ongoing support and education to staff on system use and best practices
• Develop and maintain clear, user-friendly training materials and guides

Multi-Site Support

• Travel regularly between all organizational locations to provide on-site technical support
• Ensure consistency in system functionality and technology standards across all sites
• Address site-specific needs while maintaining alignment with organizational policies and infrastructure

Administrative & Operational Support

• Provide administrative and project support to the Director of Operations related to IT systems and infrastructure
• Assist in planning, organizing, and tracking technology-related initiatives
• Support documentation, process improvement, and system standardization efforts across the organization
• Other duties as assigned

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Associate’s or Bachelor’s degree in Information Technology, Healthcare Administration, or related field preferred; equivalent combination of education and relevant experience will be considered
• CompTIA Network+ certification required (or must be obtained within 6 months of employment)
• 3–5 years of experience in IT support, systems administration, or a similar role
• Experience in healthcare, behavioral health, or substance use disorder settings strongly preferred
• Strong working knowledge of IT systems, networks, hardware, and software troubleshooting
• Experience with EHR systems and healthcare technology environments
• Understanding of HIPAA, 42 CFR Part 2, and data security best practices
• Ability to manage multiple priorities and respond effectively in high-pressure situations
• Strong organizational, problem-solving, and project management skills
• Excellent communication and interpersonal skills with the ability to support non-technical users
• Valid drivers license and ability to be insured

BENEFITS

• We offer three medical insurance plan options, allowing employees to choose the coverage that best first their needs and budget
• Dental insurance 100% paid by the company (option to add family members which are paid for by the employee)
• Life insurance 100% paid for by the company
• HSA, Medical FSA, and Dependent Care FSA available
• Access to supplemental accident, critical illness, and additional life insurance coverage
  
• PTO (earned on an accrual basis with increases at one year and every 5 years thereafter)
• Sick Time (40 hours annually)
• Time and a Half Holiday Pay
• 401k and up to 3% match after 3 months of employment
• Up to $400 per year for approved CEUs
• All required licensure/certification costs for position paid for by the company

**Position is contingent on passing an OHA Background check and successful completion of a urine analysis (UA) after accepting job offer**

Recovery Works NW is an "Equal Opportunity Employer" and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

Recovery Works NW participates in the  Work Opportunity Tax Credit (WOTC) program , a federal initiative that provides tax incentives to employers who hire individuals from targeted groups facing barriers to employment. Submission of information for WOTC eligibility is  voluntary and  will not affect your consideration for employment .