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 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.