Opsam Health

Job Description (ONSITE ONLY)

Position Title

IT Systems Administrator / Onsite IT Support Specialist

Department

Information Technology / Administration (ONSITE)

Reports To

Chief Executive Officer, Chief Operating Officer, or designee

Works Closely With

Abacus, Opsam’s outsourced IT vendor; clinic leadership; HR; Compliance; Operations; providers and staff

FLSA Status

Exempt (ONSITE)

Work Location

Primarily onsite, with travel between Opsam Health clinic and administrative locations as needed. (ONSITE WORK NOT REMOTE)

Position Summary

The IT Systems Administrator / Onsite IT Support Specialist is responsible for providing hands-on technology support across Opsam Health’s outpatient healthcare sites. This role serves as the primary onsite IT resource for staff, providers, contractors, and leadership while working closely with Abacus, Opsam’s outsourced IT vendor, for escalated support, infrastructure management, cybersecurity, network administration, and strategic IT projects.

This position supports daily clinic operations by ensuring that computers, phones, printers, scanners, fax workflows, network connectivity, user accounts, Microsoft 365, access permissions, and other technology systems function reliably and securely. The role is especially important in a healthcare environment where downtime can affect patient care, scheduling, documentation, billing, compliance, and patient experience.

Essential Duties and Responsibilities

Help Desk and End-User Support

Respond to IT support requests from staff, providers, contractors, and leadership in a timely, professional, and service-oriented manner.
Provide onsite and remote troubleshooting for desktops, laptops, printers, scanners, phones, mobile devices, Microsoft 365, network connectivity, shared drives, and other user-facing systems.
Prioritize issues that affect patient care, clinic flow, registration, scheduling, clinical documentation, referrals, billing, phones, and access to the electronic health record.
Track, document, resolve, and escalate tickets appropriately, including coordination with Abacus when vendor-level support is needed.
Provide basic user training and guidance to staff on common IT systems, secure use of technology, password practices, printing/scanning, phones, and approved workflows.

User Account Administration and Access Management

Create, modify, and deactivate user accounts in coordination with HR, Compliance, department managers, and Abacus.
Support IT onboarding and offboarding processes for employees, contractors, students, temporary staff, and terminated users.
Administer or coordinate access to Microsoft 365, Active Directory, shared drives, security groups, distribution lists, phone systems, and other approved systems.
Help ensure timely termination of access when staff separate from the organization or change roles.
Support role-based access practices consistent with HIPAA, minimum necessary access, and Opsam policies.

Hardware, Software, and Device Management

Prepare, image, configure, deploy, and maintain laptops, desktops, monitors, docking stations, printers, scanners, phones, and other IT equipment.
Coordinate workstation setup for new employees and clinic locations.
Install and configure approved software, updates, security tools, and peripheral devices.
Maintain an accurate inventory of IT equipment, assigned devices, spare equipment, retired devices, and equipment needing replacement.
Assist with equipment lifecycle planning, including refresh needs, warranty tracking, secure disposal, and replacement recommendations.

Network, Systems, and Infrastructure Support

Provide first-line support for local network issues, Wi-Fi, switches, access points, cabling, firewall connectivity, and internet outages.
Coordinate with Abacus on network administration, firewall configuration, VPN, backup internet circuits, WAN connectivity, cybersecurity tools, server issues, and advanced system administration.
Assist with Microsoft 365 administration, Active Directory organization, Group Policy support, file share access, NTFS permissions, and security group maintenance, within the access level authorized by Opsam and Abacus.
Support secure remote access systems, multifactor authentication tools such as Duo, and other identity/access systems.
Assist in troubleshooting cloud-based VoIP systems, call routing, auto-attendants, fax lines, and phone workflows.
Participate in IT projects such as site openings, clinic moves, device refreshes, network upgrades, phone system updates, and system migrations.

Healthcare Operations and Clinical System Support

Provide technology support for outpatient clinic operations, including registration, scheduling, clinical documentation, telehealth, referrals, billing, scanning, printing, faxing, and patient communication workflows.
Assist users with basic access and device-related issues affecting the electronic health record, practice management system, patient portal, kiosks, and other healthcare applications.
Coordinate with Abacus, software vendors, and internal leadership for escalated EMR, phone, fax, network, or workflow-related issues.
Support EMR-integrated fax workflows, scanning workflows, printer mapping, shared folders, and other systems that affect clinical documentation and patient care.
Assist with technology setup for new providers, care teams, administrative staff, and specialty services.

Security, Compliance, and Documentation

Support HIPAA-compliant technology practices, including secure access, password hygiene, MFA, device protection, appropriate permissions, and secure handling of patient information.
Assist with cybersecurity readiness activities, including user education, phishing awareness, access review, device encryption, patching coordination, endpoint protection, and incident reporting.
Report suspected security incidents, phishing attempts, lost/stolen devices, inappropriate access, malware, or unusual system activity promptly to leadership, Compliance, and Abacus.
Maintain clear documentation of IT procedures, system configurations, access workflows, onboarding/offboarding steps, vendor contacts, equipment inventory, and recurring troubleshooting procedures.
Assist with IT documentation needed for audits, risk assessments, compliance reviews, cyber insurance, HRSA-related readiness, and operational continuity.

Vendor and Project Coordination

Serve as the onsite liaison between Opsam staff and Abacus for day-to-day IT needs.
Escalate issues to Abacus with clear documentation, urgency level, affected users/sites, troubleshooting already completed, and operational impact.
Follow up on escalated tickets to ensure timely resolution.
Coordinate with vendors for phones, internet service providers, fax systems, printers/copiers, software platforms, security tools, and other technology services.
Assist leadership with IT planning for new sites, renovations, staffing growth, equipment needs, and technology improvement projects.

Required Qualifications

High school diploma or equivalent required; associate degree, bachelor’s degree, technical program completion, or equivalent experience in information technology preferred.
Minimum of 2-4 years of experience in IT support, systems administration, desktop support, help desk, network support, or similar technical role.
Experience supporting a multi-site organization strongly preferred.
Experience in healthcare, outpatient clinics, FQHCs, medical groups, behavioral health, dental, or other regulated environments preferred.
Working knowledge of Microsoft 365, Windows desktop administration, Active Directory, user account management, shared drive permissions, printer/scanner support, and basic networking.
Ability to troubleshoot common hardware, software, network, phone, printer, scanner, and user access issues.
Ability to work professionally with clinical and non-clinical staff in a busy healthcare environment.
Strong customer service, communication, documentation, and problem-solving skills.
Ability to prioritize urgent issues affecting patient care, clinic flow, phones, registration, scheduling, or EMR access.
Ability to maintain confidentiality and comply with HIPAA and organizational security policies.
Valid California driver’s license, reliable transportation, and ability to travel between Opsam Health sites as needed.

Preferred Qualifications

CompTIA A+, Network+, Security+, Microsoft, Cisco, Fortinet, Meraki, ITIL, or related certifications.
Experience with Duo or other multifactor authentication platforms.
Experience with Fortigate, Cisco Meraki, hosted VoIP systems, Microsoft 365 administration, Group Policy, NTFS permissions, and Windows Server environments.
Experience supporting electronic health record systems, practice management systems, patient portals, kiosk workflows, fax integrations, and clinical operations.
Experience coordinating with outsourced managed service providers or external IT vendors.
Experience with cybersecurity best practices, incident response, access reviews, endpoint protection, backups, and disaster recovery.
Experience developing IT workflows, standard operating procedures, onboarding/offboarding checklists, and user support documentation.

Knowledge, Skills, and Abilities

Strong service orientation and ability to support users with varying levels of technical skill.
Ability to communicate technical issues in plain language.
Strong attention to detail when creating accounts, assigning permissions, documenting tickets, and handling equipment.
Ability to work independently while knowing when to escalate to Abacus or leadership.
Ability to manage multiple competing priorities across clinical and administrative sites.
Understanding of the importance of uptime, reliability, privacy, and security in a healthcare environment.
Ability to maintain calm and professional communication during urgent technology interruptions.
Ability to identify recurring issues and recommend process improvements.

Physical Requirements

Ability to sit, stand, walk, bend, reach, and move between clinic areas.
Ability to lift and carry IT equipment such as laptops, desktops, monitors, printers, phones, and network equipment, generally up to 25-50 pounds with assistance as needed.
Ability to work at desks, under workstations, in network closets, and other areas where equipment is located.
Ability to use a computer, phone, keyboard, and standard office equipment for extended periods.

Work Environment

This position works primarily onsite in outpatient healthcare and administrative settings. The role may require travel between Opsam Health locations, occasional after-hours work for urgent issues, planned maintenance, system upgrades, site moves, or go-live support. The position interacts frequently with providers, clinical staff, front desk staff, billing staff, leadership, vendors, and outsourced IT support.