Job Title: IT Support Specialist II
Department: Information Technology
Location: Austin, Texas (On-site)
Reports To: Director / Manager of Information Technology
FLSA Status: Non-Exempt
Basic Function
The IT Support Specialist II is responsible for providing high-level technical support, systems administration, infrastructure maintenance, and project coordination across a multi-site orthopedic medical practice in Texas. This role serves as an escalation point for complex technical issues while ensuring reliable performance of clinical and business systems that support patient care. The position combines advanced end-user support with hands-on management of workstations, servers, networks, cybersecurity tools, identity systems, printers, VOIP, and healthcare applications, including EMR, PACS, and imaging platforms. The IT Support Specialist II also assists with strategic IT initiatives, vendor coordination, process improvement, and mentoring junior support staff.
Job Relationship
- Reports to the Manager of Information Technology
Qualifications
- Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience considered
- Relevant certifications required: CompTIA Network+, Security+/A+
- Minimum 5+ years progressive IT support/systems administration experience
- Must have a valid Driver’s License and reliable transportation
- Experience supporting multi-site organizations preferred
- Experience in healthcare, medical practice, or HIPAA-regulated environments strongly preferred
- Strong knowledge of:
- Windows operating systems
- Microsoft 365/Exchange/Entra ID
- Active Directory
- Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, and VPN)
- Printers/imaging devices
- Endpoint management tools
- Backup and disaster recovery systems
- Experience supporting EMR/EHR and PACS systems preferred
Skills and Abilities
- Excellent troubleshooting and root-cause analysis skills
- Strong communication skills with technical and non-technical users
- High level of customer service professionalism
- Ability to prioritize multiple issues in a fast-paced clinical setting
- Strong project coordination and organizational skills
- Ability to work independently with minimal supervision
- Critical thinking and problem-solving skills
- Ability to articulate explanations and solutions in plain language to non-technical individuals
- Calm, solutions-focused mindset under pressure
Responsibilities
Advanced Technical Support
- Provide Tier 1 - Tier 2 support for escalated hardware, software, network, and systems issues
- Troubleshoot desktops, laptops, printers, scanners, mobile devices, VoIP phones, and peripheral equipment
- Resolving user issues related to Microsoft 365, remote access tools, and specialty healthcare applications
- Maintain high service standards and timely resolution through the IT ticketing system
Systems & Infrastructure Administration
- Administer Active Directory, Entra ID / Azure AD, user accounts, permissions, group policies, and MFA solutions
- Support Windows server environments, virtualization platforms, storage systems, and endpoint management tools
- Assist with LAN/WAN connectivity, wireless systems, VLANs, firewalls, and network troubleshooting
- Monitor system health, performance, uptime, and capacity
Healthcare Technology Support
- Support EMR/EHR systems, PACS, digital imaging platforms, dictation software, SSO tools, and other clinical technologies
- Coordinate with clinical leadership and vendors to minimize downtime impacting patient care
- Ensure HIPAA-compliant handling of systems, devices, and user access
Projects & Process Improvement
- Lead or assist with workstation refreshes, office expansions, software rollouts, hardware replacements, and infrastructure upgrades
- Coordinate vendor installations, service calls, and support contracts
- Develop technical documentation, standard operating procedures, and knowledge base articles
- Recommend technology improvements that enhance reliability, efficiency, and scalability
Team Support
- Collaborate effectively with leadership, physicians, clinical teams, and administrative staff
- Train employees in supported systems, security best practices, and new technology deployments
Physical Requirements
- Good visual acuity, hand-finger dexterity, ability to speak and hear
- Able to lift and carry in excess of 25 pounds, which may require pushing, pulling and essentially utilizing a full range of body movement
- Ability to stoop, kneel, crouch, reach, grasp, and stand for extended periods of time
- Prolonged periods sitting at a desk and working on a computer
- Ability to travel between clinic and office locations as needed
Standards
- Understands and follows the standards of the Growth Ortho Employee Manual
- Understands and follows the Growth Ortho Responsibility Program, Code of Conduct
- Completes all yearly compliance training and educational programs