Job Description

We are seeking an IT Support Specialist to provide day-to-day technical support to clinical and administrative staff. This role supports internal users with account access, healthcare applications, EMR/EHR systems, email, VPN, connectivity, and basic hardware/software issues in a HIPAA-regulated environment.

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 / 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 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 important.

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