IT Support Specialist - Help Desk

Job Description

Job Description

21st Century Home Health Services (21HHS) is the fastest-growing home health agency in Northern California. We care for patients across San Francisco, San Mateo, Santa Clara, Santa Cruz, Alameda, Contra Costa, Solano, Napa, Yolo, Placer, El Dorado, Sacramento, Marin, and Sonoma counties.

Successful growth relies on our ability to leverage technology, systems, and data. Our dispersed workforce includes clinicians and therapists working in patients' homes, supported by teams across multiple office locations. The systems behind them are the backbone of how we operate. Every visit, care plan, schedule, and patient record runs through our platforms. Clinicians in the field need reliable mobile access, secure communication, and accurate, real-time data. Leadership relies on clean, trustworthy data to track patient outcomes, stay compliant, and plan where we expand next.

This is an onsite position, Monday through Friday. You can be based at our Burlingame headquarters, our San Jose office, or our Walnut Creek office. You'll travel as needed to support all our locations, including Sacramento and future expansion sites.

Core Responsibilities:

In this role, you'll be the go-to resource that keeps our people connected, productive, and confident with their technology. You'll make sure every new hire is set up and ready on day one, resolve issues quickly so clinicians can stay focused on patient care, and train staff to get the most from our systems. You'll also help carry out the IT initiatives that support our growth.

Key responsibilities include

IT Support & Training (Primary Focus)

• Serve as the point resource for all IT issues, responding to and resolving IT tickets and requests for staff in the field and in the office.
• Manage new hire provisioning, including setting up devices, accounts, and equipment so new employees are ready to work on day one.
• Manage system access, including granting, updating, and removing user access as employees join, change roles, or leave.
• Troubleshoot hardware, software, mobile device, and connectivity issues for a dispersed workforce.
• Provide tailored training, onboarding sessions, and resources so employees can use our technology with confidence.
• Respond to system outages or disruptions and make sure they're resolved quickly, keeping staff informed along the way.

Execute on IT Initiatives

• Partner with leadership to carry out IT initiatives aligned with organizational goals and growth strategies.
• Help implement technology solutions that improve workflows and the day-to-day experience for staff.

System Management & Optimization

• Support the installation, configuration, and maintenance of hardware, software, and network systems.
• Help keep IT systems performing reliably and ready to scale as we open new locations.

Cybersecurity & Compliance

• Apply IT security protocols and policies in daily support work, including access controls and device security.
• Assist with risk assessments, security audits, and compliance with regulations such as HIPAA.

Project Management

• • Work cross-functionally as an independent contributor on IT projects, including upgrades, migrations, and new deployments.
  • Coordinate with stakeholders to meet project goals and deadlines.

Skills & Qualifications:

To be a Success:

Required

• Proactive mindset, with the ability to identify and address needs before they become urgent, work independently, and prioritize competing requests.
• 3+ years of IT support experience, including help desk or end-user support.
• Hands-on experience with new hire provisioning, system access management, and SSO integration.
• Experience managing and resolving IT tickets and tracking requests, preferably in Salesforce.
• Experience with asset and hardware management, including setting up, tracking, and recovering devices.
• Experience delivering IT training and creating user-friendly guides and resources for non-technical staff.
• Excellent communication skills, with the ability to explain technical concepts clearly and patiently to clinicians and office staff.
• Strong problem-solving skills, with the ability to manage multiple tasks and projects at once.
• Working knowledge of IT infrastructure, networks, system administration, and cybersecurity best practices.

Preferred

• Experience supporting a rapidly growing organization with a dispersed workforce.
• Experience supporting mobile devices and remote field staff.
• Familiarity with healthcare IT systems, including EMRs, and with HIPAA compliance.
• Experience with Microsoft 365 and RingCentral.
• Experience with Salesforce administration or support.
• Experience contributing to IT projects such as upgrades, migrations, and new deployments.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.