Department: Administration / Information Technology
Reports To: IT & Security Manager
FLSA Status: Non-Exempt
Location: Main clinic with support for all clinic, ASC, and satellite locations
Effective: Updated 2026
The IT Support Specialist provides front-line and hands-on technical support for employees, providers, clinical teams, administrative staff, and satellite locations. This role supports the day-to-day reliability, security, and usability of the organization’s technology environment, including workstations, laptops, iPads, printers, phones, clinical systems, Microsoft 365, security tools, network access, door/alarm systems, and other business-critical platforms.
This position is responsible for responding to support tickets, troubleshooting hardware and software issues, assisting with onboarding and offboarding technology needs, supporting clinical and administrative workflows, maintaining accurate documentation, and escalating issues appropriately. The role requires strong technical troubleshooting skills, excellent communication, attention to security and HIPAA-related safeguards, and a service-oriented approach to supporting a busy healthcare environment.
The IT Support Specialist is expected to help keep staff productive, protect company systems and data, support technology changes, and provide reliable backup to the IT & Security Manager when needed.
- Serve as a primary point of contact for employees seeking technical assistance through the ticketing system, phone, email, Teams, or in-person support.
- Triage, prioritize, document, resolve, or escalate support requests in a timely and professional manner.
- Support staff with workstation, laptop, iPad, printer, scanner, phone, software, login, password, MFA, and access-related issues.
- Follow through on support requests to confirm resolution, document outcomes, and identify recurring issues.
- Reinforce use of the ticketing system and help staff understand how to submit complete and useful support requests.
- Provide on-site and remote support to Wausau and satellite locations as business needs require.
- Install, configure, troubleshoot, repair, replace, and maintain desktops, laptops, iPads, monitors, printers, scanners, phones, label printers, clinical workstations, and related peripherals.
- Assist with device imaging, setup, deployment, replacement, and lifecycle management.
- Maintain accurate records of assigned equipment, device locations, and hardware changes.
- Support workstation setups for new hires, position changes, office moves, temporary staff, and departing employees.
- Assist with hardware moves and technology setup for clinic expansions, office remodels, new locations, and department changes.
- Help identify aging, failing, unsupported, or security-sensitive equipment that may need replacement or removal from the network.
- Assist with Microsoft 365 user support, Teams, Outlook, email access, MFA, shared mailboxes, distribution groups, and email-related troubleshooting.
- Create, update, disable, and audit user access in accordance with company procedures.
- Support onboarding, offboarding, role changes, and access reviews.
- Help maintain appropriate security controls related to account access, password management, MFA, shared accounts, and least-privilege access.
- Assist users with Microsoft 365 productivity tools while reinforcing company standards for secure communication and appropriate use.
- Support users with core business and clinical applications, including EMR/practice management workflows, patient communication tools, phone/call center systems, scanning/importing workflows, and other operational systems.
- Troubleshoot application access, workflow, printing, scanning, document upload, and user configuration issues.
- Assist with software updates, upgrades, cloud transitions, testing, and rollout support.
- Coordinate with vendors when issues require escalation or specialized support.
- Document application-specific troubleshooting steps and repeatable fixes for future use.
- Support staff through planned system downtime, upgrades, and process changes.
- Troubleshoot basic LAN, WAN, Wi-Fi, VPN, internet, and connectivity issues.
- Assist with networked device setup, printer connectivity, clinical device connectivity, and vendor-supported equipment connections.
- Support connectivity needs across clinic and satellite locations.
- Escalate complex network, server, or infrastructure issues to the IT & Security Manager, vendors, or external partners as appropriate.
- Help monitor recurring performance issues and gather clear details to support root-cause analysis.
- Follow HIPAA, privacy, security, and company policies when handling systems, devices, user access, and patient-related information.
- Assist with MFA deployment, phishing awareness, password security, endpoint security, and cyber hygiene initiatives.
- Support device security, account security, access audits, and user training related to safe technology use.
- Help identify and report potential security risks, unauthorized access concerns, suspicious emails, lost equipment, or policy violations.
- Assist with compliance-related documentation, access forms, audits, risk assessments, and evidence gathering as requested.
- Promote secure handling of PHI and confidential company information across all technology workflows.
- Assist with phone system support, call routing, voicemail, call center tools, paging, and phone-related troubleshooting.
- Support door access systems, alarm-related technology, security cameras, environmental sensors, and other facility-connected technology as assigned.
- Coordinate with vendors such as phone, security, alarm, access control, copier/printer, and network partners.
- Help maintain accurate documentation for facility technology, access procedures, and escalation contacts.
- Assist with troubleshooting technology used across Wausau, satellite offices, and ASC locations.
- Write, update, and maintain technical documentation, user guides, troubleshooting steps, setup instructions, and support procedures.
- Help train staff on technology changes, ticket submission, security practices, MFA, Microsoft 365, phone tools, and system updates.
- Identify recurring support issues and recommend training, documentation, workflow changes, or technology improvements.
- Support continuous improvement efforts that reduce repeated support requests and improve staff productivity.
- Contribute to IT standards for device setup, naming, inventory, access, onboarding, and offboarding.
- Work with IT vendors, managed service providers, software vendors, hardware vendors, telecom providers, printer vendors, and security vendors as directed.
- Assist with technology planning and implementation for new offices, remodels, equipment rollouts, software changes, and clinical system transitions.
- Help gather requirements, test solutions, document findings, and support user adoption.
- Participate in technology projects as assigned by the IT & Security Manager.
- Provide backup coverage and operational support when the IT & Security Manager is unavailable.
- Strong troubleshooting skills for Windows workstations, laptops, iPads, printers, scanners, phones, peripherals, and common business applications.
- Working knowledge of Microsoft 365, Outlook, Teams, MFA, user accounts, email troubleshooting, and endpoint support.
- Familiarity with healthcare IT environments, HIPAA expectations, patient privacy, and clinical workflow sensitivity.
- Ability to support EMR/practice management users and learn application-specific workflows.
- Basic understanding of networking concepts, including Wi-Fi, switches, cabling, VPN, DNS, DHCP, and internet connectivity.
- Ability to troubleshoot printer, scanner, label printer, and document workflow issues.
- Strong customer service skills with the ability to remain calm, professional, and helpful under pressure.
- Ability to communicate clearly with technical and non-technical users.
- Ability to prioritize competing support requests in a busy clinical environment.
- Strong documentation habits and attention to detail.
- Ability to work independently while knowing when to escalate.
- Ability to protect confidential information and follow security procedures.
- Willingness to travel between clinic and satellite locations as needed.
- Ability to adapt to changing systems, workflows, vendors, and organizational priorities.
Experience with any of the following is preferred but not required:
- Microsoft 365 administration or support
- MFA and identity/access management
- Windows endpoint support
- iPad/iOS device support
- EMR, practice management, or healthcare software support
- Ticketing systems
- Phone/call center systems
- Printer/copier management
- Network troubleshooting
- VPN and remote access support
- Door access, alarm, camera, or facility security systems
- HIPAA/security awareness
- Vendor coordination
- Clinical device connectivity or imaging equipment support
Required:
- Associate degree in Information Technology, Computer Science, Cybersecurity, Networking, or related field; or
- Equivalent combination of education, certification, and practical IT support experience.
Preferred:
- One or more years of help desk, desktop support, field support, healthcare IT, or technical support experience.
- Experience supporting a Microsoft Windows and Microsoft 365 environment.
- Experience in a healthcare, clinic, ASC, or multi-site environment.
Helpful Certifications:
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Fundamentals or Microsoft endpoint-related certification
- CompTIA Security+
- ITIL Foundation or similar service desk/process certification
Certifications are preferred but not required.
Work is generally performed at the main clinic, with regular support for satellite locations and other company facilities as needed. The role may require travel between locations, occasional early morning or after-hours support for upgrades or outages, and periodic work outside normal business hours to support system maintenance, technology rollouts, or urgent operational needs.
The position requires the ability to sit, stand, walk, bend, climb stairs, work under desks or near equipment, and lift or move technology equipment. Occasional lifting of up to 30 pounds may be required. The role may involve working in clinical, administrative, ASC, server/network, and public-facing areas.
The successful IT Support Specialist will:
- Keep employees productive by resolving issues quickly and correctly.
- Communicate clearly and professionally with staff, providers, managers, vendors, and leadership.
- Use the ticketing system consistently and document work thoroughly.
- Protect company systems, patient information, and employee access.
- Ask good questions before making changes.
- Escalate issues appropriately and early.
- Look for root causes rather than repeatedly applying temporary fixes.
- Show strong ownership, follow-through, and reliability.
- Support the company’s growth, clinic expansions, and technology modernization.
- Represent IT as approachable, calm, capable, and trustworthy.
This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job duties as requested by leadership. Requirements are subject to change over time as technology, systems, security needs, clinical workflows, and company operations evolve. Reasonable accommodations will be made for qualified individuals with a disability.
