Desktop Support Technician

Desktop Support Technician

A healthcare organization is seeking a Desktop Support Technician to provide day-to-day technical support for clinical and administrative employees. This role helps ensure staff can effectively use internal systems healthcare applications user accounts and workplace technology in a HIPAA-regulated environment.

The ideal candidate is customer-focused detail-oriented and comfortable troubleshooting basic hardware software access and connectivity issues for users with varying levels of technical experience.

Responsibilities

• Provide front-line desktop and technical support to clinical and administrative staff by phone email and ticketing system
• Troubleshoot common IT issues including password resets account lockouts email problems VPN access connectivity software errors and basic hardware concerns
• Assist users with access to EMR/EHR systems healthcare applications and other internal platforms
• Follow documented procedures knowledge base articles and internal IT support workflows
• Accurately document support requests troubleshooting steps resolutions and escalations in the ticketing system
• Escalate complex issues to senior IT staff application teams or IT leadership when needed
• Provide professional patient and helpful support to users of all technical skill levels
• Maintain confidentiality of patient employee and company information in accordance with HIPAA and internal security policies
• Assist with basic user setup access changes workstation support and application support as needed
• Support increased ticket volume during system updates peak periods and special projects

Qualifications

• High school diploma or GED required
• Active HIPAA compliance training or credential required
• 1 year of desktop support help desk service desk technical support or related IT experience preferred
• Basic understanding of Windows Microsoft Office email user accounts passwords VPN printers and common business applications
• Strong verbal and written communication skills
• Customer-first mindset with the ability to stay 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 Experience

• Associate degree in Information Technology Computer Science or a related field
• Experience supporting users in a healthcare clinical medical office or regulated environment
• Familiarity with EMR/EHR systems healthcare applications or clinical software
• Experience with ticketing systems remote support tools and IT documentation processes

Ideal Candidate

The ideal candidate is a dependable and service-oriented IT professional who enjoys helping users resolve technology issues. 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.