What are the responsibilities and job description for the Information Technology Support Specialist position at Mile High Psychiatry?
Mile High Psychiatry's IT Support Specialist provides technical support to our clinical and administrative staff, ensuring employees have the technology and systems needed to deliver excellent patient care. This role maintains and improves our IT infrastructure through helpdesk support, equipment management, and vendor coordination. The position requires strong troubleshooting skills, on-site presence for immediate support, and the ability to manage multiple technical issues simultaneously.
Primary Responsibilities:
IT Helpdesk & Technical Support
- Provide remote and on-site technical support to staff, troubleshooting hardware, software, and network issues
- Manage IT helpdesk tickets, prioritizing and resolving requests in a timely manner
- Coordinate with third-party vendors and support teams to resolve complex technical issues
- Maintain and troubleshoot company software systems (AthenaHealth EHR, Google Workspace Suite, RingCentral phone and communications, Phreesia digital patient check in, Nabla Transcription, Webroot, Nord VPN and more)
- Perform diagnostics to assess functionality and efficiency of systems
- Create and maintain user accounts, permissions, and access controls
- Install, configure, and update company software and hardware
- Document support activities, solutions, and system changes
- Implement and monitor security measures and compliance requirements
Equipment & Infrastructure Management
- Manage company equipment inventory and conduct quarterly audits (Currently setup through SnipeIT)
- Procure and deploy hardware for new hires and equipment replacements
- Maintain and develop standard operating procedures and troubleshooting guides
- Set up workstations for on-site and remote staff
- Assist with employee onboarding (hardware setup, software tools) and offboarding (equipment retrieval, access removal)
- Setup and maintain network equipment and firewalls (Use combination of Comcast Business and Merakai)
- Configure and troubleshoot multi-factor authentication (MFA) for security compliance
- Utilize remote desktop tools for efficient troubleshooting and support
- Schedule system upgrades and maintenance with minimal disruption to operations
- Anticipate and budget for equipment replacement and upgrade needs
- Maintain records of repairs, maintenance schedules, and IT asset inventory
- Implement and monitor backup and disaster recovery procedures
- Manage IT asset lifecycle from procurement through disposal
- Provide quarterly IT metrics and reports to leadership
Patient Technical Support Escalations
- Assist patients with technical issues escalated from Patient Access Coordinators
- Troubleshoot patient portal access, scheduling system issues, and communication platform problems
- Maintain professional, compassionate communication when resolving patient technical concerns
Required Skills & Qualifications:
- 1-3 years experience in IT support, helpdesk, or related technical role
- Strong knowledge of Windows and Mac operating systems
- Experience troubleshooting hardware, software, and network connectivity issues
- Excellent problem-solving and critical thinking abilities
- Strong communication skills with technical and non-technical users
- Ability to work independently while maintaining collaborative communication with staff
- Customer service orientation with patience and professionalism
- Strong organizational and time management skills
- Experience with ticketing systems and IT documentation
- Comfortable navigating multiple platforms and systems simultaneously
Preferred Qualifications:
- CompTIA A certification
- CompTIA Network or Security certification
- Experience with healthcare IT systems (EHR, practice management software)
- Knowledge of HIPAA compliance and data security best practices
- Familiarity with Active Directory and user management systems
Work Environment:
- Full-time, in-office position at our Aurora, CO location
- Standard business hours: Monday-Friday, 8:00 AM - 5:00 PM
- Ability to lift/move equipment up to 50 lbs
- On-site presence required for immediate staff hardware support and equipment management