Help Desk Specialist-Canonsburg, PA

Job Description

Job Description

Preferred Primary Care Physicians is currently recruiting for a full-time Help Desk Specialist to join the IT Department at our Central Administrative Office located in Southpointe, PA. This position will be a hybrid position with a minimum of 2 onsite days per week required. The ideal candidate will have some prior experience working n a help desk environment. Come join our team for competitive pay, fantastic benefit package including a great 401k plan, and a positive, healthy, work/life balance! Position SummaryThe Help Desk Specialist serves as the first point of contact for technical support requests from healthcare providers, office staff, and Central staff. This entry-level position provides courteous and timely support primarily by phone and email, resolves common technical issues, documents support requests, and escalates more complex issues to the appropriate IT team member or third-party service provider.Because this position supports a healthcare environment, the Help Desk Specialist is expected to understand and follow HIPAA requirements, organizational privacy and security policies, and established procedures for protecting patient and employee information.Primary Job DutiesServe as the first point of contact for IT support requests received by phone, email, and the IT ticketing system.Provide professional, customer-focused technical assistance to healthcare providers, office staff, and Central staff.Troubleshoot and resolve Tier 1 issues involving EMR applications, business software, Windows computers, laptops, mobile devices, printers, peripherals, and other supported technology.Accurately create, document, update, prioritize, and close support tickets according to established IT procedures.Perform account management functions, including user identity verification, account unlocks, password resets, and other approved access-related requests.Follow established identity verification procedures before resetting passwords, modifying accounts, or providing access to systems.Recognize issues that require escalation and route them promptly to Tier 2 support, other IT personnel, vendors, or management as appropriate.Submit and manage support requests with third-party service providers and vendors on behalf of users and assist with follow-up through resolution.Assist with the preparation, configuration, deployment, and replacement of desktop computers, laptops, monitors, mobile devices, printers, and related equipment.Assist with new computer builds and workstation deployments using established IT standards and procedures.Participate in scheduled visits to medical offices and other company locations to install, replace, troubleshoot, or retrieve IT equipment.Coordinate and assist with equipment deliveries and pickups for laptops, desktop computers, monitors, peripherals, and other IT assets.Maintain accurate inventory records for IT equipment, with particular responsibility for spare and loaner computers and related equipment.Prepare, issue, track, and receive loaner equipment and ensure equipment is returned and properly documented.Assist with equipment lifecycle activities, including receiving, labeling, inventorying, deploying, retrieving, and preparing equipment for appropriate disposal.Follow HIPAA requirements and company privacy and security policies when accessing systems or handling information that may contain Protected Health Information (PHI).Protect confidential information by following minimum-necessary access principles and established procedures for identity verification, information disclosure, workstation security, and secure handling of equipment.Immediately report suspected security incidents, privacy concerns, phishing attempts, lost or stolen equipment, or potential unauthorized access according to established procedures.Maintain clear and professional communication with users regarding ticket status, troubleshooting steps, expected next actions, and resolution.Create and maintain basic technical documentation and knowledge base articles as assigned.Participate in IT projects, equipment deployments, office moves, and other technology initiatives as needed.Perform other related IT support duties as assigned. Schedule & Work ArrangementRegular Schedule: Monday through Friday, 8:00 AM – 4:30 PM.Hybrid Work: This position is expected to work onsite a minimum of two days per week, with remaining scheduled days eligible for remote work based on departmental needs and satisfactory job performance.Additional onsite attendance may be required for equipment deployments, office visits, training, meetings, staffing needs, or other operational requirements.Employees must be able to provide effective Help Desk support and maintain appropriate confidentiality and security while working remotely.On-Call Rotation: After completion of the first 90 days of employment, the employee may become eligible to participate in the IT weekend/on-call rotation, subject to the IT Director's review and approval.On-call responsibilities may include responding to urgent support requests and escalating issues according to established procedures. Core ExpectationsThe successful Help Desk Specialist will demonstrate:Strong customer service and telephone communication skills.Patience and professionalism when assisting users with varying levels of technical experience.Basic knowledge of Windows computers, Microsoft applications, printers, mobile devices, and common office technology.Ability to learn and support healthcare and EMR applications.Ability to follow documented troubleshooting and escalation procedures.Good written communication and ticket documentation skills.Attention to detail when handling user accounts, equipment, and inventory.Understanding of the importance of HIPAA, confidentiality, cybersecurity, and appropriate handling of PHI.Ability to recognize when an issue exceeds Tier 1 responsibilities and escalate appropriately.Dependability and the ability to manage multiple support requests in a fast-paced healthcare environment.Maintain availability during assigned Help Desk hours to answer incoming support calls and respond to emails and tickets in a timely manner, except during scheduled breaks, meetings, or assigned offsite duties. Physical & Travel RequirementsAbility to lift, carry, and move computer equipment and related technology weighing up to 40 pounds, with or without reasonable accommodation.Ability to perform activities associated with workstation installation and equipment deployment, including bending, reaching, kneeling, and working under or around desks.Ability to travel to company offices and other work locations as needed to provide onsite technical support, perform equipment installations, and deliver or retrieve IT equipment.Must possess a valid driver's license and have access to dependable transportation for work-related travel between company locations.Work-related travel using a personal vehicle is reimbursed at the company-approved mileage rate, currently $0.76 per mile as of 7/1/2026.Must meet applicable company requirements for employees who drive as part of their job responsibilities.About Us:At Preferred Primary Care Physicians, preferred health care is simply our standard. Our practice was established in 1995 when a group of dedicated physicians in the South Hills came together for one common purpose: to provide the highest quality care to their patients. Their ingenuity and expertise laid the foundation for our independently owned practice, which now operates out of more than 20 locations in the greater Pittsburgh area. Our elevated level of service is supported by our team-based approach, comprehensive clinical programs, and state-of-the-art outpatient centers. From providing general primary care to managing chronic conditions, we give all of our patients the preferential treatment they deserve.Come join the team and enjoy a very competitive employee benefit package including medical, dental, vision, company paid life insurance, and 401k with competitive match.Please visit our website for more info about our company.EOE