Health IT Systems Support Specialist

Basic Function

The Health IT Systems Specialist provides first-level technical and application support for the organization's electronic health record (EHR), clinical applications, and related information systems. Under the direction of the Director of Information Technology, this position assists with user support, system administration, data quality activities, regulatory reporting support, and routine maintenance of healthcare information systems while ensuring secure, reliable, and efficient technology operations that support quality patient care.

General Responsibilities

• Provides basic technical assistance to programs on data entry, data collection, and use of common software packages such as the Microsoft Office suite.
• Assists programs with routine data quality validation activities under the direction of senior IT or clinical systems staff, including identifying incomplete, duplicate, or inconsistent demographic, provider, encounter, and clinical data; documenting findings; assisting with routine corrections; and escalating complex data integrity issues for further review.
• Maintains up-to-date and accurate records and files.
• Stays current on basic developments in information technology relevant to day-to-day duties.
• Provides user orientation on standard software and programs; assists users with retrieving deleted or damaged files; provides one-on-one assistance with application basics and routine user problems; helps coordinate user group meetings as directed.
• Assists in identifying workflow issues reported by clinical and administrative users and documents findings for review by senior IT staff.
• Responds to routine user inquiries and requests for PC and standard application support; performs first-level troubleshooting; escalates unresolved issues to the Director of IT or senior IT staff; distributes existing training materials and documentation to users.
• Maintains up-to-date and accurate records and files.
• Supports EHR user provisioning activities under established policies and procedures, including creation, modification, disabling, and auditing of user accounts; processing role-based access requests; password resets; and other routine, pre-approved administrative functions.
• Supports established EHR downtime and recovery procedures by assisting clinical departments during planned and unplanned system outages, distributing approved downtime documentation, assisting with communication and status updates, supporting recovery activities following system restoration, and documenting issues encountered during downtime events under the direction of senior IT staff.

Qualifications

• Associate's degree in Information Technology, Health Information Technology, Computer Science, Healthcare Administration, or related field preferred.
• In lieu of degree, two (2) years' experience in a healthcare, IT help desk, or information systems support role.
• Basic familiarity with EHR/EMR end-user functions preferred; prior healthcare setting experience a plus.
• Experience with standard PC hardware, common office software applications, and basic network/printer troubleshooting required.
• Familiarity with Microsoft Office 365, Active Directory account support, and general help-desk ticketing preferred.
• Exposure to SQL, reporting tools (e.g., SSRS or Power BI), or HL7/FHIR concepts is a plus but not required.
• Demonstrated customer service experience preferred, particularly in a healthcare or technical support environment.