Salary Range: $36.09 - $49.74
Pay rates are determined based on experience and internal equity.
Position Summary:- The Support Specialist reports to the Director of Information Systems.
- The Support Specialist provides advanced technical support for Lompoc Valley Medical Center's IT environment, serving as the escalation point between frontline Support Technicians and the engineering team.
- This role owns endpoint management, workstation lifecycle, and day-to-day systems administration tasks across a 24/7 acute care facility and associated clinic sites.
- Works effectively under deadlines and maintains professional, respectful working relationships with patients, families, medical and nursing staff, and co-workers.
District Responsibility:- Supports the District mission and values.
- Demonstrates respect, professionalism and courtesy to all patients, visitors, other providers and co-workers, as delineated in the LVMC "Commitment to Care".
- Constantly use C-I-CARE principles when communicating with others.
- Participates in performance improvement activities.
- Engages in ongoing professional development.
Position Duties/Responsibilities:- Serve as the primary escalation point for support tickets that exceed Tier 1 scope, performing advanced troubleshooting of hardware, software, network connectivity, and clinical application issues.
- Own endpoint management, including workstation imaging, deployment, configuration, patching, and lifecycle replacement across acute and ambulatory sites.
- Administer and maintain the organization's remote monitoring and management (RMM) platform, ensuring agent deployment, policy compliance, and alerting are current.
- Manage Active Directory accounts, group policy, security groups, and permissions in coordination with the Systems Engineer and Cybersecurity Strategist.
- Provide frontline support for clinical applications, including the Sunrise EHR platform and eClinicalWorks, escalating application-level issues to the Applications team as appropriate.
- Provide day-to-day mentorship and technical guidance to Support Technicians, including ticket review, troubleshooting coaching, and knowledge transfer.
- Coordinate with vendors on hardware warranty claims, parts procurement, and break/fix service delivery.
- Participate in IT projects, including infrastructure deployments, system migrations, and new site buildouts as assigned.
- Maintain accurate and thorough documentation in the ticketing system, knowledge base, and asset inventory.
Position Qualifications:- Education: Associate's degree in IT or related field (preferred).
- Experience: Minimum 3 years of hands-on technical support experience in a networked environment. Working knowledge of Windows desktop and server operating systems, Active Directory, and group policy. Demonstrated ability to troubleshoot hardware, software, and network issues independently.
- Certifications: CompTIA A+, Network+, or equivalent industry certification.
- Skills/Ability:
- Strong communication skills, both written and verbal, with the ability to convey technical security concepts to non-technical audiences.
- Knowledge of state and federal regulations including HIPAA Security Rule, HIPAA Privacy Rule, and California health data privacy requirements.
- Safety requirements including safe handling and protection of sensitive data, PHI, and security findings.
- Quality improvement principles applied to information security processes and incident reduction.
- Maintain records in an organized manner, including incident documentation, vulnerability tracking, risk register entries, and compliance evidence that must withstand regulatory scrutiny.
- Maintain the department's CMS and California state accreditation requirements related to information security and data protection.
- Establishes and maintains effective, positive working relations with departmental employees, hospital staff, medical staff and patients.
- Assures safe practices and techniques are used in the department, including secure handling of credentials, access controls, and endpoint protection.
- Communicates policies to hospital employees including security awareness, acceptable use, and incident reporting procedures.
- LVMC reserves the right to modify the minimum requirements depending on the needs of the organization.
