Systems Support Specialist

The Systems Support Specialist is responsible for a solid knowledge and understanding of Italian Home for Children’s various systems and can confidently provide help desk support to employees for these systems. The systems include, but are not limited to, electronic health records, cloud-based file server and accounting software. The Systems Support Specialist will provide technical support to departments agency wide, inclusive of hardware configuration and setup. The successful candidate will be proactive, detail oriented, self-motivated, and able to handle multiple tasks simultaneously. Problem-solving skills and critical thinking are key components to success within this role.

The intent of this job description is to provide a representative summary of duties and responsibilities that will be required of positions given this title, but additional responsibilities may be required. Employees are expected to perform job-related tasks other than those specifically presented in this description.

Systems & Information Technology

• Interacts with employees throughout the agency, distributing hardware and responding to support requests in a timely manner.
• Assists in billing code set ups and compliance by coordinating between EHR (Electronic Health Records) vendor and third-party biller.
• Supports the launching of new programs and services by initiating the addition of such services to existing systems.
• Prepares and maintains a variety of written documents (user manuals/guides)
• Establishes and maintains positive working relationships with a variety of program staff and vendors to ensure system needs are met
• Interacts with staff with limited computer knowledge and provide virtual and in person trainings/tutorials as needed.
• Responsible for basic troubleshooting of hardware, such as laptops and desktops
• Collaborates with remote IT support team in creating a system to streamline onboarding and offboarding processes
• Handles end user support calls and/or triages them to the remote support team
• Identify changes needed in existing applications to meet changing user requirements
• Assists in research and implementation of new software and processes to be deployed for company-wide use
  
  

Education/Experience

• Minimum 3 years of related work experience preferably in human services industry
• Bachelor’s degree in an area related to systems and technology preferred.
  
  

Professional Knowledge/Experience

• Prior experience in non-profit and human services industry is strongly preferred
• Experience with EHR and Accounting systems is required
• Strong analytical, critical thinking, and creative problem-solving skills
• Experience providing direct technical support regarding both hardware and software.
• Experience in behavioral health billing systems and software interoperability preferred
• Strong working knowledge with Microsoft Office products and Microsoft operating systems
• Experience with Microsoft Active Directory (creating new accounts, resetting passwords, disabling accounts)
• Experience with application and user support
• Self-motivated with the ability to prioritize tasks and meet deadlines
• Ability to be flexible and work hard, both independently and in a team environment
  
  

Preferred Qualifications

• Highly organized, detail-oriented and the ability to prioritize tasks and meet deadlines a must
• Excellent oral and written communication skills and strong interpersonal skills
• Ability to work collaboratively within cross-functional teams
  
  

The salary for this position will be commensurate with experience and potential beginning at $60,000/year. This is a full-time hybrid position that will require at least three in-office days per week.

Job Type: Full-time