About this role
Description
Overall Objective
The Information Systems Support Specialist – Tier I provides frontline technical support to clinical, administrative, and operational staff throughout Virginia Urology. The role diagnoses and resolves routine hardware, software, application, and connectivity issues; manages service requests; supports equipment deployment and maintenance; and escalates complex issues to maintain reliable technology services supporting business operations and patient care.
Principal Activities and Expected End Results
• Provide first-level support through approved telephone, email, ticketing, and in-person channels; deliver timely, professional assistance.
• Troubleshoot Windows, Microsoft 365, computers, printers, scanners, peripherals, software, and network connectivity; restore routine service.
• Install, configure, maintain, update, and replace workstations and equipment; support reliable end-user technology.
• Assist with account administration, password resets, multifactor authentication, and access requests under established procedures.
• Prioritize, document, track, and resolve tickets in the IT service management system; maintain complete records and user updates.
• Escalate complex or unresolved issues to senior personnel, clinical systems specialists, or vendors promptly.
• Support employee onboarding/offboarding, account provisioning, equipment preparation, recovery, and asset inventory.
• Provide basic EHR and clinical application support, including printing, scanning, and application connectivity; minimize disruption to patient care.
• Provide remote and on-site assistance across organizational locations and support routine deployments and maintenance.
• Follow HIPAA, confidentiality, information security, and organizational policies; promptly report potential incidents and outages.
• Maintain troubleshooting guides and knowledge base documentation; collaborate on departmental initiatives and perform related assigned duties.
• Perform other job-related duties as assigned.
Requirements
Minimum Knowledge, Skills, Abilities and Experience
• High school diploma or equivalent.
• Basic Windows, Microsoft 365, computer hardware, peripheral, troubleshooting, and networking knowledge.
• Ability to resolve routine issues using procedures, prioritize multiple requests, and document accurately.
• Strong customer service, written/verbal communication, organization, and attention to detail.
• Ability to work independently and collaboratively, learn new technology, and safeguard sensitive information.
• Logical troubleshooting, professional conduct under pressure, timely escalation, accountability, and adaptability.
Desirable Knowledge, Skills, Abilities and Experience
• Associate degree in IT, Computer Science, related field, or equivalent experience.
• One or more years in help desk, desktop support, or technical support.
• Active Directory, Microsoft Entra ID, Microsoft 365 administration, and ticketing system experience.
• Healthcare/medical practice IT, EHR, and clinical application familiarity.
• CompTIA A+ certification or equivalent technical training.
Prior Work Experience
Help desk technician, desktop support technician, IT support specialist, or other customer-facing technical support roles; healthcare IT experience is desirable but not required.
Physical Requirements
Regular computer and keyboard use; extended sitting; standing, walking, bending, and routine installation activities as needed. Ability to lift, carry, and transport computer equipment, monitors, printers, and related technology weighing up to 25 pounds independently and up to 50 pounds with appropriate mechanical assistance or assistance from another individual, as necessary. Travel between organizational locations as needed. Work in clinical and administrative settings while minimizing disruption to patient care.
Other Information
Exhibits strong initiative, personal accountability, and ability to independently identify and execute improvement opportunities.
Compensation based on experience ranges