The Healthcare IT Specialist is an operationally capable technology resource responsible for direct end-user support, hands-on hardware deployment and lifecycle execution, access and lifecycle controls, day-to-day support of clinical and operational systems including ReferralMD and Provation iPro, user training, documentation, and reliable hands-on technology execution across OFFOR Health’s distributed footprint.
This is a hybrid role based in the Columbus, OH metro area with regular onsite presence at OFFOR Health’s Worthington, OH headquarters. The Specialist owns hands-on hardware deployment for the company, including imaging, configuring, and shipping laptops to corporate associates and provisioning iPads with appropriate MDM, clinical applications, and configuration for delivery to clinicians supporting field operations.
This role is designed for an experienced specialist with healthcare operational context, strong troubleshooting skills, and the judgment to handle moderately complex issues independently while escalating matters that exceed scope to the Clinical Systems Analyst or Senior Manager, IT Operations. The Healthcare IT Specialist executes routine configuration tasks within established procedures, contributes to workflow troubleshooting and user training, and serves as a dependable, healthcare-context-fluent first point of contact for IT-related needs. Product-owner-level configuration ownership, vendor relationship strategy, and platform stewardship for ReferralMD and Provation iPro sit with the Clinical
Systems Analyst. This role contributes to those outcomes through reliable execution and informed support and receives ongoing technical coaching from the Analyst.
Hardware Deployment and Endpoint Lifecycle-
Own day-to-day hands-on hardware deployment operations from the Worthington HQ staging area, including laptop imaging, configuration, asset tagging, and shipping to corporate associates across the multi-state footprint.
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Provision iPads for clinical use, including MDM enrollment, clinical application setup (e.g., ReferralMD, Provation iPro, and other assigned clinical platforms), security configuration, and preparation for delivery to care team clinicians.
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Coordinate device handoff to clinicians, including device readiness verification, basic orientation, and documentation of asset assignment.
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Execute device returns, secure wipe, retirement, redeployment, and disposition for offboarded associates and end-of-life equipment.
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Maintain accurate physical and system inventory records of laptops, iPads,peripherals, and other endpoint assets, including assignment status, location, and lifecycle stage.
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Receive, stage, and prepare hardware shipments at the Worthington HQ; manage onsite hardware staging area discipline, organization, and security.
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Coordinate with hardware vendors and managed service providers for procurement, repair, replacement, and warranty issues.
End-User Support and Issue Resolution-
Serve as the primary day-to-day point of contact for IT support requests submitted by clinical, operational, and administrative associates.
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Resolve common to moderately complex issues independently, including account access, application sign-in, system navigation, hardware/peripheral troubleshooting, connectivity issues, and standard application support.
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Apply judgment to triage incoming requests, prioritize urgent and business critical issues, and identify when an issue requires escalation to the Clinical Systems Analyst, Senior Manager, IT Operations, or external vendors.
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Receive, document, categorize, and manage support tickets through resolution, including clear status communication to users and consistent closure documentation.
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Maintain a personal queue with discipline around response times, prioritization, and follow-through.
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Provide onsite hands-on support for HQ-based associates as needed, including hardware troubleshooting, peripheral support, and meeting room or shared-space technology support.
Clinical and Operational Systems Support-
Provide hands-on support for ReferralMD, Provation iPro, and other assigned clinical and operational platforms, working under the technical guidance of the Clinical Systems Analyst.
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Execute routine, procedure-based configuration tasks within these platforms, such as user setup, basic template adjustments, and standard workflow corrections.
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Support workflow troubleshooting where root causes are within established frontline scope, and capture issue context clearly for handoff when escalation is needed.
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Coordinate directly with vendor support on routine support tickets, while contract-level, configuration strategy, and platform stewardship discussions remain with the Clinical Systems Analyst.
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Reinforce documented workflows and standard system use across supported teams.
Account, Access, and Lifecycle Execution-
Execute account provisioning, access changes, and deprovisioning across systems per documented checklists and within defined timeframes.
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Own the operational execution of new associate technology onboarding, including account setup, system access provisioning, hardware preparation and shipment, and orientation to IT support processes.
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Execute offboarding tasks including account deactivation, access removal, equipment recovery coordination, secure wipe, and documentation closure.
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Maintain accurate, current records of access requests, changes, and lifecycle completions.
User Training and Adoption Support-
Deliver routine user training on clinical system workflows, business application usage, hardware use, and standard IT processes.
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Develop and maintain tip sheets, FAQ entries, quick reference guides, and onboarding orientation materials.
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Support new associate orientation to clinical and operational systems through structured walk-throughs and follow-up support.
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Provide hands-on iPad and laptop orientation for clinicians as part of the device handoff process.
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Reinforce standard workflows and appropriate system use across supported teams to support adoption and consistency.
Documentation and Knowledge Capture-
Maintain accurate, structured documentation of tickets, resolutions, recurring issues, runbooks, hardware procedures, and user guidance materials.
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Surface recurring issue patterns to the Clinical Systems Analyst and Senior Manager, IT Operations to support root cause analysis and process improvement.
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Contribute to the team’s knowledge base, support playbooks, and documented operating procedures.
Healthcare Context and Compliance-
Maintain HIPAA-aware, role-appropriate handling of systems, user access, devices, and protected information in all support and deployment activities.
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Apply healthcare workflow context to support decisions, including recognition of clinically sensitive issues and appropriate prioritization.
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Support compliance documentation related to access controls, system use, device assignment, and incident handling.
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Follow company standards related to system access, documentation, issue handling, hardware lifecycle, and escalation.
Cross-Functional Coordination-
Communicate clearly and professionally with end users at all levels, including clinical, operational, and corporate associates.
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Translate technical concepts into accessible language for non-technical users.
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Partner with the Clinical Systems Analyst on complex issues, configuration support, and shared support priorities.
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Partner with the Senior Manager, IT Operations on hardware operations planning, onboarding/offboarding cadence, and HQ-based IT operations execution.
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Coordinate with external vendors and managed service providers on routine support items, hardware procurement, and device service.
Education and Experience-
Associate’s degree in information technology, healthcare administration, business, or related field preferred; high school diploma or equivalent with relevant certifications and experience considered.
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3+ years of experience in IT support, healthcare IT, help desk, healthcare operations support, or comparable role.
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Hands-on experience with hardware deployment, imaging, MDM-managed device fleets (iPads/iPhones or similar), and endpoint lifecycle management strongly preferred.
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Experience supporting healthcare, clinical, revenue cycle, scheduling, or operational systems strongly preferred.
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Experience with EHR, referral management, care coordination, documentation, or workflow-based healthcare platforms preferred.
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Experience supporting end users in a remote or distributed environment required.
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Industry-recognized certifications (e.g., CompTIA A+, Apple Certified Support Professional, HDI Support Center Analyst, CAHIMS) beneficial.
Technical and Functional Skills-
Strong working knowledge of Microsoft 365, including Outlook, Word, and Excel.
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Strong familiarity with support ticketing tools, ticket lifecycle discipline, and SLA-style support practices.
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Hands-on capability with laptop imaging, deployment tooling, and standard endpoint configuration practices.
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Hands-on capability with iPad provisioning, MDM enrollment, application deployment, and device security configuration.
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Comfort executing routine system configuration tasks within documented procedures, including user setup and basic template or workflow adjustments.
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Working knowledge of user account support, access provisioning, role-based access, and deprovisioning controls.
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Working knowledge of HIPAA-relevant practices for systems, access, devices, and information handling.
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Hardware troubleshooting capabilities for end-user devices, peripherals, mobile devices, and connectivity.
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Demonstrated ability to learn and operate within complex healthcare platforms with structured onboarding.
Soft Skills and Work Style-
Strong customer service orientation and professional judgment.
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Ability to operate independently within scope, exercising sound judgment on when to resolve directly and when to escalate.
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Clear written and verbal communication skills, including the ability to translate technical concepts for non-technical clinical and operational users.
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Strong organizational skills, attention to detail, and follow-through, particularly for hardware lifecycle and asset tracking discipline.
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Ability to manage multiple requests and priorities in a responsive, service-oriented manner.
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Ability to balance hybrid working pattern effectively, with reliable onsite presence at HQ for hardware operations and disciplined remote execution for support work.
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Healthcare context awareness and willingness to develop deeper clinical workflow fluency over time.
Key Areas of Accountability-
Hardware deployment, imaging, provisioning, and lifecycle execution for laptops and iPads
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Hardware staging discipline and physical inventory accuracy at the Worthington HQ
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End-user support responsiveness, resolution quality, and ticket discipline
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Account, access, onboarding, and offboarding execution
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Hands-on support for ReferralMD, Provation iPro, and standard business applications
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Routine system configuration execution within established procedures
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User training delivery, including device orientation for clinicians
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Documentation and knowledge capture
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Healthcare-context-aware, HIPAA-aligned support practices
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Appropriate, well-contextualized escalation to the Clinical Systems Analyst and Senior Manager
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Other duties as assigned
Physical and Other Requirements-
Ability to maintain a hybrid working pattern with regular onsite presence at the Worthington, OH headquarters for hardware operations and team coordination, and effective remote execution for support work.
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Ability to lift, carry, and handle hardware shipments, equipment boxes, and packaged devices weighing up to 50 lbs.
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Manual dexterity and fine motor coordination for hardware setup, cable management, peripheral connection, and device configuration tasks.
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Ability to stand, sit, kneel, and reach for extended periods during hardware staging and deployment activities.
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Ability to maintain a reliable internet connection and suitable workspace for remote portions of the role.
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Ability to remain responsive and organized in a fast-paced healthcare services environment.
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Occasional travel may be required for training, team meetings, or business needs beyond the Columbus metro area.
Network Requirements
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High-speed internet with a minimum download speed of 25 Mbps and a minimum upload speed of 5 Mbps.
OFFOR Health Benefits
OFFOR Health currently offers full competitive employee benefits including medical, dental and vision insurance, LTD, STD and Group Life insurance, 401(k) retirement plan, flexible time off and paid holidays.
OFFOR Health does not discriminate on the basis of actual or perceived race, religion, color, national origin, ancestry, disability, medical condition, marital status, sex, age, sexual orientation, gender identity or expression, family responsibility, personal appearance, genetic information, matriculation, political affiliation, or any other status protected under law.
