IT Help Desk Specialist

About the Role

We are seeking an IT Help Desk Specialist to provide day-to-day technical support to clinical and administrative staff in a healthcare environment. The role focuses on resolving common technology issues involving account access, EMR/EHR systems, healthcare applications, email, VPN, connectivity, and basic hardware and software troubleshooting. The ideal candidate has a customer-focused approach, basic IT troubleshooting experience, and the ability to communicate clearly and professionally with users of varying technical skill levels.

Key Responsibilities

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

Qualifications

• High school diploma or GED.
• Active HIPAA compliance credential or training.
• Basic understanding of Windows, email, user accounts, password resets, VPN, and common business applications.
• Strong verbal and written communication skills.
• Customer-focused approach with the ability to remain calm, professional, and helpful under pressure.
• Strong attention to detail and the ability to document support activities accurately.
• Ability to handle confidential information with professionalism and discretion.

Preferred Qualifications:

• At least one year of experience in IT help desk, service desk, technical support, or a related field.
• Associate degree in Information Technology, Computer Science, or a related discipline.
• Experience supporting users in healthcare, clinical, medical office, or other regulated environments.
• 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 resolve technical problems. They should be comfortable supporting clinical and non-clinical staff, documenting issues clearly, and working in a fast-paced healthcare environment where privacy, accuracy, and responsiveness are essential.