Location:

Coral Gables, Florida 33146

Important:

This position is currently located in Coral Gables but is expected to transition to Miramar, Florida 33025, by the end of November 2026 . Position Summary The IT Support Specialist serves as the first point of contact for technical support across laboratory and office environments. This position provides responsive, professional first-level IT support to employees, providers, clients, and other authorized users through phone, email, ticketing systems, and in-person assistance. The IT Support Specialist will troubleshoot basic hardware, software, network, printer, Microsoft 365, Active Directory, VPN, and multifactor authentication issues while maintaining accurate documentation and adhering to organizational security, HIPAA, CLIA, CAP, OSHA, and company requirements. This is an entry-level growth position with a structured development path toward IT Support Level II. The successful candidate will receive hands-on training and mentorship in advanced IT administration, laboratory information systems, healthcare applications, networking, SQL, and healthcare interoperability technologies. Key Responsibilities Service Desk & Technical Support Serve as the first point of contact for IT support requests through phone, email, ticketing systems, and in-person walk-ups. Provide friendly, professional, and timely first-level technical support. Diagnose and resolve common hardware, software, network, printer, and desktop computing issues. Provide on-site and remote support for PCs, laptops, peripherals, and standard applications. Assist users with Windows operating systems and Microsoft 365 applications. Troubleshoot Fortinet VPN connectivity and Duo Mobile MFA enrollment and access issues. Perform password resets, account unlocks, and basic access troubleshooting. Escalate complex or unresolved issues to IT Support Level II with complete documentation. User & System Administration Create, configure, and manage user accounts and access permissions within Microsoft Active Directory and Microsoft 365. Assist with security settings and enforce applicable non-automated IT security policies. Configure and deploy workstations, peripherals, and standard software. Image and reimage computers as required. Install, configure, maintain, and troubleshoot computer systems and software applications. Ticketing & Documentation Document all support requests in the IT helpdesk system, including Asana and/or Salesforce. Accurately categorize tickets, provide timely updates, and follow established escalation procedures. Document troubleshooting steps, error messages, business impact, and resolution details. Create and maintain IT procedures, SOPs, knowledge-base articles, and end-user documentation. Contribute to ongoing improvement of Service Desk processes and procedures. IT Assets & Infrastructure Maintain accurate inventory of hardware, software licenses, peripherals, and other IT assets. Coordinate warranty repairs and RMAs with vendors. Monitor and maintain computers, printers, network equipment, and related technology. Assist with equipment deployments, replacements, and software implementations. Laboratory & Healthcare IT Support Provide basic laboratory instrument connectivity and middleware troubleshooting under the direction of IT Support Level II. Support IT needs within laboratory and office environments. Collaborate with IT team members and laboratory personnel to resolve technical issues efficiently. Maintain strict confidentiality when handling protected health information and other sensitive information. Training & User Support Provide staff training on new hardware, software, and technology solutions when required. Assist in developing user guides and knowledge-base materials. Communicate technical concepts clearly to users with varying levels of technical expertise. Promote a positive, professional, and service-focused user experience. Compliance & Security Maintain compliance with

HIPAA, CLIA, CAP

accreditation requirements, OSHA regulations, and applicable federal and state regulations. Follow all MediPath/company and departmental policies, procedures, and safety requirements. Maintain the confidentiality and security of patient, employee, client, and company information. Support IT security policies and practices in all activities. On-Call Support Participate in a rotating primary on-call schedule, alternating one week on/one week off with IT Support Level II. Serve as the first point of contact for critical IT outages outside standard business hours:

Weekdays:

5:00 PM

• 8:00

AM Weekends:

Full weekend coverage Escalate LIS-critical or unresolved issues to the IS Coordinator or Director of IT. On-call stipend and callback compensation apply in accordance with company policy. IT Support Level II Development Track This position is an entry-level development role with a defined pathway to IT Support Level II. Under the mentorship of the IS Coordinator and IT Support Level II, the IT Support Specialist will: Develop advanced Active Directory administration, Group Policy, and Windows Server fundamentals. Progressively assume responsibility for troubleshooting enterprise applications, including: eClinicalWorks (eCW) Greenway PrimeSuite Greenway Intergy Salesforce Asana Gain exposure to Laboratory Information Systems, including LigoLab and Orchard. Develop foundational knowledge of healthcare interoperability standards, including HL7 and FHIR. Learn basic SQL querying and database management concepts. Develop networking skills involving TCP/IP, DNS, DHCP, and Fortinet VPN administration. Build competency in IT documentation, SOP development, and knowledge-base management. Assist with CAP accreditation activities, documentation reviews, and audit preparation. Shadow Level II staff during complex integrations, LIS interface testing, and new equipment/software implementations. Achieve defined competency milestones over an anticipated 12-18 monthdevelopment period, with formal progress reviews at approximately 3, 6, and 12 months. Qualifications Education & Experience Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred. Equivalent professional experience in IT support or technical helpdesk work may be considered in lieu of a degree. Minimum 1-2 years of IT support, technical helpdesk, or related experience required. Minimum 1 year of experience supporting Windows operating systems and Microsoft 365 required. Experience working with Laboratory Information Systems is preferred. Healthcare or clinical laboratory IT experience is preferred but not required. Clinical and/or pathology laboratory experience is a plus. Experience with helpdesk ticketing systems preferred. Familiarity with Active Directory and remote desktop support tools preferred. Knowledge, Skills & Abilities Basic knowledge of Windows operating systems, Microsoft 365, and standard office applications. Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP. Strong troubleshooting, analytical, and problem-solving abilities. Excellent customer service and communication skills. Ability to explain technical concepts clearly to non-technical users. Ability to prioritize and manage multiple support requests in a fast-paced environment. Ability to work independently after initial training while functioning effectively as part of a team. Strong attention to detail and organizational skills. Ability to maintain confidentiality and appropriately handle protected health information. Strong proficiency with Microsoft Word, Excel, spreadsheets, and general computer applications. Ability to analyze basic workflow issues and recommend process improvements. Demonstrated initiative, sound judgment, critical thinking, and ethical decision-making. Flexible and able to work effectively under pressure. Demonstrated eagerness to learn and advance into higher-level technical responsibilities. Preferred Certifications CompTIA A+ or IT Fundamentals CompTIA Network+ ITIL Foundation Performance Expectations Priority Initial Response Resolution / Action P1

• Critical 30 minutes Escalate to IT Support Level II P2
• High 2 hours same business day or escalate P3
• Standard 4 business hours 1-2 business days P4
• Low 1 business day 3-5 business days Additional Performance Expectations Maintain a high first-call resolution rate and positive user satisfaction.

Provide timely, accurate, courteous, and professional support. Maintain thorough and accurate ticket documentation. Follow established escalation procedures and communicate proactively with users. Contribute to IT documentation, knowledge sharing, and continuous improvement. Maintain compliance with regulatory, accreditation, security, and safety requirements. Respond to staff and client questions within established service-level expectations. Promote confidence in laboratory services through reliable, consistent, and service-oriented IT support. Environmental Working Conditions Work primarily in clinical laboratory and office environments. Standard business hours with participation in an after-hours on-call rotation. Must follow applicable OSHA and workplace safety requirements. Physical Requirements Ability to stand, walk, and sit for extended periods. Ability to climb stairs and occasionally balance, stoop, kneel, or crouch. Ability to lift and move equipment weighing approximately 20-30 pounds. Ability to work safely in a laboratory environment. Adequate close and distance vision and ability to focus. Normal range of hearing. Manual dexterity sufficient to operate computers, office equipment, and laboratory-related technology. Confidentiality & Compliance The IT Support Specialist must maintain the strictest confidentiality in all matters involving patient information, protected health information, employee information, company information, laboratory data, systems, and security credentials. The employee must comply with all applicable federal and state regulations, HIPAA requirements, CLIA standards, CAP accreditation requirements, OSHA regulations, and company policies and procedures. Other duties may be assigned as necessary to support the mission, vision, and values of the organization.

Pay:

$20.00

• $30.

00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person