IS Support Technician

Description

JOB SUMMARY:

The IS Support Technician provides frontline technical support for clinical, administrative, and operational staff within a healthcare environment. This role is responsible for troubleshooting hardware, software, network, and application issues to ensure uninterrupted access to clinical systems, electronic health records (EHR), and business applications. The IS Support Team Member plays a critical role in supporting patient care, regulatory compliance, data security, and operational efficiency.

Distinguishing Characteristics

This position is distinguished by its direct support of healthcare operations and clinical workflows, requiring knowledge of healthcare information systems, HIPAA compliance, and sensitivity to patient care environments. The role requires responsiveness, discretion, and the ability to support time-sensitive clinical systems while maintaining data security and compliance with healthcare regulations.

Essential Job Duties & Responsibilities

The following are exemplary essential job duties and responsibilities and are not intended to represent an all-inclusive listing of related essential functions of the position.

• Provide first- and second-level technical support to end users for hardware, software, applications, and network connectivity issues.
• Support healthcare-specific systems, including Electronic Health Records (EHR), practice management systems, imaging systems, and clinical applications.
• Respond to service desk tickets, troubleshooting issues promptly and documenting resolutions in accordance with IS policies and procedures.
• Install, configure, maintain, and support desktops, laptops, mobile devices, printers, and other peripheral equipment.
• Assist with onboarding and offboarding of employees, including system access, equipment setup, and user account management.
• Support cybersecurity and HIPAA compliance efforts by following access controls, password protocols, and data protection standards.
• Escalate complex or unresolved technical issues to higher-level IS staff or vendors as appropriate.
• Participate in system upgrades, patching, testing, and scheduled maintenance activities.
• Provide basic training and guidance to users on system functionality, best practices, and security awareness.
• Support multiple healthcare sites and departments as needed, including occasional travel between locations.
• Maintain professionalism and confidentiality when handling patient and employee information
  
  

Other Work As Required/Requested

May be assigned special project or other assignments and work tasks that are generally within the scope and level of the position, and relative to the need for flexible Company operations.

Requirements

MINIMUM & PREFERRED QUALIFICATIONS:

Education/Training

Minimum: High School diploma or equivalent.

Preferred: Associate’s or Bachelor’s degree in information technology, computer science, or related field.

Experience

Minimum: at least one year of experience in IT support, help desk, or technical support role.

Preferred: Prior experience supporting healthcare environments, medical offices, or clinic systems. Experience with EHR systems, healthcare applications, or medical devices.

Any combination of educational and work experience that would be equivalent to the stated minimum requirements would qualify for consideration of this position.

Certification(s)

CompTIA A . Network , Microsoft or similar

Skills, Knowledge & Abilities

• Knowledge of IT support principles, troubleshooting methodologies, and customer service best practices.
• Familiarity with healthcare technology workflows and sensitivity to clinical operations.
• Ability to prioritize and respond effectively in fast-paced, time-sensitive environments.
• Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
• Understanding of HIPAA, data privacy, and information security standards.
• Ability to document issues, solutions, and procedures clearly and accurately.
• Strong problem-solving, organizational, and time-management skills.
• Ability to work independently and collaboratively as part of an IS team.
  
  

Physical, Mental & Environmental Requirements

The physical demands described here are represented by those that must be met by an employee to successfully perform the essential functions of this job. The duties of the position may require the employee to sit, stand, and walk for extended periods. Frequent use of hands for typing, handling equipment, and operating tools. Occasional bending, kneeling, or reaching to install or troubleshoot equipment. Adequate vision, hearing, and speech to perform job duties and communicate effectively.