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IT LIS Application Support Specialist

Summit Pathology Laboratories, Inc.

Loveland, CO

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Analysis Skills, Automation Systems, Clinical Information Systems, Communication Skills, Computer Programming, Computer Workstations, Copying Machines, Customer Support/Service, Database Technology, Desktop PC, Diversity, Electricity, Electronic Medical Records, Employee Orientation, Fax Machines, Healthcare Software, Help Desk, Identify Issues, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Internet Application, Laboratory Equipment, Laboratory Systems, Laptop PC, Mentoring, On Call, On Site Support, Pathology, Patient Confidentiality, Performance Management, Physical Demands, Presentation/Verbal Skills, Printers, Privacy Controls, Problem Solving Skills, Resolve Customer Issues, Risk, Root Cause Analysis, Software Administration, Structured Data, Systems Administration/Management, Team Player, Technical Support, Testing, Time Management, Training/Teaching, User Account Administration, User Interface/Experience (UI/UX), Vendor/Supplier Management, VoIP (Voice over IP), Work From Home, Workplace Issues, Writing Skills
LOCATION
Loveland, CO
POSTED
2 days ago
Title:                                 IT LIS Application Support Specialist
Supervisor:           Director of IT

Job Summary
The LIS Application Support Specialist is responsible for serving as the primary liaison between Summit Pathology end users and the Laboratory Information System vendor and development teams. This role is not a development or programming position. The focus is on practical application support, end-user problem solving, logical troubleshooting of application behavior, and clear communication between clinical staff and technical teams. This individual must be able to understand how an application functions at the workflow level, identify the root cause of a support issue without relying on development skills, identify potential solutions, implement solutions within the application front-end, or translate that issue accurately to vendor support or developers, and see it through to resolution. Strong analytical thinking, business workflow comprehension, and communication skills are more important than technical depth in this role.
Compensation for this role is $60,000 to $70,000 annually as an EXEMPT employee. 

Duties and Responsibilities
  • Act as the primary application support contact for end users within the LIS environment
    • Troubleshoot application behavior, workflow logic, macros, and automated rules at the user and configuration level
    • Translate clinical and business workflows into application configurations, documented support requests, or workflow recommendations
    • Build, maintain, and troubleshoot user-facing macros and automated workflows within the LIS application
    • Submit, track, and manage vendor support tickets on behalf of end users through their full lifecycle
    • Communicate ticket status, resolution progress, and recurring issues back to end users and the IT LIS Administrator
    • Monitor and work LIS-specific help desk tickets from intake to resolution
    • Provide weekly summary of LIS ticket status to the IT LIS Administrator and Director of IT
    • Assist with LIS application user account creation, permissions, and access management
    • Support LIS-specific onboarding and training for new hires and existing staff
    • Document application workflows, configurations, and support procedures
    • Identify recurring issues or workflow gaps and communicate findings to the IT LIS Administrator
    • Coordinate with the Director of IT and IT LIS Administrator for platform-level issues, configuration changes, or vendor escalations
    • Coordinate with the IT Support Specialist for device or connectivity issues impacting LIS access
  • Provide technical support for End users and all IT products
    • Review, respond to, and manage help desk tickets in a timely manner
    • Laptops, desktops, VoIP phones, copiers, printers, fax machines
    • Configure and deploy new devices
    • Coordinate and maintain updates and upgrades for workstation operating systems and software products
    • Provide training and assistance to users as needed
    • Create, maintain, and manage user login accounts and access permissions
    • Administer new hire orientation and technology training
  • Coordinate with the Director of IT and other IT support staff when issues require additional analysis or escalation
  • Contribute to departmental goals by accomplishing related duties as required
  • Assist with coverage when other IT staff are out of the office
  • Participate in after-hours on-call support on a rotating schedule
  • Ability to work remotely, with availability for on-site support within one hour when required by support needs
  • Provide support to other IT staff as needed
  • Other job duties as assigned

Core Behaviors
At Summit Pathology customer service and can-do attitude are what we want to see from our teams. We expect team members to:
  • Collaborate and contribute to teamwork
  • Be responsive to change
  • Foster diversity and inclusion, respect others
  • Encourage open communication and cooperation
  • Foster continuous performance improvement
  • Mentor and teach when you can
Conduct yourself in a professional manner as outlined in the Code of Conduct and pursuant to policies and procedures as stated in the Summit Pathology handbook.

Qualifications
  • Associate’s degree or higher, or an equivalent combination of education and experience
  • 4+ years of experience supporting enterprise or web-based software applications in a professional environment
  • Experience supporting healthcare or laboratory software such as a Laboratory Information System (LIS) or Electronic Medical Record (EMR) is strongly preferred; candidates with this background will be given preference in the hiring process
  • Demonstrated ability to troubleshoot application behavior logically, including understanding how application logic, rules, and configurations drive system behavior without reliance on development or programming skills
  • Ability to understand, document, and translate business and clinical workflows into application-level configurations, workflows, or support requests
  • Experience building or supporting macros, automated workflows, or rule-based automation within a software application (not custom development)
  • Strong written and verbal communication skills, with the ability to accurately translate end-user problems into clear descriptions for vendor support teams or developers
  • Experience managing support tickets through a full lifecycle, from intake to resolution
  • Familiarity with database concepts and structured data at a conceptual level
  • Ability to learn and navigate new software applications independently
  • Ability to maintain necessary levels of confidentiality to protect patient privacy

Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Constant standing, walking, sitting, hand use, vision, hearing and noise, as well as stooping/bending, reaching, kneeling, squatting, and climbing stairs
  • Exertion of 20-50 lbs. of force occasionally, and/or 10-25 lbs. of force frequently, and/or greater than negligible up to 10 lbs. of force constantly to move objects
  • Perform work within a laboratory and near electrical instruments, computers, and other laboratory equipment and chemicals

Hazard Exposure Levels
This position contains the following exposure level:
  • Level I = Minimal health or physical health risk from chemicals or exposure.
  • All employees must adhere to Summit Pathology’s PPE policies and procedures when appropriate

Other Duties
This job description is not an employment contract, nor is it intended to show every detail of the duties and requirements of the job.  The job description is intended to provide a listing of primary responsibilities and tasks.  The job description may be augmented by performance expectations and additional duties, which may be assigned either in writing or verbally at any time by management.
 

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About the Company

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Summit Pathology Laboratories, Inc.