It Specialist- Level 2

Position Summary

The IT Specialist supports reliable, secure technology across Mid-Delta Health Systems’ clinics and administrative operations. The position provides practical, timely support to employees; maintains user accounts, devices, applications, and technology records; and coordinates with the managed service provider and other vendors for monitoring, cybersecurity, infrastructure, backups, and escalated incidents. The Specialist helps protect the availability, confidentiality, and integrity of systems and information so employees can serve patients with minimal technology disruption.

The role combines hands-on troubleshooting and user assistance with vendor coordination and follow-through. It covers the organization’s on-premises and cloud services, clinical and business applications, endpoints, network and communications equipment, and related workplace technology.

Essential Duties and Responsibilities

1. User support and service desk

• Receive, document, prioritize, troubleshoot, and resolve employee technology requests and incidents; maintain clear ticket notes, status updates, resolution details, and escalation history.
• Provide in-person, remote, and telephone support for computers, laptops, Surface devices, iPads, monitors, keyboards, mice, docks, scanners, cameras, microphones, headsets, card readers, and other approved peripherals.
• Explain technical issues in clear, respectful language; help employees use equipment and approved applications; provide orientation and follow-up after installations, changes, and upgrades.
• Distinguish technology requests from facilities or other service requests and route them to the appropriate department. Assist other medical office team members as assigned.

2. Accounts, applications, and clinical technology

• Administer user accounts, groups, permissions, and access for on-premises Active Directory and approved cloud services; support onboarding, role changes, leave, and separation using authorized requests and least-privilege practices.
• Support domain services and tools, including Group Policy, DNS, DHCP, domain print services, remote access, single sign-on, and password or multifactor authentication processes, in coordination with the managed service provider where required.
• Provide first-line technical support and vendor coordination for eClinicalWorks (eCW) and connected clinical workflows, including workstation access, scanners, label printing, card readers, software installation, and case tracking. Route clinical configuration, records, billing, or workflow decisions to authorized eCW owners and clinical leaders.
• Support approved business and clinical applications and integrations, including Microsoft 365, EKG software, imaging and radiology workstations, telehealth tools, and other organization-approved systems. Track vendor cases and confirm service restoration with the affected users.

3. Equipment, inventory, and lifecycle management

• Maintain accurate, current technology inventory records across all Mid-Delta locations, including asset tags, make/model, serial number, assigned user, site/room, status, operating system, warranty, and deployment or retirement details.
• Assist with approved acquisition and replacement planning; obtain quotes as assigned; coordinate receipt, imaging, configuration, asset tagging, provisioning, deployment, transfer, return, secure wipe, and disposal of equipment.
• Install and configure Windows workstations and laptops, approved software, printers, scanners, and peripherals; perform routine troubleshooting, upgrades, and break-fix work within assigned skills and authorization.
• Track operating-system support status, patching, warranties, licensing, and end-of-life equipment. Coordinate Windows updates and replacements with users and the managed service provider, and document exceptions and completion.

4. Network, facilities technology, and communications

• Support and coordinate maintenance of local networks and site connectivity, including switches, wireless access points, firewalls, servers, virtual hosts, storage, and internet circuits; escalate provider-level configuration or repair work to the managed service provider or carrier.
• Coordinate phone and internet service requests, circuit installation or changes, carrier tickets, number porting, service redundancy, and outage communications across clinic locations.
• Administer and support RingCentral services and devices, including user setup, extensions, desk phones, desktop/mobile applications, voicemail, auto attendants, call routing, number assignments, and troubleshooting. Track carrier or RingCentral cases through resolution and verify that clinic numbers and call flows work after changes.
• Coordinate installation and support of security cameras and related viewing equipment. Maintain assigned device, access, and support records; work with leadership and vendors on permissions, retention, repair, and service issues under organizational policy.
• Coordinate ordering, printing, issuance, replacement, and return of employee name badges. Maintain a timely process with Human Resources for new hires, name or role changes, and departures. Handle any separate access-control badge functions only when assigned and authorized.

5. Cybersecurity, privacy, and compliance

• Protect the security and privacy of networks, endpoints, accounts, and information. Follow HIPAA, organizational privacy and security policies, access-control procedures, and incident-reporting requirements.
• Coordinate with the managed service provider on 24/7/365 monitoring, endpoint protection and anti-malware, managed firewall, ransomware protection, vulnerability scanning, patch management, password management, multifactor authentication, and security alerts.
• Review and promptly escalate suspicious activity, phishing reports, exposed credentials, lost or stolen devices, suspected malware, unauthorized access, or possible disclosure of protected information. Preserve relevant details and follow the incident-response process; do not independently determine reportability.
• Assist with security awareness and simulated phishing activities, staff guidance, access reviews, and evidence gathering for audits, risk assessments, and compliance reviews. Maintain confidentiality and use only authorized systems and accounts.

6. Backup, continuity, and recovery

• Monitor or review backup status and alerts with the managed service provider; follow up on missed or failed jobs, capacity warnings, backup interruptions, and recovery-point concerns until documented resolution.
• Coordinate backup and recovery support for on-premises and cloud-hosted systems, including Azure and the organization’s contracted cloud backup services, as applicable. Keep current records of protected systems, escalation contacts, and known dependencies.
• Help maintain and test disaster recovery and business continuity procedures. Coordinate restore tests, recovery demonstrations, written test records, retention documentation, and corrective actions with the provider and organizational leadership.
• Escalate power, storage, or connectivity conditions that could affect clinical systems, imaging, telephony, or backups. Coordinate approved mitigation such as UPS deployment, circuit redundancy, or other resilience improvements.

7. Vendor, licensing, and service oversight

• Serve as a day-to-day coordination point for the managed service provider and technology vendors. Track open tickets, service requests, projects, quotes, service interruptions, and agreed follow-up actions.
• Review service reports for recurring issues, response and resolution trends, device health, patch and anti-malware status, backup performance, security events, and project progress. Bring material risks, overdue items, and decisions requiring leadership approval to the supervisor.
• Maintain records for vendor contacts, contracts, warranties, subscriptions, licensing, renewals, support entitlements, and approved purchases. Identify shortages and prepare purchase requests for approval before ordering.
• Coordinate maintenance windows, upgrades, testing, and release changes to reduce disruption to patient care and employee work. Test or arrange testing of vendor software updates and report issues before broad deployment when feasible.

8. Documentation, training, and organizational participation

• Maintain organized, retrievable records of system changes, configurations, equipment assignments, repairs, maintenance schedules, vendor tickets, outages, and resolutions, following access and retention requirements.
• Provide technology orientation and practical guidance to employees. Attend required in-house PCMH training and other required organizational training; support technology readiness for clinic operations and approved initiatives.
• Communicate complex technical risks, options, costs, and operational effects in understandable terms to nontechnical staff and leadership. Participate in meetings or projects related to technology planning, compliance, and service improvement.
• Perform other duties consistent with the position as assigned.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Proven work experience as an IT Specialist or in a relevant information technology role.
• CompTIA Network+ or comparable network certification preferred.
• Ability to carry out assigned duties independently with minimal supervision and to recognize when an issue requires escalation or approval.
• Ability to read and understand medical, legal, insurance, vendor, and service documents and to maintain an orderly filing and records system.
• Current qualification in Basic Life Support (BLS) techniques; maintain qualification as required by Mid-Delta Health Systems.
• Strong customer service, organization, problem-solving, documentation, and written and verbal communication skills.
• Ability to handle confidential information carefully and follow security, privacy, and access-control requirements.