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IT Help Desk Specialist
2 weeks ago
A growing healthcare organization is seeking a Healthcare IT Help Desk Specialist to support clinical and administrative staff with day-to-day technology needs. This role focuses on providing high-quality technical support for electronic medical systems, user accounts, and core applications in a HIPAA-regulated environment.
Key Responsibilities
- Answer inbound help desk calls, tickets, and emails from internal users (clinical and non-clinical).
- Provide first-level support for common issues including:
- Password resets and account lockouts
- EMR/EHR and healthcare application access issues
- VPN, email, and basic connectivity problems
- Troubleshoot software and basic hardware issues following documented procedures and knowledge base articles.
- Properly document all incidents, actions taken, and resolutions in the ticketing system.
- Escalate complex issues to higher-level support or application teams as needed.
- Deliver outstanding customer service to users of all technical skill levels and backgrounds.
- Maintain strict confidentiality and protect sensitive patient and organizational data in accordance with HIPAA and security policies.
- Support increased call volumes during peak periods and special projects.
- High school diploma or GED required; associate degree in IT or related field preferred.
- MediClear Certification (or equivalent HIPAA certificate) required.
- 1+ year of IT help desk, service desk, or technical support experience preferred.
- Experience supporting users in a healthcare or clinical environment strongly preferred (EMR/EHR, clinical apps, etc.).
- Strong verbal and written communication skills with a clear, customer-first mindset.
- Ability to work from scripts, knowledge base articles, and standard operating procedures.
- Comfortable handling high call volumes and managing multiple tickets at once.
- Strong problem-solving skills and the ability to remain calm and professional under pressure.
