Job Description
Job Description
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