IT Help Desk Specialist

Key Responsibilities: Respond to inbound help desk calls, tickets, and emails from clinical and administrative staff. Provide first-level technical support for common IT issues, including password resets, account lockouts, EMR/EHR access issues, healthcare application support, VPN, email, connectivity, software, and basic hardware problems. Follow documented procedures, knowledge base articles, and internal support workflows to troubleshoot and resolve user issues. Accurately document incidents, troubleshooting steps, actions taken, and resolutions in the ticketing system. Escalate complex technical issues to higher-level support, application teams, or IT leadership as needed. Provide professional, patient, and customer-focused support to users of all technical skill levels. Assist with basic user account setup, access changes, and application support as needed. Support increased ticket or call volume during peak periods, system updates, and special projects. Maintain strict confidentiality and protect patient, employee, and organizational data in accordance with HIPAA and company policies.

Required Qualifications: High school diploma or GED required. Active HIPAA compliance credential or training required. 1+ year of IT help desk, service desk, technical support, or related experience preferred. Basic understanding of Windows, email, user accounts, password resets, VPN, and common business applications. Strong verbal and written communication skills. Customer-focused mindset with the ability to remain calm, professional, and helpful under pressure. Strong attention to detail and ability to accurately document support activity. Ability to handle confidential information with professionalism and discretion.

Preferred Qualifications: Associate degree in Information Technology, Computer Science, or a related field. Experience supporting users in a healthcare, clinical, medical office, or regulated environment. Experience with EMR/EHR systems, healthcare applications, or clinical software. Familiarity with ticketing systems, remote support tools, and IT documentation processes.

Ideal Candidate: The ideal candidate is a dependable, service-oriented IT professional who enjoys helping users solve technical problems. This person should be comfortable supporting both clinical and non-clinical staff, documenting issues clearly, and working in a fast-paced healthcare environment where privacy, accuracy, and responsiveness are important.