IT Technician

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 and account lockouts
  • EMR/EHR and healthcare application access issues
  • VPN email and connectivity problems
  • Basic software and hardware troubleshooting
• Follow documented procedures knowledge base articles and internal support workflows
• 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 varying technical skill levels
• Maintain strict confidentiality and protect patient employee and organizational data in accordance with HIPAA and company policies
• Support increased ticket and call volume during peak periods system updates and special projects
• Assist with basic user account setup access changes and application support as needed

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 passwords VPN and common business applications
• Strong verbal and written communication skills
• Customer-first 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