IT Applications Support Specialist

About the role

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.

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.
• Incident Investigation: 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.
• Documentation & Escalation: 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, and escalate complex application defects and vendor-related issues to application providers when necessary.
• Clinical & Business Application Support: Support communications and collaboration platforms such as RingCentral, Microsoft 365, Google Workspace, and other organizational applications. Assist users with application functionality, navigation, configuration, permissions, and approved workflows.
• 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.
• 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.
• Incident & Problem Management: Manage assigned application incidents and service requests through resolution. Prioritize application issues according to business impact, clinical impact, urgency, and established IT service expectations. Identify recurring incidents and assist with root-cause analysis.
• Vendor Support & Escalation: Serve as a technical point of contact for assigned application vendors. Open, manage, document, and track vendor support cases. Provide vendors with appropriate technical information necessary to investigate issues while protecting confidential and sensitive information.
• Application Testing, Upgrades & Changes: Participate in application implementations, upgrades, migrations, integrations, and configuration changes. Review application release information and identify potential impacts to organizational workflows or users. Assist with the development and execution of application testing plans.
• User Training & Adoption: Provide application guidance to new and existing employees. Develop user guides, quick-reference materials, FAQs, and other training resources. Explain application functionality and technical concepts in clear, non-technical language.
• Documentation & Knowledge Management: Create and maintain application support documentation, troubleshooting procedures, configuration information, and standard operating procedures. Develop and maintain Helpdesk knowledge-base articles for common application issues.
• Application Inventory & Lifecycle Support: Assist with maintaining an accurate inventory of organizational software applications, platforms, and cloud services. Identify redundant, obsolete, unused, or unsupported applications and communicate findings to the IT Manager.
• Integration Support: Assist with troubleshooting integrations between supported applications and organizational systems. Identify potential failures involving authentication, data synchronization, application interfaces, or vendor integrations.
• Information Security, HIPAA & Privacy: Follow organizational cybersecurity, HIPAA, privacy, acceptable-use, and information security requirements. Ensure application access and administrative activities follow established security and access-control procedures. Protect electronic protected health information (ePHI), employee information, credentials, and other sensitive organizational information.
• Process & Workflow Improvement: Work with users to identify application-related pain points, recurring issues, and inefficient processes. Recommend application configuration, training, workflow, or process improvements.