What are the responsibilities and job description for the Enterprise Support Specialist position at Washington County Mental Health Services Inc?
The Enterprise Support Specialist provides responsive, user-focused IT support across the agency, with a primary emphasis on the EMR system and Microsoft applications. Reporting to the Director of IT, this role manages helpdesk requests, troubleshoots hardware, software, and connectivity issues, and supports end users through hands-on assistance, training, and clear communication. The Specialist also maintains user access, ensures data accuracy within the EMR, and contributes to documentation, system improvements, and future technology planning.
Duties and Responsibilities
- Manage helpdesk ticket queues related to EMR and IT issues, ensuring timely resolution and follow-up.
- Provide software, hardware, network, computer, printer, and phone support to agency end users via phone, video, and in-person assistance.
- Perform data entry and data validation within the Electronic Medical Records (EMR) system.
- Create and maintain technical documentation for internal IT staff and end users.
- Manage user access, including creating, modifying, and maintaining user accounts and permissions.
- Train users in startup, basic, and advanced use of software applications, including EMR systems and Microsoft Office.
- Assist with the evaluation, testing, and implementation of software and support planning for future technology needs.
Education & Experience
- Associate degree in computer science OR college-level coursework including at least 15 computer science credits and one year of IT support experience, OR an equivalent combination of education and experience.
Knowledge and Competencies
- Ability to work independently and manage multiple priorities effectively
- Strong organizational and time management skills
- Strong customer service orientation with a commitment to supporting end users in a responsive and professional manner
- Effective verbal and written communication skills, with the ability to translate technical information for non-technical audiences
- Demonstrated ability to train users on basic through advanced software functionality
- Experience using helpdesk ticketing systems such as Deskpro or equivalent
- Strong analytical and problem-solving skills, including the ability to assess issues and develop practical solutions
- Proficiency in Microsoft Office applications (Office 365 preferred) and Windows 10
- Working knowledge of enterprise and clinical systems, including Electronic Medical Records (EMR) platforms
- General understanding of internet connectivity, phone systems, network infrastructure, and office technology equipment
- Familiarity with virtualization, networking, and collaboration tools such as VMWare, Cisco equipment, Teams, Zoom, SharePoint, and Basecamp
Work Environment
- Primarily office-based work with occasional travel to satellite sites; valid driver’s license and reliable, insured vehicle required
- Regular use of computers and electronic equipment, with potential for eye strain and repetitive motion
- Ability to sit, stand, and walk for extended periods
- Ability to lift and move equipment weighing approximately 10–50 pounds
- Requires manual dexterity for typing, operating equipment, and handling technical materials