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