IT Help Desk Specialist

We are seeking an IT Help Desk Specialist to provide day-to-day technical support to clinical and administrative staff in a healthcare environment. This role supports internal users with common technology issues including account access EMR/EHR systems healthcare applications email VPN connectivity and basic hardware/software troubleshooting.

The ideal candidate has strong customer service skills basic IT troubleshooting experience and the ability to communicate clearly and professionally with users of all 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 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.