IT Technician

IT Help Desk Support SpecialistKey ResponsibilitiesRespond to inbound help desk calls, tickets, and emails from clinical and administrative staffProvide first-level technical support for common IT issues, including:Password resets and account lockoutsEMR/EHR and healthcare application access issuesVPN, email, and connectivity problemsBasic software and hardware troubleshootingFollow documented procedures, knowledge base articles, and internal support workflowsAccurately document incidents, troubleshooting steps, actions taken, and resolutions in the ticketing systemEscalate complex technical issues to higher-level support, application teams, or IT leadership as neededProvide professional, patient, and customer-focused support to users of varying technical skill levelsMaintain strict confidentiality and protect patient, employee, and organizational data in accordance with HIPAA and company policiesSupport increased ticket and call volume during peak periods, system updates, and special projectsAssist with basic user account setup, access changes, and application support as neededRequired QualificationsHigh school diploma or GED requiredActive HIPAA compliance credential or training required1+ year of IT help desk, service desk, technical support, or related experience preferredBasic understanding of Windows, email, user accounts, passwords, VPN, and common business applicationsStrong verbal and written communication skillsCustomer-first mindset with the ability to remain calm, professional, and helpful under pressureStrong attention to detail and ability to accurately document support activityAbility to handle confidential information with professionalism and discretion