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IT Support Specialist - Full-Time
About Us:
At Northwest Passage, we focus on mental health and wellness through the adoption of our PassageWay Elements: Nature, Recreation, Relaxation, Nutrition, Exercise, Relationships, Service, and Spirit. These elements are central to our approach, combining traditional mental health treatment with arts, education, nature-based therapy, and experiential opportunities. Since 1978, we've been dedicated to providing high-quality care in a community dedicated in hope, recovery, and wellness. Our facilities in Northwest Wisconsin offer a peaceful environment for our clients and staff, with easy access to activities and resources near Minneapolis, St. Paul, Duluth, and Eau Claire.
Northwest Passage proudly serves individuals from diverse backgrounds, cultures, and experiences, and we are committed to providing an environment where all feel welcomed and supported. Northwest Passage looks to build our team with candidates who demonstrate resilience, determination, collaboration, teamwork, and a strong work ethic. At Northwest Passage, you will foster hope through your involvement in the healing process. Guided by the PassageWay Elements, we strive to create a positive environment for growth and wellness for both our clients and staff.
Position Description:
The IT Support Specialist plays a critical role in maintaining the daily operation of Northwest Passage’s technology systems by providing responsive, high-quality technical support to staff. This position ensures that all users—clinical, educational, and administrative—have the tools and assistance they need to deliver services effectively. Responsibilities include resolving hardware and software issues, supporting the Electronic Health Record (EHR) system, managing devices and user accounts, and assisting with IT infrastructure improvements. The IT Support Specialist works closely with the Director of Information and Technology to uphold the organization’s technology standards, security, and compliance in a healthcare and education environment.
Responsibilities:
- Serve as the primary point of contact for staff seeking technical support across campuses.
- Diagnose and resolve issues related to hardware, software, printers, networks, and mobile devices.
- Provide timely troubleshooting and user support through in-person assistance, phone, or ticketing systems.
- Assist with onboarding/offboarding tasks including setting up workstations, configuring user accounts, and managing access rights.
- Support users in the effective use of the Electronic Health Record (EHR) system and ensure adherence to HIPAA compliance standards.
- Maintain inventory of IT equipment and ensure devices are secure, functional, and up to date.
- Document issues and resolutions to support knowledge sharing and improve response times.
- Help implement technology upgrades, software installations, and new system rollouts.
- Monitor system performance, escalate complex issues to the Director of IT or vendors, and assist in preventative maintenance.
- Educate staff on cybersecurity practices and proper use of technology tools.
- Participate in IT projects and contribute to improving the organization’s technical environment.
- Perform other duties as assigned in support of the IT department.
Qualifications:
- Associate’s degree or technical certification in Information Technology, Computer Science, or a related field preferred.
- 1–3 years of experience in an IT support role, preferably in healthcare, education, or related settings.
- Familiarity with enterprise systems such as EHR systems, HIPAA, Student Information Systems, and technology use in clinical or educational program environments is a plus.
- Strong problem-solving skills with a customer service focus.
- Ability to communicate technical information clearly to non-technical users.
- Experience with help desk tools, Windows-based systems, and common productivity applications.
- Self-motivated with the ability to prioritize tasks and manage time effectively.
Values:
In addition to responsibilities and qualifications, ideal candidates will show an understanding of and an ongoing dedication to actively applying Northwest Passage’s values, which are embedded into each role:
- Quality & Adaptability
- Respect & Compassion
- Leadership & Courage
- Connection & Well-being
Benefits of the Position:
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Time Off
- Paid Holidays
- Retirement Savings
- Short-Term Disability Insurance
- Paid Parental Leave
- Life Insurance
- Employee Assistance Program (mental health benefit)
- Longevity Benefit
- Voluntary Group Ancillary Offerings (Life and AD&D, Long-Term Disability, Accident, Critical Illness, and Hospital Indemnity Insurance)
Location:
Time will be spent on-site at our Frederic, Webster, and New Richmond, WI locations.
Northwest Passage is an equal employment opportunity employer.
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