IT Operations & User Support Specialist in Westlake Village, California at Precise Behavioral Inc

Precise Behavioral (Precise) was established to revolutionize the behavioral healthcare ecosystem for patients, providers, and health plans. Precise is a physician-owned and led organization that enables a mix of digital, telehealth, in-person, and community resources for improved patient outcomes.

Position Overview

Precise Behavioral, Inc. is seeking a hands-on IT Support & Provider Systems Specialist to support day-to-day technology operations across employees, providers, and clinical users. This role will be responsible for ensuring smooth onboarding, device and system provisioning, user support, and effective utilization of internal systems including Microsoft 365, EMR platforms, telehealth tools, and internal applications.

This role sits within the Technology organization and works closely with the VP Technology & Information Security and cross-functional teams including Clinical Operations, Product, and Compliance.

The ideal candidate is both technically capable and service-oriented, with the ability to support internal employees as well as healthcare providers using the company’s digital platforms and potentially provide support on weekends and evenings.

Key Responsibilities

IT Support & End-User Services

• Provide day-to-day IT support for employees, contractors, and clinical providers
• Troubleshoot hardware and software issues (laptops, desktops, mobile devices, peripherals)
• Manage onboarding and offboarding of users, including system access provisioning and deprovisioning
• Support Microsoft 365 administration (email, Teams, SharePoint, permissions, troubleshooting)
• Act as first-line support for IT helpdesk requests and escalations
• Maintain IT inventory (devices, licenses, access credentials, assignments)

Provider & Clinical Technology Support

• Support providers in using EMR systems, telehealth platforms, and internal clinical tools
• Provide onboarding and training for new providers on company systems and workflows
• Serve as a point of contact for provider technology issues and usage questions
• Assist Clinical Operations in ensuring providers can effectively use scheduling, documentation, and patient communication tools
• Help troubleshoot real-time issues during provider workflows when needed

Systems & Application Support

• Assist with user management, role-based access control, and system permissions
• Support configuration and basic administration of internal applications and platforms
• Coordinate with Engineering/Product teams for bug reporting, user issues, and testing support
• Participate in user acceptance testing (UAT) for new features and releases
• Help validate workflows, documentation accuracy, and system usability

Training & Documentation

• Develop and maintain user guides, SOPs, and internal training materials
• Conduct training sessions for employees and providers on internal systems
• Support onboarding documentation for clinical and non-clinical staff
• Help improve adoption and correct usage of internal tools and platforms
• Maintain knowledge base articles and support documentation

Access, Security & Compliance Support

• Support user provisioning aligned with security and compliance policies (HIPAA-aware access control)
• Ensure proper onboarding/offboarding procedures are followed for system access
• Assist in maintaining audit logs and access documentation
• Support basic compliance requirements in coordination with Security & Compliance Manager

Cross-Functional Support

• Work closely with:
• • Clinical Operations (provider support, training, workflow support)
  • Engineering/Product (issue tracking, testing, feedback)
  • Compliance (access control, documentation support)
  • Security team (user access enforcement, device security hygiene)
• Act as a bridge between technology systems and end users (providers + staff)

Qualifications & Experience

• 2–5 years of experience in IT support, helpdesk, systems administration, or technical support roles
• Experience supporting Microsoft 365 environments (Exchange, Teams, SharePoint, Azure AD preferred)
• Familiarity with EMR/EHR systems or healthcare technology platforms strongly preferred
• Experience supporting end users in a SaaS or healthcare environment
• Strong troubleshooting skills for hardware, software, and access issues
• Basic understanding of cybersecurity and access control concepts
• Experience with ticketing systems (Jira, ServiceNow, Zendesk, etc.)
• Experience in healthcare, behavioral health, or telemedicine environments
• Exposure to HIPAA-compliant systems or regulated environments
• Experience in training users or conducting system onboarding sessions
• Familiarity with device management (Intune, endpoint management tools)

Preferred Qualifications

• Basic scripting or technical troubleshooting skills a plus