IT Help Desk Specialist

About the position

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.

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.

Requirements

• 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.

Nice-to-haves

• associate degree in IT or related field preferred.
• 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.).