Job Description

JOB PURPOSE: The IT Support Specialist III (Elk Ridge) serves as the senior regional IT resource responsible for advanced troubleshooting, infrastructure support, and field technical leadership across geographically dispersed locations. This role leads complex issue resolution, coordinates on-site infrastructure initiatives, and acts as the primary escalation and strategic partner to centralized network, server, and cybersecurity teams. The position drives operational excellence, technical standards, and long-term reliability of end-user and site technology environments, while providing technical mentorship of junior staff.

The primary goal of the IT Support Specialist III (Elk Ridge) is to support Elk Ridge’s Mission of providing comprehensive, quality health care that is affordable and accessible to all who may have healthcare needs, by successfully performing the primary essential functions.

The following functions and responsibilities will contribute to Elk Ridge Community Health to achieve its KEY RESULTS:
1. World Class Experience for staff and patients
2. Healthier patients and employees
3. Positive Financial Result

Job Functions:
• Serves as the senior field support resource for desktop, application, and site IT needs.
• Leads troubleshooting efforts for complex Windows, hardware, and application issues.
• Acts as the primary on-site liaison for network and server engineering teams.
• Provides advanced smart hands support including diagnostics, rebuilds, and upgrades.
• Supports Active Directory, Group Policy, and endpoint management solutions.
• Advises and assists with server installations, network cutovers, and infrastructure refresh projects.
• Analyzes trends in support tickets and propose long-term process and technical solutions.
• Creates and maintains technical documentation and standardized procedures.
• Mentors and provides technical leadership to Level I and II support staff.
• Coordinates vendors, contractors, and third-party service providers on-site.
• Ensures high availability of end-user systems across all regional locations.
• Enforces IT security best practices and participate in incident response activities.
• Advises management on hardware standards, lifecycle planning, and support strategy.
• Maintains reliable transportation and flexibility for regional travel demands.

Joint Commission Responsibilities:
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position.
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.

Other Duties and Responsibilities:
• In support of the Mission and Vision of Elk Ridge Community Health, will at all times represent themselves as a professional role model of Elk Ridge Community Health serving as a positive informational source for members of the community.
• Supports Elk Ridge Community Health by participating in community events which promote good health, and which contribute to a broader awareness and understanding of Elk Ridge Community Health and the many services provided to the community.
• Participates in all appropriate health care activities related to Elk Ridge Community Health on a local, state, and national level to maintain and enhance El Rio’s image with health agencies, professional associations, and the general public.
• Ensures and supports the cost-effective use of materials, supplies, and equipment by limiting waste of all organizational supplies and resources.
• In accordance with policies and procedures ensures that documentation of hours worked is completed accurately, as well as signed-off/approved in a timely manner.
• Employees must maintain their skills proficiency with Elk Ridge Community Health operating systems and/or software programs by adapting to changing requirements and successfully learning and demonstrating new skills in response to software, system, and program improvements or upgrades.
• Performs other duties as assigned.

Qualifications:
If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.

Education Level Education Details Required / Preferred
High School Diploma or G.E.D Required Or
Bachelor’s Degree Information Technology or a related field from an accredited college or university. Preferred

Experience Experience Details Required / Preferred
3 years working experience as an IT Desktop II (or equivalent). Required And
6 years of experience working in a complex IT environment. Required And
6 years experience supporting active directory and Windows operating systems. Required And
3 years
working at an advanced technical level such as managing enterprise services (desktop imaging, desktop server hardening, SCCM packages, etc.).

Required

And

Advanced level of understanding and execution in cybersecurity best practices as it relates to system hardening. Required
5 years of experience working in a complex technical healthcare environment. Preferred Or
3 years experience working with Windows Server operating systems. Preferred Or
Bilingual (English/Spanish) with the ability to speak, read and write in both languages. Preferred

Licenses / Certifications Licenses / Certifications Details Required / Preferred
Fingerprint Clearance Card
Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment

Required

Certification
in one or more advanced technical specialties related to the role (server, cloud, security, vendor (i.e., Microsoft, AWS, VMWare, Citrix, Cisco, etc.).

Preferred

Or

Certification CompTIA A+ Preferred Or
Certification CompTIA Net+ Preferred Or
Certification CompTIA Sec+ Preferred Or

Transportation:
• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements.

Core Competencies:
• Customer/Client Focus
• Technical Capabilities
• Trouble shooting
• Organizational Skills
• Decision Making
• Initiative
• Problem Solving/Analysis
• Team player
• Compassionate Communication
• Cultural Competence
• Honor Patient Privacy
• Service Recovery

Supervisory Duties:
• None

Skills and Abilities:
• Effective customer-facing and presentation skills.
• Interact diplomatically and positively with patients and the public in a continuous public contact setting.
• Ability to respond effectively in writing and verbally to internal and external customers.
• Write grammatically correct routing business correspondence such as brief transmittal memoranda
• Advanced level of knowledge with MS Office (Word, Excel, and Outlook) and Internet.
• Advanced level of working knowledge of Windows and IOS operating systems.
• Advanced level of working knowledge with Office 365 products.
• Advanced level of working knowledge with Anti-virus, Malware, and encryption.
• Ability to apply concepts such as fractions. Percentages, ratios, and proportions to practical situations.
• Ability to multi-task and maintain a professional composure in stressful situations.
• Excellent organizational and time-management skills.
• Ability to interact with persons of various social, cultural, economic and educational backgrounds for the purpose of providing exceptional guidance and customer service.

Workforce Environment/Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demand N/A Rarely Occasionally Frequently Constantly
Seeing X
Sitting X
Standing X
Talking X
Walking X

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working Conditions N/A Rarely Occasionally Frequently Constantly
Vision Strain X
Weather X
Temperature X
Muscular Strain X

Additional Information:
This job description has been reviewed to ensure that the minimum functions and basic duties have been included to successfully perform the duties, tasks, assignments, and responsibilities of this position. Additional functions, duties, tasks, or requirements may be assigned by leaders as deemed appropriate to meet organizational operations. The job functions and responsibilities align with Elk Ridge Community Health’s Cultural Beliefs:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Elk Ridge Community Health does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, age 40 and over, disability, genetic information, military status, ancestry, marital status, familial status, or any other status protected by law or regulation.

It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

All employees are required to undergo drug testing prior to employment and will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

Elk Ridge Community Health is a Non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards.