IT Support Specialist

IT Support Specialist II delivers Tier 1 and Tier 2 technical support on site at Pineville Community Health Center in Pineville, KY, handling hardware and software installation, maintenance, and on‑site troubleshooting with frequent facility movement.

Responsibilities

• Provide in-person, phone, remote, and electronic Tier 1 and Tier 2 support.
• Travel within the hospital and affiliated facilities to address issues and complete tasks.
• Diagnose and resolve problems with desktops, printers, scanners, telephones, software, email, user accounts, network connectivity, and peripherals.
• Handle password resets, account lockouts, printer issues, software problems, equipment setup requests, and other routine support tasks.
• Diagnose and remediate moderately complex hardware, operating system, application, access, and connectivity issues.
• Create, modify, disable, and maintain user accounts in Active Directory, Microsoft 365, clinical applications, and other approved systems.
• Support onboarding, transfers, access changes, and account terminations for staff.
• Configure, deploy, replace, relocate, and maintain desktops, laptops, printers, scanners, mobile devices, telephones, and related equipment.
• Install and document network and telephone cabling, including routing, termination, labeling, and testing as assigned.
• Install and replace network jacks, patch cables, cable-management components, and other low‑voltage infrastructure.
• Assist with mounting wireless access points, televisions, displays, cameras, phones, and other approved equipment.
• Work in elevated or confined spaces as needed, including ceilings, ladders, under desks, and behind equipment.
• Support equipment moves, office relocations, renovation projects, cable cleanup, and technology installations.
• Move, unpack, assemble, install, and remove computers, monitors, printers, racks, batteries, and related equipment.
• Install approved software, OS updates, drivers, security patches, and firmware.
• Support Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, and other approved applications.
• Perform basic and intermediate troubleshooting of wired and wireless network connectivity.
• Provide initial and intermediate support for approved clinical and administrative applications.
• Escalate advanced server, network, cybersecurity, application, or vendor-related issues when appropriate.
• Create, update, prioritize, and close support tickets with accurate documentation.
• Maintain equipment inventory, assignment records, warranties, cabling records, and replacement information.
• Educate employees on technology procedures, password security, phishing awareness, and approved system use.
• Protect confidential information and comply with HIPAA, privacy, cybersecurity, and organizational policies.
• Perform other duties related to the position as assigned.

Requirements

• High school diploma or equivalent required.
• Associate degree in information technology, computer science, networking, cybersecurity, or related field preferred.
• At least one year of professional information-technology support experience preferred.
• Experience troubleshooting Windows computers, printers, software, user accounts, and network-connectivity issues.
• Working knowledge of Microsoft 365, Active Directory, Windows operating systems, and common office technology.
• Ability and willingness to perform physical installation, cabling, equipment-moving, and field-support duties.
• Strong customer-service, communication, documentation, and problem-solving skills.
• Ability to manage multiple requests and prioritize issues based on urgency and operational impact.

Technologies

• Active Directory
• Microsoft 365
• Windows operating systems
• Outlook
• Teams
• OneDrive
• Microsoft Entra ID
• Intune
• Group Policy
• cable testers
• punch-down tools
• crimpers
• drills
• ladders

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

On-Call and Work Schedule

• Participate in the Information Technology Department’s rotating after-hours on-call schedule.
• Remain reachable and respond promptly while on-call coverage.
• Provide remote support when possible and report on-site when necessary.
• Respond to urgent issues affecting patient care, communications, safety, security, system availability, or hospital operations.
• May require occasional overtime, evenings, weekends, or holidays for outages, emergencies, upgrades, cabling projects, equipment installations, maintenance, and special projects.
• Follow organizational policies regarding timekeeping, overtime approval, call-back pay, and on-call compensation.

Physical and Work Requirements

• Regular walking, standing, bending, kneeling, crouching, reaching, climbing, lifting, and carrying.
• Spend a significant portion of the day away from a desk while responding to requests and completing installations.
• Lift, carry, install, and move equipment up to 50 pounds.
• Push or pull carts and move larger gear with assistance.
• Climb and work safely from ladders or step stools.
• Access spaces such as under desks, above ceilings, behind equipment, and equipment rooms.
• Use hand tools, power tools, cable testers, punch-down tools, and other approved installation equipment.
• Work in offices, hallways, nursing stations, patient-care areas, mechanical areas, and hospital facilities.
• Respond remotely or report on-site while on-call coverage.
• Comply with hospital safety, infection prevention, privacy, security, attendance, and timekeeping requirements.

Pay

Hourly rate: $17.00 - $20.00 per hour