IT Support Specialist

Schedule: Monday through Friday, 8:00 AM–4:30 PM; available to come in on weekends as needed if on call.

POSITION SUMMARY

As an IT Support Specialist, you will be a key contributor to the optimization of our organization's technological infrastructure. Your role will support outpatient, residential, admissions, mental health, family therapy, medical, withdrawal management, and other support departments. You will ensure seamless coordination across departments, enabling data-driven decision-making, operational efficiency, and sustainable growth.

ESSENTIAL JOB DUTIES

Electronic Health Record (EHR) Management

• Create and maintain documentation templates, group sessions, and schedules.
• Manage lab and medication orders within the EHR system.
• Administer user accounts and permissions.
• Collaborate with EHR support and billing teams to resolve bugs and ensure accurate coding for claims.
• Serve as EHR liaison in clinic department meetings.

Technical Support & Helpdesk Operations

• Provide daily troubleshooting and coaching for end users.
• Manage helpdesk ticketing system and ensure timely resolution.
• Address application, equipment, and workflow issues.
• Communicate system updates and changes to staff.
• Coordinate with IT vendors for escalated support and service delivery.

Training & Onboarding

• Conduct onboarding and offboarding processes, including account setup and equipment provisioning.
• Deliver training for new staff and identify ongoing training needs for existing staff.
• Provide specialized training on Microsoft 365, Google Workspace, and EHR systems.

Inventory, Asset & Expense Management

• Maintain IT inventory using asset management systems.
• Allocate and track IT equipment including Chromebooks, VOIP phones, and audio/visual gear.
• Manage cable setups and ensure organized infrastructure.
• Monitor and manage departmental IT expenses and procurement.

Project & Vendor Coordination

• Lead and support IT-related projects, ensuring timely delivery and stakeholder alignment.
• Coordinate with vendors for software licensing, hardware procurement, and service contracts.
• Oversee software management lifecycle including updates, renewals, and compliance.

SharePoint & Microsoft 365 Administration

• Develop and manage SharePoint forms and reporting lists.
• Configure and maintain Microsoft 365 tools for collaboration and productivity.
• Ensure secure and compliant deployment of apps and extensions.

Google Workspace & Chromebook Management

• Configure Google Workspace for efficient device deployment.
• Provision Chromebooks and manage device policies.
• Ensure compliance with security protocols and perform routine maintenance.

CRM & VOIP System Oversight

• Support CRM system usage and troubleshoot user issues.
• Manage VOIP system setup, maintenance, and user support.

ADDITIONAL JOB RESPONSIBILITIES

• Attend staff meetings as scheduled.
• Additional trainings to be completed as assigned in a timely manner.
• Special projects and other duties as assigned.
• Participate in ongoing supervision and consultation.

SUPERVISORY FUNCTIONS

This position does not have supervisory duties.

QUALIFICATIONS

EDUCATION AND EXPERIENCE REQUIRED

• Bachelor’s degree in computer science, Information Technology, or any related field is preferred

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

• Proficient in Microsoft Office Suite, specifically Outlook, Excel and Word
• Detail-oriented and organized
• 2 years of SharePoint experience required
• Demonstrated effectiveness in presenting ideas, transmitting information, or convey concepts to individuals or groups of people of varying educational, cultural and experiential levels.
• Ability to maintain professional boundaries with patients, the community, and other staff members.
• Ability to work collaboratively with patients, other treatment program staff, team members, and to treat everyone with respect and dignity at all times.
• Written and organizational skills to complete all required documentation.
• Communicates information effectively in writing and verbally
• Strong organizational skills and attention to detail
• Displays initiative and problem-solving skills
• Basic knowledge of substance-use disorders
• Marked ability to demonstrate and utilize self-awareness
• Intermediate understanding of mental health disorders and symptom presentation

OTHER REQUIREMENTS

• For employees with a history of substance use disorder, Fora Health’s policy requires certification of a minimum of six months of sobriety for this position.
• Ability to pass a pre-employment or for cause drug tests.
• Ability to pass DHS criminal background and DMV checks.
• Position will require some amount of regular connection to work via cell phone to answer questions and respond to internal and external contacts.

WORKING CONDITIONS

• Position generally works in an indoor office environment with occasional travel between sites or to special events.
• Prolonged use of computer
• Position requires on-call availability to respond to emergency situations during off-duty hours including via cell phone.
• Position will require some amount of regular connection to work via cell phone to answer questions and respond to internal and external contacts.
• Position requires some overtime, including evening and weekend work. Adjustment of work schedule may be required.
• Possible exposure to communicable diseases that can encompass a variety of illnesses and infections, including COVID, tuberculosis, Hepatitis A, B, and C, and HIV.
• Possible exposure to upset, angry, severely traumatized, disabled or emotionally disturbed adults, adolescents, and families.
• Exposure to potentially hazardous cleaning chemicals, personal protective equipment provided. 
• Fast paced, high volume work environment.