Position Summary:

IS Specialist II is an experienced technical professional who provides advanced Tier 2 support and limited Tier 3 support for hardware, software, network, and clinical systems. In addition to resolving complex technical issues, the IS Specialist II serves as a technical resource and mentor to IS Specialist I staff, supports departmental projects, and contributes to system reliability, standardization, and continuous improvement. 

This role requires a higher degree of independent judgment, problem-solving, and technical expertise, as well as the ability to translate technical concepts for clinical and non-technical users in a healthcare environment. 

Essential Functions:

Technical Support & Operations 

• Diagnoses and resolves advanced Tier 2 and selected Tier 3 hardware, software, and network issues with minimal supervision. 

• Serves as an escalation point for complex or recurring issues from IS Specialist I staff. 

• Proactively identifies trends, root causes, and systemic issues based on Help Desk data and user feedback. 

• Supports endpoint management, operating systems, peripheral devices, printers, scanners, signature pads, and mobile devices. 

• Assists with basic server, virtual machine, and network troubleshooting under guidance of senior technical staff or IT Manager. 

Systems & Project Support 

• Assists the IT Manager with departmental and organization-wide projects, including system upgrades, hardware refreshes, and workflow improvements. 

• Participates in testing, deployment, and documentation of new technologies and system changes. 

• Supports EHR-related workflows and integrations (e.g., NextGen), including workstation configuration and issue resolution. 

• Contributes to standard operating procedures (SOPs), technical documentation, and knowledge base articles. 

Account, Security & Compliance Support 

• Creates, modifies, and manages user accounts and access as part of onboarding, role changes, and offboarding, following established policies. 

• Assists with endpoint security practices, patching, and basic security incident response under direction. 

• Ensures compliance with HIPAA, data security, and organizational policies in daily operations. 

Help Desk & Customer Service 

• Monitors and triages Help Desk tickets, prioritizing based on impact, urgency, and clinical operations. 

• Ensures accurate documentation, timely resolution, and appropriate escalation of tickets. 

• Provides professional, patient-centered customer service with clear communication and consistent follow-up. 

• Serves as a role model for customer service expectations within the IS team. 

Mentorship & Team Support 

• Provides guidance, technical assistance, and informal training to IS Specialist I staff. 

• Supports onboarding and cross-training of new IS team members. 

• Shares knowledge and best practices to promote consistency and team effectiveness. 

Inventory & Environment 

• Assists with technology inventory management, asset tracking, and lifecycle planning. 

• Maintains clean, organized, and secure work and storage areas. 

• Supports equipment moves, setups, and clinic/site technology changes as needed. 

Professional Development & Organizational Support 

Attends approved trainings, workshops, and certifications to remain current with emerging technologies.

• Participate in internal quality improvement teams.  Works with team members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals for the organization, federal and state laws and regulations, and accreditation standards.
• Complies with all state and federal laws and regulations, as they pertain to position including; HIPAA, sexual harassment, scope of practice, OSHA, etc. 
• Promotes and supports the mission, vision, and values of the health center. 
• Performs other duties as assigned. 

Skills and Abilities:

• Advanced troubleshooting and analytical problem-solving skills. 

• Strong understanding of desktop operating systems, peripherals, and networking fundamentals. 

• Working knowledge of healthcare IT environments and EHR systems. 

• Ability to work independently and make sound decisions within established guidelines. 

• Strong written and verbal communication skills, including documentation. 

• Ability to manage multiple priorities in a fast-paced clinical environment. 

• Demonstrated ability to mentor and support less experienced staff. 

• Professional demeanor, adaptability, and strong customer service orientation. 
• Planning and Organizing 
• Communication and Relationships 
• Teamwork and Collaboration 
• Initiative and Accountability 
• Customer Service 
• Safety and Security Awareness 
• Data Integrity and Confidentiality 
• Problem Solving and Continuous Improvement 

Minimum Qualifications:

• Minimum of 4 years of experience supporting computer hardware, software, and networking in a professional IT support role.
• Demonstrated experience handling advanced Tier 2 issues independently.

Preferred Qualifications:

• A.S. or B.S. degree in Information Technology, Computer Science, or related field.
• Industry certifications such as A , Network , Microsoft, or equivalent.
• Experience supporting NextGen or other healthcare EHR systems.
• Familiarity with endpoint management, security tools, and basic networking concepts.
• Knowledge of traditional, cultural, and spiritual practices of the diverse AI/AN community and ability to work with racially, culturally, ethnically, and financially diverse populations.

Salary : $34 - $36