IT Applications Support Specialist

Diversity Health is a Nashville-based management services organization (MSO) that powers community clinics across Tennessee and Kentucky, including Music City PrEP Clinic and Chosen Family Medicine. Diversity Health provides the operational, financial, and strategic infrastructure so its partner clinics can focus on patient care and delivering Great Experiences by Design—expanding access to sexual health, HIV prevention, and primary care. Through this support, Music City PrEP Clinic operates five physical clinic locations staffed by a rapidly growing team of medical and administrative professionals. Rod Bragg Diversity Health, LLC is an equal opportunity employer.

Position Title: IT Applications Support Specialist

Position Summary:

The IT Applications Support Specialist is responsible for providing technical and functional support for the clinical, business, communications, productivity, and cloud-based applications used throughout Diversity Health and its affiliated clinical and administrative operations.

This position serves as a primary liaison between end users, Information Technology, application owners, operational leadership, and third-party software vendors to ensure applications are available, appropriately configured, effectively utilized, and supported in accordance with organizational requirements.

The IT Applications Support Specialist investigates application incidents, supports user access and application configuration, assists with application implementations and upgrades, documents system processes, develops user guidance, provides application training, and identifies opportunities to improve application reliability, workflows, and user experience.

While this position may assist with general technology troubleshooting when necessary, its primary focus is application support but would also be involved with traditional desktop, endpoint, or network support.

Because Diversity Health operates in a healthcare environment, this position requires strong attention to HIPAA, privacy, information security, appropriate access controls, and the protection of patient, employee, and organizational information.

Essential Duties and Responsibilities

General Responsibilities

Application Support

• Provide Tier 1 and Tier 2 functional and technical support for assigned clinical, business, communications, and cloud-based applications.

• Serve as a primary support resource for applications such as electronic health record (EHR) systems, practice-management systems, communications platforms, scheduling applications, productivity tools, intranet resources, and other approved organizational systems.

• Investigate and resolve application errors, access issues, configuration problems, workflow concerns, and user-reported incidents.

• Determine whether reported problems originate from the application, user configuration, identity/access, endpoint, network, integration, or external vendor service.

• Document troubleshooting activities, findings, resolutions, and workarounds within the IT service-management system.

• Escalate infrastructure, endpoint, network, security, or other technical issues to the appropriate IT resource.

• Escalate complex application defects and vendor-related issues to application providers when necessary.

• Track escalated application issues through resolution and maintain communication with affected users.

• Monitor recurring application issues and identify opportunities for permanent resolution.

Clinical & Business Application Support

• Provide application support for assigned clinical and business systems, including Athenahealth or other EHR/practice-management systems as applicable.

• Support communications and collaboration platforms such as RingCentral, Microsoft 365, Google Workspace, and other organizational applications as assigned.

• Assist users with application functionality, navigation, configuration, permissions, and approved workflows.

• Work with clinical and business teams to understand application-related issues and operational requirements.

• Assist with troubleshooting issues affecting clinical workflows, scheduling, patient communications, documentation, reporting, or other supported business processes.

• Coordinate with application owners and operational leadership before making changes that could affect established workflows.

• Maintain awareness of application functionality and dependencies necessary to effectively support users.

Application Access & User Administration

• Create, modify, disable, and maintain application user accounts in accordance with approved access requests and organizational procedures.

• Assign approved roles, permissions, licenses, queues, groups, and application configurations based on documented requirements.

• Support application-related onboarding, employee changes, transfers, and offboarding.

• Troubleshoot authentication, multifactor authentication, single sign-on, licensing, and application authorization issues.

• Follow least-privilege and role-based access principles when administering application access.

• Assist with periodic user-access reviews and remediation activities.

• Identify inappropriate, excessive, duplicate, inactive, or inconsistent application access and escalate concerns as appropriate.

• Maintain documentation and audit records of application access changes.

Application Configuration & Administration

• Perform approved application configuration and administrative functions within assigned systems.

• Maintain application settings, user configurations, queues, groups, templates, and other approved configuration elements.

• Assist with configuration changes requested by business or clinical stakeholders.

• Test configuration changes before implementation when appropriate.

• Document significant application configuration changes.

• Maintain awareness of application dependencies, integrations, and downstream impacts when making approved changes.

• Follow established change-management procedures for application changes that could affect multiple users or business processes.

• Escalate high-risk, security-sensitive, or organization-wide configuration changes for appropriate review and approval.

Incident & Problem Management

• Manage assigned application incidents and service requests through resolution.

• Prioritize application issues according to business impact, clinical impact, urgency, and established IT service expectations.

• Identify recurring incidents and assist with root-cause analysis.

• Develop and document known workarounds for recurring issues when permanent resolution is not immediately available.

• Coordinate resolution of application incidents involving multiple IT systems or vendors.

• Participate in investigation of significant application outages or service disruptions.

• Assist with post-incident reviews and documentation when appropriate.

• Recommend improvements that reduce recurring application incidents and improve reliability.

Vendor Support & Escalation

• Serve as a technical point of contact for assigned application vendors.

• Open, manage, document, and track vendor support cases.

• Provide vendors with appropriate technical information necessary to investigate issues while protecting confidential and sensitive information.

• Coordinate troubleshooting sessions between users, IT personnel, and vendors.

• Test vendor-provided fixes or recommendations prior to closing incidents when appropriate.

• Escalate unresolved or recurring vendor issues to the IT Manager.

• Maintain documentation of vendor contacts, support procedures, escalation paths, and support resources.

• Assist with monitoring vendor announcements, maintenance schedules, application releases, and known issues.

Application Testing, Upgrades & Changes

• Participate in application implementations, upgrades, migrations, integrations, and configuration changes.

• Review application release information and identify potential impacts to organizational workflows or users.

• Assist with the development and execution of application testing plans.

• Perform functional testing following application upgrades or configuration changes.

• Coordinate user acceptance testing with appropriate clinical and business stakeholders when necessary.

• Document testing results, identified issues, and required remediation.

• Assist with communication and training associated with application changes.

• Provide enhanced support following major application upgrades or implementations.

• Ensure application documentation is updated following significant changes.

User Training & Adoption

• Provide application guidance to new and existing employees.

• Assist with application-related portions of employee onboarding.

• Develop user guides, quick-reference materials, FAQs, and other training resources.

• Identify recurring user questions that may indicate a need for additional training or improved documentation.

• Explain application functionality and technical concepts in clear, non-technical language.

• Promote effective and appropriate use of organizational technology applications.

Documentation & Knowledge Management

• Create and maintain application support documentation, troubleshooting procedures, configuration information, and standard operating procedures.

• Develop and maintain Helpdesk knowledge-base articles for common application issues.

• Maintain application-specific documentation including support contacts, escalation procedures, known issues, and administrative processes.

• Document recurring application problems and validated resolutions.

• Maintain accurate documentation of application workflows and technical dependencies where appropriate.

• Ensure documentation is reviewed and updated following significant application changes.

Application Inventory & Lifecycle Support

• Assist with maintaining an accurate inventory of organizational software applications, platforms, and cloud services.

• Maintain application information including system owner, vendor, purpose, support contact, licensing information, renewal information, and technical dependencies where applicable.

• Identify redundant, obsolete, unused, or unsupported applications and communicate findings to the IT Manager.

• Assist with software license assignment and reconciliation.

• Assist with application lifecycle planning, upgrades, replacement, and retirement.

• Support migration activities when organizational applications are replaced or consolidated.

Integration Support

• Assist with troubleshooting integrations between supported applications and organizational systems.

• Identify potential failures involving authentication, data synchronization, application interfaces, or vendor integrations.

• Coordinate integration troubleshooting with vendors, IT personnel, and application owners.

• Document application dependencies and integration support procedures.

• Escalate integration failures involving infrastructure, security, APIs, databases, or other advanced technologies to the appropriate technical resource.

Information Security, HIPAA & Privacy

• Follow organizational cybersecurity, HIPAA, privacy, acceptable-use, and information security requirements.

• Ensure application access and administrative activities follow established security and access-control procedures.

• Protect electronic protected health information (ePHI), employee information, credentials, and other sensitive organizational information.

• Immediately report suspected unauthorized access, inappropriate permissions, security incidents, application vulnerabilities, or other security concerns.

• Assist with remediation of application-related security or access findings.

• Support periodic access reviews, audits, and compliance activities.

• Follow established procedures when working with vendors that may access organizational systems or sensitive information.

• Maintain appropriate auditability and documentation of application administrative activities.

Process & Workflow Improvement

• Work with users to identify application-related pain points, recurring issues, and inefficient processes.

• Recommend application configuration, training, workflow, or process improvements.

• Identify opportunities to reduce manual processes through existing application capabilities or approved automation.

• Evaluate whether recurring support requests can be reduced through configuration changes, documentation, or user education.

• Communicate significant application limitations or improvement opportunities to the IT Manager.

• Participate in continuous improvement initiatives involving technology and organizational workflows.

Cross-Functional Collaboration

• Work closely with Helpdesk staff to differentiate application issues from endpoint, network, identity, and infrastructure problems.

• Provide application-specific knowledge and guidance to Helpdesk Analysts.

• Coordinate with IT leadership regarding application incidents, changes, security concerns, and improvement opportunities.

• Collaborate with clinical, operational, administrative, compliance, and other organizational teams as required.

• Maintain professional communication with users and stakeholders throughout incident resolution and application projects.

Qualifications:

Minimum Qualifications:

• Bachelor's degree in Information Technology, Information Systems, Healthcare Informatics, Business Information Systems, or related field preferred. Equivalent combination of education and relevant professional experience may be considered.

• Two (2) or more years of experience providing application, technical, Helpdesk, or information systems support.

• Experience supporting cloud-based business or clinical applications.

• Experience supporting Microsoft Windows environments.

• Experience with Microsoft 365, Google Workspace, or comparable productivity platforms.

• Experience administering user accounts, application permissions, groups, licenses, or roles.

• Experience troubleshooting software and application issues.

• Experience using an IT ticketing or service-management system.

• Strong analytical and problem-solving skills.

• Strong written and verbal communication skills.

• Ability to communicate technical information effectively to non-technical users.

• Strong attention to detail and documentation.

• Ability to manage multiple incidents, requests, and priorities.

• Ability to work effectively with end users, technical personnel, business stakeholders, and third-party vendors.

• Demonstrated commitment to customer service and user satisfaction.

Preferred Qualifications:

• Previous application-support experience within a healthcare or clinical environment.

• Experience supporting Athenahealth or comparable electronic health record/practice-management platforms.

• Experience supporting RingCentral or comparable unified communications platforms.

• Experience with Microsoft 365 and/or Google Workspace administration.

• Experience supporting healthcare scheduling, patient communication, clinical workflow, or related applications.

• Familiarity with HIPAA Privacy and Security requirements.

• Experience with identity and access management, multifactor authentication, and single sign-on.

• Experience participating in application implementations, upgrades, migrations, or integrations.

• Experience with application testing and user acceptance testing.

• Experience creating user documentation and providing technical training.

• Familiarity with application reporting, data validation, or basic data analysis.

• Familiarity with ITIL or structured IT service-management practices.

Core Competencies:

The successful IT Applications Support Specialist will demonstrate:

• Application troubleshooting and analytical thinking

• Customer service

• Technical and functional problem solving

• Business and clinical workflow awareness

• Attention to detail

• Strong documentation skills

• Security and privacy awareness

• User training and communication

• Vendor coordination

• Ownership and accountability

• Cross-functional collaboration

• Adaptability and continuous learning

• Process improvement mindset

Performance Expectations:

Performance in this position may be evaluated based on:

• Timely resolution of application incidents and service requests

• Quality and completeness of ticket and technical documentation

• Application availability and user support effectiveness

• Accuracy and timeliness of application access changes

• Reduction of recurring application incidents

• Quality of vendor case management and follow-through

• Quality of user training and support documentation

• Compliance with security, HIPAA, privacy, and access-control requirements

• Customer service and communication

• Identification and implementation of workflow and application improvements

• Successful support of application upgrades, implementations, and organizational technology initiatives

Physical and Work Environment Requirements:

• Ability to work in an office, clinical, or hybrid work environment.

• Ability to sit, stand, walk, and use standard office equipment for extended periods.

• Must be able to lift up to 50 pounds at times.

• Occasional travel may be required for training, conferences, organizational meetings, and other business-related activities.