IT Support Specialist II End User

The IT End User Support Specialist II provides intermediate-level technical support for CMMC’s
computing environment, including devices, networking hardware, and servers across the facility.
This role handles escalated incidents and service requests that exceed the scope of Level I support
and contributes to the planning, configuration, and troubleshooting of systems in collaboration with
internal teams.

Specialist II demonstrates consistent independence in executing support tasks, participating in
departmental projects, and serving as mentors to less experienced staff. Support II Specialist is
expected to apply a broad base of technical knowledge to troubleshoot hardware and software
issues, maintain system performance, and support end-user productivity.
Continued employment and raises in this position are dependent upon Central Montana
Medical Center's fiscal viability and: •
Actions and communications that contribute to a team concept and create a
positive environment for all customers •
Acceptable performance of essential and all job duties •
Acceptable attendance record •
Accountability for safety to self, patients, visitors and all customers, and care of
equipment and building •
Adherence to departmental and facility policies and procedures, education
requirements, compliance monitoring and reporting, and CMMC Code of
Conduct •
Accountability for the consequences of own actions •
Physical and emotional ability to perform essential functions •
Acceptable background investigation results if required for position
Minimum Education, Experience, Licensure, Certification required:
Associate’s degree in computer science or relevant certifications (A , Net , Security , Google
Certification), preferred

ESSENTIAL FUNCTIONS/DUTIES:
(Must be able to perform with or without accommodation)
1 • KNOWLEDGE OF:

• Operating systems and client/server environments (Windows, Mac, iOS, Android).
• LAN/WAN networking concepts, device imaging, and remote management tools.
• Healthcare IT systems and basic understanding of clinical workflows.
• ITIL principles and Service Management Platforms.

Specialist II

3 • ABILITY TO:

• Work independently and prioritize multiple tasks in a dynamic healthcare

• Provide clear technical guidance to Level I staff and end-users.
• Research, troubleshoot, and resolve issues efficiently, escalating only when necessary.
• Assist in planning and coordinating team efforts on departmental initiatives.

Knowledge, Skills, Abilities:
Strong understanding of computer systems, hardware and networking.
Excellent communication skills with ability to communicate technical information to non-technical
users.
Strong customer service skills.
Knowledge and understanding of Microsoft office products.
Ability to analyze and solve complex problems and provide guidance and instruction to users
clearly and concisely.

OCCUPATIONAL EPOSURE for this position:
Category I Direct contact with blood or other bodily fluid to which

universal precautions apply
Category II Activity performed without blood/bodily fluids exposure,

but exposure may occur in emergency Category III Task/activity does not ordinarily entail predictable

exposure to blood/bodily fluids
OTHER EPOSURE for this position:
Radiation
Noise

Other (Specify) Extended periods in front of PC
PHYSICAL DEMANDS:
(Essential functions strength rating for position - see Job Analysis)
Sedentary Exert up to 10# occasionally or negligible force frequently
Light Exert up to 20# occasionally, < 10# frequently or

negligible force constantly Medium Exert up to 50# occasionally, up to 25# or up to 10#

constantly
Heavy Exert up to 100# occasionally, up to 50# frequently or up

to 20# constantly
Very Heavy Exert > 100# occasionally, > 50# frequently or

> 20# constantly

Specialist II