IT Applications Support Specialist

Job Description

Job Description

Diversity Health is a Nashville-based management services organization (MSO) that powers community clinics across Tennessee and Kentucky, including Music City PrEP Clinic and Chosen Family Medicine. Diversity Health provides the operational, financial, and strategic infrastructure so its partner clinics can focus on patient care and delivering Great Experiences by Design—expanding access to sexual health, HIV prevention, and primary care. Through this support, Music City PrEP Clinic operates five physical clinic locations staffed by a rapidly growing team of medical and administrative professionals. Rod Bragg Diversity Health, LLC is an equal opportunity employer.

Position Title: IT Applications Support Specialist

Position Summary:

The IT Applications Support Specialist is responsible for providing technical and functional support for the clinical, business, communications, productivity, and cloud-based applications used throughout Diversity Health and its affiliated clinical and administrative operations.

This position serves as a primary liaison between end users, Information Technology, application owners, operational leadership, and third-party software vendors to ensure applications are available, appropriately configured, effectively utilized, and supported in accordance with organizational requirements.

The IT Applications Support Specialist investigates application incidents, supports user access and application configuration, assists with application implementations and upgrades, documents system processes, develops user guidance, provides application training, and identifies opportunities to improve application reliability, workflows, and user experience.

While this position may assist with general technology troubleshooting when necessary, its primary focus is application support but would also be involved with traditional desktop, endpoint, or network support.

Because Diversity Health operates in a healthcare environment, this position requires strong attention to HIPAA, privacy, information security, appropriate access controls, and the protection of patient, employee, and organizational information.

Essential Duties and Responsibilities

General Responsibilities

Application Support

• Provide Tier 1 and Tier 2 functional and technical support for assigned clinical, business, communications, and cloud-based applications.

• Serve as a primary support resource for applications such as electronic health record (EHR) systems, practice-management systems, communications platforms, scheduling applications, productivity tools, intranet resources, and other approved organizational systems.

• Investigate and resolve application errors, access issues, configuration problems, workflow concerns, and user-reported incidents.

• Determine whether reported problems originate from the application, user configuration, identity/access, endpoint, network, integration, or external vendor service.

• Document troubleshooting activities, findings, resolutions, and workarounds within the IT service-management system.

• Escalate infrastructure, endpoint, network, security, or other technical issues to the appropriate IT resource.

• Escalate complex application defects and vendor-related issues to application providers when necessary.

• Track escalated application issues through resolution and maintain communication with affected users.

• Monitor recurring application issues and identify opportunities for permanent resolution.

Clinical & Business Application Support

• Provide application support for assigned clinical and business systems, including Athenahealth or other EHR/practice-management systems as applicable.

• Support communications and collaboration platforms such as RingCentral, Microsoft 365, Google Workspace, and other organizational applications as assigned.

• Assist users with application functionality, navigation, configuration, permissions, and approved workflows.

• Work with clinical and business teams to understand application-related issues and operational requirements.

• Assist with troubleshooting issues affecting clinical workflows, scheduling, patient communications, documentation, reporting, or other supported business processes.

• Coordinate with application owners and operational leadership before making changes that could affect established workflows.

• Maintain awareness of application functionality and dependencies necessary to effectively support users.

Application Access & User Administration

• Create, modify, disable, and maintain application user accounts in accordance with approved access requests and organizational procedures.

• Assign approved roles, permissions, licenses, queues, groups, and application configurations based on documented requirements.

• Support application-related onboarding, employee changes, transfers, and offboarding.

• Troubleshoot authentication, multifactor authentication, single sign-on, licensing, and application authorization issues.

• Follow least-privilege and role-based access principles when administering application access.

• Assist with periodic user-access reviews and remediation activities.

• Identify inappropriate, excessive, duplicate, inactive, or inconsistent application access and escalate concerns as appropriate.

• Maintain documentation and audit records of application access changes.

Application Configuration & Administration

• Perform approved application configuration and administrative functions within assigned systems.

• Maintain application settings, user configurations, queues, groups, templates, and other approved configuration elements.

• Assist with configuration changes requested by business or clinical stakeholders.

• Test configuration changes before implementation when appropriate.

• Document significant application configuration changes.

• Maintain awareness of application dependencies, integrations, and downstream impacts when making approved changes.