Information Technology Support Specialist in Phoenix, Arizona at Prisma Community Care

The Information Technology Support Specialist (ITSS) specializes in the eClinicWorks healthcare application, general information technology, and integrated building technology. This position is primarily responsible for providing technical and operational support for the organization’s Electronic Health Record (EHR) and related clinical/business applications.

The ITSS serves as the primary point of contact for troubleshooting system issues, assisting with software updates, supporting end-users, and implementing new workflows and processes. This position plays a key role in new site or department implementations, onboarding staff to system changes, and identifying opportunities to improve operational efficiency through process development and optimization.

The Information Technology Support Specialist supports the Prisma Community Care mission of providing affirming and inclusive services to promote well-being and advance health equity for diverse communities and all those seeking compassionate care - especially people of color, 2SLGBTQIA+ and Queer individuals, and those affected by HIV.

What your day will look like at Prisma Community Care:

Application Support & Troubleshooting

• Provide day-to-day support for the EHR application and integrated systems.
• Troubleshoot user issues related to access, workflows, system errors, and data discrepancies.
• Escalate unresolved technical issues to software vendors or internal IT teams as needed.
• Monitor support tickets and ensure timely resolution according to service-level expectations.
• Assist with system upgrades, patches, testing, and release rollouts.

Implementation & Training Support

• Support implementation of new departments, clinics, or service lines within the EHR platform.
• Assist with software configuration, data migration, and go-live support.
• Train staff in application functionality, workflow updates, and best practices.
• Develop and maintain training materials, guides, and standard operating procedures.

Process Development & Optimization

• Collaborate with leadership and end-users to identify workflow inefficiencies.
• Recommend and implement process improvements to optimize system use and staff productivity.
• Document business processes and system workflows for consistency and compliance.
• Participate in continuous improvement initiatives and special projects.

Data Integrity & Reporting

• Assist in maintaining data integrity and compliance within the EHR system.
• Run reports and audits to identify discrepancies or trends.
• Support reporting needs for operational and compliance purposes.

General IT and Facilitates Hardware and Software Support

• Provide support to end-users for both troubleshooting and training for Microsoft Windows 11 and Microsoft 365.
• Set up new desktop and laptop systems and replace as necessary during product lifecycle.
• Monitor, maintain, and troubleshoot technology systems necessary for building operations; including but not limited to, HVAC, access control systems, cameras, alarm systems, and sound systems.

Customer Service & Communication

• Serve as a liaison between clinical staff, administrative teams, IT, and software vendors.
• Communicate technical concepts clearly to non-technical users.
• Provide professional, timely, and empathetic support to end-users.
• Provide new employee orientation and onboarding for IT systems and EHR system.

We've got great benefits:

• 200 hours of PTO per year
• Up to 13 paid holidays per year
• Medical, dental, and vision insurance
• Basic life, short-term, and long-term disability insurance paid by Prisma Community Care
• Employee Assistance Plan (EAP)
• Retirement savings

Minimum Qualifications

• High school diploma or GED.
• CompTIA Certification in A+, Business Essentials, Data Analysis Essentials, and/or Project Management Essentials, OR equivalent combination of education and relevant experience.
• 3+ years of experience in application support, healthcare IT, or healthcare operations.
• Demonstrated experience installing and maintaining Microsoft 365 Cloud Services.
• Demonstrated support skills for Microsoft Windows 11.
• Demonstrated familiarity with VoIP systems (Microsoft Teams preferred).
• Basic understanding of healthcare workflows, medical terminology, and compliance standards (e.g., HIPAA).
• Demonstrated strong troubleshooting and problem-solving skills.
• Demonstrated excellent verbal and written communication skills.
• Demonstrated an ability to manage multiple priorities and meet deadlines.
• Demonstrated proficiency in Microsoft Office applications, especially Excel, Word, and Teams.
• Demonstrated ability to establish rapport and maintain effective communication with culturally diverse populations from a wide range of life circumstances and backgrounds.
• All agency employees must be able to work effectively in a mission-driven agency whose clients and staff exhibit significant diversity with respect to race, ethnicity, sex, gender identity, sexual orientation, socio-economic status, nationality, and religion.

Preferred Qualifications

• Experience supporting an Electronic Health Record (EHR) system (examples include Epic, Cerner, eClinicalWorks, or NextGen Healthcare).
• Experience with software implementations, training, or process improvement initiatives.
• Experience with reporting tools or SQL.
• This position functions at Layer 7 of the OSI model. Familiarity with Layers 6 or 5 would be a plus.

Environmental Factors and Conditions/Physical Requirements

• Ability to sit, stand, and work at a computer for extended periods.
• May require occasional travel between clinic or office locations for implementation or training support.
• Ability to lift up to 20 pounds occasionally.

Compliance Requirements

• Currently have, or be able to obtain within 90 days of employment, a valid Fingerprint Clearance Card
• Currently have, or are able to obtain within 30 days of employment, a clear TB test
• Currently have, or are able to obtain within 30 days of employment, a current flu vaccination

Equal Employment Opportunity

Prisma Community Care an equal opportunity employer, and we value a healthy work environment free from harassment and discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or genetic information.

Send reasonable accommodation requests for medical or religious needs to Human Resources at hr@prismacare.org . Reasonable accommodations to allow the employee to carry out position duties will be discussed interactively with the employee based on their specific circumstances and the essential job functions of the position.