The IT Systems Specialist I is the first point of contact for technology issues across all Clearway Pain locations. This role receives, documents, and resolves first-level service requests for end-user devices, accounts, applications, phones, and printers in a professional and timely manner, and escalates complex issues to an IT Systems Specialist II or vendors with complete documentation.
Essential Duties and Responsibilities:
- Serves as the first point of contact for help desk calls, tickets, chats, and walk-ups; logs every request in the ticketing system with accurate detail.
- Troubleshoots and resolves first-level issues with Windows and macOS workstations, laptops, tablets, mobile devices, printers, scanners, and peripherals.
- Performs account administration in Microsoft Entra ID and Microsoft 365: password resets, MFA registration, account unlocks, group membership, and license assignment per documented procedures.
- Supports Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
- Enrolls, provisions, and troubleshoots devices in Microsoft Intune; confirms devices are compliant before handoff to users.
- Provides basic end-user support for the EHR, phone system (Dialpad), and other business applications; escalates vendor-specific issues as needed.
- Executes new-hire onboarding and termination offboarding checklists in coordination with HR, including device setup, account creation, and access removal.
- Images, deploys, collects, and retires IT equipment; keeps the IT asset inventory accurate in the inventory system.
- Performs basic network troubleshooting at sites (connectivity, Wi-Fi, cabling, power cycling) and escalates outages to an IT Systems Specialist II.
- Escalates unresolved or complex issues to an IT Systems Specialist II or the appropriate vendor within defined timeframes, with complete troubleshooting notes.
- Follows HIPAA, privacy, and security policies when handling devices, accounts, and any system containing patient information.
- Contributes to and follows knowledge base articles and standard operating procedures.
- Communicates with users throughout an incident, including status updates, resolution confirmation, and notice of planned changes or outages.
- Travels to clinic locations for on-site support, equipment deployments, and site openings.
- Participates in after-hours on-call rotation and planned maintenance windows as scheduled.
- Checks work e-mail and the ticket queue regularly throughout the workday.
- Participates in and completes all required trainings and in-services.
- Performs other duties as assigned.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Education and/or Experience
High School Diploma or equivalent WITH one (1) year of IT support or help desk experience; OR an equivalent combination of education and/or experience.
Computer Skills:
- Working knowledge of Windows 10/11 and macOS.
- Proficiency with Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint, OneDrive).
- Familiarity with a ticketing system and remote support tools.
- Basic understanding of networking concepts (IP addressing, DNS, Wi-Fi).
Certificates, Licenses, Registrations:
None required. CompTIA A+ preferred.
Other Qualifications:
- Must have excellent written and oral communication skills, including exceptional customer service.
- Must be able to establish and maintain effective working relationships with doctors, clinical staff, other co-workers and the public.
- Must be able to work individually as well as within a team.
- Must be able to follow both verbal and written instructions.
- Must be able to work a flexible schedule, including after-hours on-call coverage.
- Must be able to respond with patience and understanding during stressful conditions related to patient health and emergent situations.
- Must be able to multi-task and prioritize.
- Must demonstrate extreme attention to detail.
- Must possess strong organization skills.
- Must be able to problem solve and use reasoning.
- Must be able to meet predefined quality standards.
- Must maintain and project a professional attitude and appearance at all times.
- Must be able to understand how IT relates to the business strategy and goals of key stakeholders within the organization.
- Must be able to diagnose and resolve basic technical issues.
- Must be able to understand various support tools and techniques, and how technology is used to provide IT services.
- Must have typing skills sufficient to ensure quick and accurate entry of service request details.
- All staff are expected to have a strong desire to provide excellent customer service; to comply with the rules and regulations of those organizations to which we are accountable; to have high ethical and professional standards of conduct; and to have an attitude of wanting to continuously improve their own professional performance.
Preferred Qualifications:
- Working knowledge of the healthcare field and medical specialty, as well as medical terminology.
- Associate's Degree or coursework in Information Technology or a related field.
- Experience supporting Microsoft 365, Entra ID, or Intune.
- Experience supporting an EHR or other clinical application.
Driving/Travel:
The employee must have reliable transportation and a valid driver's license. Travel for this position may be up to 50%. While the primary workplace may be closest to the employee's home, work assignments could be in any of the Company's locations.