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 connectivity problems
Basic software and 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
Provide professional, patient, and customer-focused support to users of varying technical skill levels
Maintain strict confidentiality and protect patient, employee, and organizational data in accordance with HIPAA and company policies
Support increased ticket and 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
