Job Description

Objective

Under the direction of the Director of IT Operations, the Information Technology Specialist supports the systems and processes that enable IntellaTriage nurses to deliver after-hours and 24x7 clinical triage services.

This role is responsible for access requests, Microsoft 365 user administration, Level 1 technical support, hardware preparation and logistics, and maintaining accurate operational documentation. This is an entry-level to early-career position designed for individuals interested in building experience in IT operations and healthcare technology.

Essential Functions

Working closely with the Director of IT Operations, the successful candidate will be responsible for the following:

• Process and access requests across client healthcare systems

• Communicate with client IT teams to obtain credentials and resolve access issues

• Maintain accurate documentation of access status and expiration timelines

• Escalate access delays that impact nurse workflows

• Provision and deprovision user accounts in Microsoft 365 / Entra ID

• Manage group memberships and access permissions

• Respond to user support tickets and provide Level 1 troubleshooting

• Troubleshoot login, access, and device issues

• Escalate complex issues to senior IT staff as needed

• Assist with remote onboarding and offboarding of employees

• Prepare, configure, and ship laptops to remote nurses and corporate staff

• Maintain accurate inventory tracking for end-user equipment

• Coordinate retrieval of hardware from offboarded remote users

• Ensure returned devices are properly wiped and redeployed

• Assist with phone system configuration updates under direction

• Participate in change management execution and documentation

• Maintain process documentation and update as needed

Work Schedule & Location

• This position is on-site in Brentwood, Tennessee

• Standard schedule is Monday through Friday, 2:30 PM – 11:30 PM

• We are a 24x7x365 business and rotational after-hours support may be required

Your Traits & Characteristics

• Detail-oriented and process-driven

• Comfortable working within defined procedures

• Calm under pressure

• Self-motivated and accountable

• Motivated to grow in IT operations

• Committed to supporting clinical staff through reliable, secure systems

Requirements

• Strong attention to detail and ability to follow structured workflows

• Clear written and verbal communication skills

• Ability to diagnose and resolve basic technical issues

• Familiarity with Microsoft 365 administration preferred

• Basic understanding of identity management concepts preferred