IT Help Desk Specialist

Job Description

Job Description

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 will assist internal users with account access, healthcare applications, EMR/EHR systems, email, VPN, connectivity, and basic hardware/software issues while maintaining strict confidentiality and HIPAA compliance.

The ideal candidate has strong customer service skills, basic IT troubleshooting experience, and the ability to communicate clearly 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 and account lockouts
  • EMR/EHR and healthcare application access issues
  • VPN, email, and basic connectivity problems
  • Software and basic 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
• Deliver professional, patient, and customer-focused support to users of all technical skill levels
• Maintain strict confidentiality and protect patient, employee, and organizational data in accordance with HIPAA and company policies
• Support increased ticket or 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

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 help desk professional who enjoys helping users solve 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 essential.