IT Systems Support Specialist

Surgery Partners; Altoona (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

A healthcare organization in Altoona, Wisconsin is seeking an IT Systems Support Specialist. The role focuses on providing IT support across clinical and administrative systems, ensuring compliance with healthcare regulations while managing user access, troubleshooting issues, and maintaining IT infrastructure. Ideal candidates possess strong troubleshooting skills, experience in clinical settings, and an associate’s degree in IT or a related field. Comprehensive benefits are included.

Benefits

Comprehensive health, dental, and vision insurance

Health Savings Account with employer contribution

401(k) retirement plan with 4% company match

Qualifications

• Eligibility for employment in the U.S.
• Experience in IT support required.
• Experience in a clinical or hospital setting preferred.

Responsibilities

• Provide frontline support for clinical and administrative healthcare applications.
• Monitor system performance and perform routine IT system maintenance.
• Train staff on system functionalities and best practices.

Skills

Troubleshooting

Interpersonal Communication

Healthcare IT Systems Understanding

Documentation Skills

User Training

Education

Associate’s degree in Information Technology or related field

Tools

Active Directory

Citrix

Imprivata

Job description

APPLICATION DEADLINE: 08/06/2025

Job Summary

The IT Systems Support Specialist is responsible for providing frontline support across clinical and administrative systems in a healthcare setting. The role includes supporting EHR/EMR platforms, managing user access, troubleshooting hardware/software issues, and maintaining IT infrastructure in compliance with healthcare regulations.

Hours:

- 40 Hours Per Week

-Monday through Friday

- 8:00AM - 4:30PM

Essential Job Functions

• Provide first- and second-level support for clinical and administrative healthcare applications
• Troubleshoot hardware, software, and network issues for end-users (e.g., nurses, physicians, administrative staff)
• Diagnose and resolve network, printer, and server problems
• Support EHR/EMR platforms such as Epic, Cerner, Meditech, and Expanse
• Monitor system performance and perform routine IT system maintenance
• Assist with software updates, patches, and backups for critical systems
• Manage user accounts, permissions, and access controls in compliance with HIPAA
• Train staff on system functionalities, security protocols, and best practices
• Develop and maintain user guides and technical documentation
• Communicate effectively with technical and non-technical staff regarding IT issues and resolutions
• Educate staff on new software features, system updates, and downtime procedures
• Deliver individualized and group training during onboarding or rollouts
• Coordinate with departments and vendors for system rollouts, upgrades, and hardware relocations
• Participate in technology implementation, testing, and integration efforts
• Support organization IT projects, such as new unit openings or workflow changes
• Ensure compliance with HIPAA and healthcare IT security standards
• Respond to and assist in mitigation of IT security incidents
• Monitor and report irregularities in system access logs
• Enforce password policies and patching protocols
• Log, track, and resolve tickets through the service desk system
• Triage and prioritize issues based on urgency and impact, escalating as needed
• Provide frontline support for critical systems (e.g., PACS, LIS, radiology, pharmacy)
  Assist clinicians with login, device connectivity, and system navigation
• Maintain and troubleshoot onsite IT hardware including WOWs, printers, badge readers, and barcode scanners
• Coordinate resolution of issues involving integrated clinical and patient care equipment
• Respond rapidly to IT problems in high-priority areas such as OR and conference rooms
• Document incident resolutions and maintain the IT knowledgebase
• Generate and review reports on recurring issues and department-specific trends
• Monitor server and network alerts to ensure uptime and performance
• Conduct regular maintenance on servers, VMs, and storage systems
• Troubleshoot issues involving Windows/Linux environments
• Manage user access through Active Directory and related systems
• Create, modify, and disable user accounts, profiles, and login scripts
• Support onboarding and offboarding processes by managing systems access
• Use the organization's secure messaging platform in accordance with departmental protocols, including timely receipt and responses to communications
• Perform other duties as assigned

Knowledge, Skills, and Abilities

• Working understanding of healthcare IT systems, clinical workflows, and EHR/EMR platforms (e.g., Epic, Cerner, Meditech, PACS)
• Familiarity with HIPAA, data privacy, and IT security regulations within healthcare environments
• Familiarity with Citrix and Imprivata
• Proficiency with Windows OS, standard office software, and basic networking principles
• Knowledge of system administration tools such as Active Directory, ticketing platforms, and remote support systems
• Exposure to or experience with clinical application support and healthcare-specific software is preferred
• Strong troubleshooting skills for resolving hardware, software, and connectivity issues across clinical and administrative systems
• Ability to clearly document technical procedures, known issues, and user-facing guides
• Effective interpersonal and communication skills, especially when working with non-technical healthcare staff
• Capable of training users, supporting software rollouts, and managing access controls
• Highly organized and consistent in following technical documentation and established procedures
• Learn and adapt quickly within a dynamic clinical setting
• Work independently to manage daily support activities and escalate complex issues appropriately
• Prioritize and resolve multiple support requests in a fast-paced environment
• Collaborate effectively with cross-functional teams, vendors, and project stakeholders during system upgrades and technology deployments
• Deliver courteous, efficient, and professional IT support with a focus on service excellence
• Effective English communication in verbal and written form
• Carry out organization customer service standards
• Successfully demonstrate organization-wide performance review competencies

Qualifications:

• Demonstrates eligibility for employment in the U.S.
• Associate’s degree in Information Technology, Computer Science, Healthcare Informatics, or a related field required.
• Experience in IT support required
• Experience in a clinical or hospital setting preferred
• Experience with Thin Clients preferred
• Must possess a cell phone that interfaces with the organization’s secure messaging system

Benefits:

• Comprehensive health, dental, and vision insurance
• Health Savings Account with an employer contribution
• Company paid life insurance
• Free meals
• PTO
• 401(k) retirement plan with 4% company match
• Tuition reimbursement
• Wellness reimbursement

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.