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.  

Qualifications: 

• Education: High school diploma or equivalent required. Associate degree or technical training preferred. 

• Experience: One year of customer service experience required; technical support experience and/or experience with electronic health record (EHR) preferred. 

• Skills: Microsoft Windows, Microsoft 365, troubleshooting, customer service, proactive mindset, critical thinking and problem-solving, communication (willingness to both teach and learn in a collaborative environment), training adult learners, documentation, and teamwork. 

• Language: English required; proficient knowledge of medical terminology preferred.  

Physical Demands: 

Must be able to lift, push, and carry up to 30 pounds unassisted. Must be capable of prolonged sitting, standing, walking, bending, crawling, climbing, squatting, twisting, and reaching. Requires manual dexterity and visual ability sufficient to operate information technology equipment and tools. Ability to travel between NOHN locations as needed. 

Work Environment: 

Fast-paced healthcare environment supporting multiple clinics and departments. Frequent interaction with clinical staff, providers, leadership, vendors, and external partners. Occasional work in equipment rooms, confined spaces, or areas requiring physical access to technology infrastructure. 

Benefits:  

Medical, Vision, and Dental coverage, 4% 401k Contribution, $50 a month HRA contribution to be used towards qualifying medical expenses, Paid Time Off (PTO) plus paid holidays.  

Equal Opportunity Employer:  

North Olympic Healthcare Network is an equal opportunity employer (EOE). All applicants will receive equal consideration for employment without regard to age, race, color, national origin or ancestry, ethnicity, family or marital status, sex, genetic information, disability, creed, religion, citizenship, socio-economic status, military or veteran status, or any other characteristic protected under applicable federal, state, or local law.