Job Description
JOB SUMMARY
Working under the supervision of the Manager of IT Infrastructure or designee, the User Support Specialist is responsible for the administration of user accounts and access across enterprise systems throughout the full identity lifecycle. This position serves as the primary point of contact for access requests, new hire provisioning, role changes, and terminations. The User Support Specialist ensures that access is granted in accordance with established security policies, least privilege principles, and regulatory requirements applicable to a healthcare environment. This role works closely with IT, Human Resources, department managers, and application owners to fulfill provisioning requests accurately and in a timely manner.
Provides technical support to all system users via phone, remote access, and/or in-person visits. Identifies, researches and resolves technical problems and refers unresolved issues to engineering/development staff as needed. Identifies gaps in user knowledge and provides system training as appropriate.
Processes user provisioning requests across multiple platforms including Active Directory, Microsoft Entra ID, Epic EHR, and other enterprise applications. Enters requests into the ticketing system, verifies requestor authorization, and fulfills or escalates as appropriate. Maintains accurate records of access assignments and supports periodic access reviews and audits.
ESSENTIAL FUNCTIONS
User Provisioning and Account Management
- Processes new hire, transfer, role change, and termination access requests in accordance with established workflows and service level standards.
- Creates, modifies, disables, and removes user accounts across Active Directory, Microsoft Entra ID, Microsoft 365, Epic EHR, and other enterprise and clinical systems.
- Assigns and revokes application access, security group memberships, and role-based permissions in alignment with least privilege principles and department-approved access matrices.
- Coordinates with Human Resources and department managers to verify employment status and authorization prior to provisioning or modifying access.
- Enters appropriate access request tickets into all applicable user access, support desk, or other ticketing systems on behalf of staff as required.
- Processes password reset and account unlock requests in accordance with department policy and identity verification procedures.
Ticketing and Documentation
- Enters all provisioning requests into the support desk ticketing system; documents actions taken, approvals received, and resolution details for each request.
- Maintains accurate and up-to-date records of user access assignments to support audit readiness and access review processes.
- Tracks open requests to ensure timely resolution in accordance with service level agreements; escalates unresolved or complex issues to appropriate IT staff or management.
- Contributes to the development and maintenance of provisioning procedures, knowledge base articles, and user-facing documentation.
Security and Compliance
- Adheres to information security policies, HIPAA requirements, and CCH access control standards when handling sensitive access and identity data.
- Participates in periodic user access reviews and audit activities by providing accurate access records and supporting remediation of identified exceptions.
- Identifies and escalates potential security concerns related to access requests, policy violations, or anomalous provisioning patterns.
- Maintains confidentiality of employee, patient, and organizational data encountered in the course of provisioning activities.
Collaboration and Customer Service
- Communicate effectively with requesters, department managers, Human Resources, and application owners to clarify access needs and ensure accurate fulfillment.
- Provides basic end-user guidance on access request procedures and self-service tools.
- Develops positive working relationships with all departments, managers, physicians, and staff at CCH.
- Demonstrates personal commitment to the principles, values, and ethics of the organization and department while complying with the hospital's corporate compliance program including, but not limited to, the Code of Conduct, laws and regulations, and hospital policies and procedures.
- Must be free from governmental sanctions involving health care and/or financial practices.
- Comply with the hospital's Corporate Compliance Program including, but not limited to, the Code of Conduct, laws and regulations, and hospital, department and clinic policies and procedures.
- Other duties as assigned.
- This list is non-exhaustive.
JOB
Qualifications
- Education, Training, Experience:
- Education: Technical certificate or associate degree from an accredited institution preferred.
- Licenses: None
- Certifications: CompTIA A+, Security+, or relevant identity/access management certification preferred. See Cardiopulmonary Resuscitation Certification Policy and Certifications/Education Requirements Policy.
- Experience: Prior experience in an IT support, help desk, or user administration role preferred. Experience with Active Directory, Microsoft Entra ID, or Microsoft 365 user administration preferred. Familiarity with Epic EHR user provisioning a plus.
Schedule
Campbell County Health includes Campbell County Memorial Hospital, a 90-bed acute care, community hospital; Campbell County Medical Group with nearly 20 clinics; The Legacy Living & Rehabilitation Center long-term care center and the Powder River Surgery Center. We are certified as an Area Trauma Hospital by the State of Wyoming. Almost 80 physicians, physician assistants and nurse practitioners in over 20 specialties are committed to your wellbeing right here at home. If you haven’t visited us lately, we urge you to get to know us again. Our physicians, nurses and staff are committed to giving you the very best experience possible.
Awards
American College of Cardiology NCDR ACTION Registry Silver Award
Campbell County Health (CCH) has received the American College of Cardiology’s NCDR ACTION Registry Silver Performance Achievement Award for 2017. CCH is one of only 105 health care organizations nationwide to receive the honor.
American Heart Association’s Mission: Lifeline® EMS Bronze Level Recognition Award
Campbell County Health's Emergency Medical Services department earned the 2016 American Heart Association’s Mission: Lifeline® EMS Bronze Level Recognition Award for implementing improved measures for treating patients who experience severe heart attacks. Every year, more than 250,000 people experience a ST-elevation myocardial infarction (STEMI), a type of heart attack caused by a complete blockage of blood flow to the heart that requires timely treatment. The EMS recognition program recognizes emergency responders for their efforts in improving STEMI systems of care and improving the quality of life for these patients.
CMS HCAHPS Star Rating
The Centers for Medicare and Medicaid Services (CMS) released their first HCAHPS Star Rating for hospitals in July for the period October 1, 2014-September 30, 2015. The Star ratings were developed to provide consumers an easy way to compare hospitals and spotlight excellence in healthcare quality. Campbell County Memorial Hospital achieved 4 stars out of 5 for inpatient experience. Overall, CCMH received a 3-star ranking, which reflects quality of care and patient experience together.
National Rural Health Association
Campbell County Health’s Campbell County Memorial Hospital (CCMH) was named one of the Top 20 Rural Community Hospitals in the country in 2017. The Top 20 Rural Community Hospitals, including CCMH, scored best among Prospective Payment System hospitals on iVantage Health Analytics’ Hospital Strength Index™. The rankings were recently announced by the National Rural Health Association (NRHA).
