Tech Support Specialist II

About the role

Lifesaving & Life-Changing Work. A career at Mid-America Transplant means giving hope and healing to the 100,000+ patients on the transplant waiting list, bringing peace to families in mourning, building a legacy for donors, and stewarding their lifesaving gifts. The IT Tech Support Specialist II is responsible for application and access management for both internal and external applications, while also supporting first- and second-level IT helpdesk service tickets for end users. Ensure secure, timely, and compliant access to systems and data while troubleshooting hardware, software, application, account, and connectivity issues. Execute user provisioning and access requests while enforcing access control policies, role-based permissions, and audit requirements. Serve as both the operational processor and control point for access decisions, balancing efficient end-user support with security and compliance. Support licensing optimization and collaborate across teams to maintain scalable, audit-ready identity and support processes.

Responsibilities

• Provide first- and second-level IT support for employees through support tickets, phone calls, walk-up requests, and remote assistance.
• Troubleshoot and resolve workstation, laptop, mobile device, peripheral, printer, phone, software, application, account, EMR access, MFA, authentication, and basic network connectivity issues.
• Document support work clearly, maintain accurate ticket records, communicate status updates to end users, and escalate issues when specialized assistance is required.
• Serve as a Tier 2 escalation point for complex end-user support, access-related, application, and recurring operational issues.
• Identify recurring support trends, perform basic root cause analysis, recommend corrective actions, and contribute to process improvements.
• Maintain SOPs, job aids, troubleshooting notes, and knowledge base articles for service desk, access management, and end-user support processes.
• Process access requests and fulfill user provisioning, deprovisioning, and role changes in accordance with approved workflows.
• Execute joiner, mover, and leaver processes while ensuring access changes are timely, accurate, and auditable.
• Perform access audits, recertifications, and access reviews to support compliance and security requirements.
• Maintain audit documentation, access records, and compliance evidence related to IAM activities.

Requirements

• Associate degree, technical training, or IT certification (Preferred).
• 4+ years of IT support, help desk, or systems support experience.
• Experience supporting user accounts, access requests, devices, applications, licensing, and end-user troubleshooting in a healthcare or other regulated environment.
• Knowledge of IAM concepts, role-based access, least privilege, access reviews, and audit documentation.

Benefits

• Health insurance premium options at zero out of pocket for single coverage, eligible on your first day.
• 401(k) Retirement Match - offering up to a 5% match of annual salary starting the 1st day of the month following your start date.
• 401(k) Retirement Plan – offering up to another 9% contribution of your annual salary after one year.
• Paid Life Insurance – four times your salary.
• Paid Long Term Disability.
• Annual incentive plan in addition to annual salary increases.
• Tuition Reimbursement.