IT Support Analyst

Wall Residences provides residential support to individuals ages five through 90+ with a diagnosis of an intellectual disability, mental illness, and/or other developmental disabilities. Our mission is to support people in living meaningful and fulfilling lives through a Person-Centered Practices approach—focusing on what matters most to each individual, including relationships, goals, and community engagement.

Position Overview

We are looking for a full-time, experienced IT Support Analyst to join our tech-savvy team based in Madison Heights, VA, with the option of working from our Richmond, VA office. This position will be hybrid, combining both in-office and remote work. The final schedule (e.g., 3 days in office, 2 days remote) will be determined during the onboarding process.

This role will play a key part in supporting and optimizing Wall Residences’ Electronic Health Record (EHR) system, with a focus on:

• Documentation workflows
• Billing & Reporting processes
• Data accuracy and compliance

You'll support system configuration, upgrades, provider support, and help improve overall efficiency and reliability of our EHR and related infrastructure.

Key Responsibilities

• Provide day-to-day support for the EHR platform (e.g., Credible)
• Troubleshoot system and billing issues and support data imports and reconciliations
• Collaborate with IT, billing, and operations teams on workflow improvements
• Assist with EHR configuration, upgrades, and  training
• Provide hardware/software support and manage IT assets
• Support data entry, documentation tools, and automation efforts
• Participate in special IT projects as needed

Minimum Qualifications

• Enthusiastic about IT with a passion for helping others and solving problems
• Solid understanding of:
• Microsoft Windows
• Microsoft Office 365 (Excel, SharePoint, Teams)
• General IT infrastructure
• Familiarity with:
• EHR systems
• Billing workflows
• Information security
• Basic understanding or interest in AI tools and automation (e.g., Microsoft Copilot, ChatGPT)
• Strong communication skills and ability to work across teams and with vendors
• Ability to manage multiple priorities independently and maintain confidentiality
• Willingness to travel locally across Virginia for onsite support
• Associate’s Degree required (any field)
• 3–5 years of IT support experience
• Must have reliable transportation

Preferred Qualifications

• Experience supporting EHR systems
• Understanding of HIPAA and healthcare data privacy standards
• Familiarity with DBHDS, DMAS, and Human Rights guidelines
• Experience with standard operating procedures (SOPs) in IT
• Background in community intellectual disability services or person-centered support
• Knowledge of how AI tools can support documentation, data review, and automation

Benefits & Work Culture

Wall Residences is a 100% employee-owned company that offers a positive work environment and a competitive benefits package that is designed to promote health and financial security for you and your family. This package includes a company-sponsored health and dental plan, a Health Savings Account (HSA), group and voluntary life insurance, a vision plan, company-paid short- and long-term disability coverage, a 401(k) plan, Employee Stock Ownership Plan (ESOP), an Employee Assistance Program (EAP), education assistance and wireless discounts with Verizon. Employees are also provided with generous time off and holiday schedules.

All employment is subject to reference checks and an acceptable criminal background check.

Wall Residences employees are mandated reporters of abuse and neglect for individuals with disabilities.

Wall Residences is an Equal Opportunity Employer (EOE/M/F/D/V) and a Drug-Free Workplace.

Application Instructions

To be considered, you must submit both a resume and a cover letter. Applications without a cover letter will not move forward in the hiring process.

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