IS Support Specialist

Job Title: IS Support Specialist

Department: Information Services

Reports To: Information Services Manager

FLSA Status: Non-Exempt

Summary:

The Information Services (IS) Support Specialist provides frontline technical support to staff by receiving, triaging, documenting, and resolving service requests and incidents for all technology concerns. The position serves as a primary point of contact for Information Services support, delivers Tier 1 support for end-user hardware, software, and Epic applications, supports onboarding activities, and helps ensure reliable technology services across NOHN.

Essential Duties and Responsibilities:

End User Support & Customer Service

• Serve as the first point of contact for staff seeking technical assistance through phone, email, ticketing systems, and in-person support.

• Provide Tier I technical support for hardware, software, Microsoft 365 applications, Epic-related incidents and requests, printers, mobile devices, and connectivity issues.

• Communicate clearly with users regarding ticket status, resolution timelines, workflow changes, and system enhancements.

• Act as a liaison between end users and Information Services and Clinical Informatics teams to translate clinical and operational needs into effective technology and application solutions.

• Travel between NOHN locations to provide onsite support as needed.

Systems & Operational Support – Clinical Informatics

• Resolve Tier 1 Epic support requests through troubleshooting, research, workflow review, and end-user retraining.

• Coordinate timely resolution of Tier 2 and higher Epic support requests with NOHN Clinical Informatics team, Providence support resources and other application support teams, as appropriate.

• Serve as a liaison between staff and Providence support to facilitate effective communication and issue resolution.

Systems & Operational Support – Information Services

• Dispatch to multiple organizational sites to provide onsite technical support, equipment setup, and issue resolution as required.

• Perform Tier 1 system administration tasks such as password resets, Microsoft 365 troubleshooting, printer support, and basic workstation configuration.

• Monitor and support endpoint health and performance to ensure system reliability, security, and uptime.

• Communicate effectively with end users and other Information Services team members regarding ticket status, system issues, and ongoing work.

• Configure, deploy, and maintain end-user devices, including desktops, laptops, mobile devices, and peripherals.

• Support new hire onboarding by preparing equipment, provisioning access, and delivering basic technology orientation.

• Contribute to documentation, knowledge sharing, and continuous improvement of support processes and systems.

• Collaborate with other Information Services team members and third-party vendors to troubleshoot and resolve technical issues.

• Develop and maintain technical documents and staff training materials related to common Epic support requests, workflow issues, upgrade changes, optimization opportunities, and end-user errors.

• Adhere to all organizational policies, procedures, and compliance requirements, including HIPAA and information security standards.

• Perform additional duties as assigned.