IT Support Lead

The IT Support Lead will be responsible for serving as the primary point of contact for all Primary Care Providers experiencing technology issues with the Ethizo EMR and related systems. This role will require strong technical support skills, experience with IT Service Management, and the ability to effectively communicate with non-technical clinical staff.

• Act as the primary point of contact for all technology issues related to the Ethizo EMR and other systems
• Provide technical support to Primary Care Providers and clinical staff
• Utilize IT Service Management tools and ticketing systems (such as Freshservice) to track and resolve issues
• Troubleshoot technical problems and provide timely solutions
• Create and maintain documentation for troubleshooting procedures and system configurations
• Collaborate with third-party SaaS vendors to resolve issues
• Assist with EMR/EHR support and ePrescribing platform management
• Train and support end-users on system functionalities
• Ensure all technology issues are resolved in a timely and efficient manner

• 3-5 years of IT support experience, preferably in Healthcare
• Experience supporting third-party SaaS/web-based applications
• Familiarity with ITSM ticketing systems (Freshservice or equivalent)
• Strong troubleshooting methodology and documentation skills
• Ability to communicate clearly with non-technical clinical staff
• EMR/EHR support experience strongly preferred

• ePrescribing platform experience (Dr.First or equivalent) is a plus