IT Help Desk Specialist - WFH
About the Role
We are seeking an IT Help Desk Specialist to provide day-to-day technical support to clinical and administrative staff in a healthcare environment. The role focuses on resolving common technology issues involving account access, EMR/EHR systems, healthcare applications, email, VPN, connectivity, and basic hardware and software troubleshooting. The ideal candidate has basic IT troubleshooting experience, strong customer service skills, and the ability to communicate clearly with users at all technical skill levels. This position requires attention to detail, professionalism, and a strong commitment to protecting confidential information.
Key Responsibilities
Respond to inbound help desk calls, tickets, and emails from clinical and administrative staff. Provide first-level technical support for password resets, account lockouts, EMR/EHR access, healthcare applications, VPN, email, connectivity, software, and basic hardware issues. Follow documented procedures, knowledge base articles, and internal support workflows to troubleshoot and resolve technical problems. Document incidents, troubleshooting steps, actions taken, and resolutions accurately in the ticketing system. Escalate complex technical issues to higher-level support, application teams, or IT leadership when necessary. Provide patient, professional, and customer-focused assistance to users with varying levels of technical knowledge. Assist with basic user account setup, access changes, and application support. Help manage increased ticket and call volumes during peak periods, system updates, and special projects. Maintain strict confidentiality and protect patient, employee, and organizational information in accordance with HIPAA requirements and company policies.
Required Qualifications
High school diploma or GED. Active HIPAA compliance credential or completed HIPAA training. Basic understanding of Windows, email, user accounts, password resets, VPN, and common business applications. Strong verbal and written communication skills. Customer-focused approach and ability to remain calm and professional under pressure. Strong attention to detail and accurate documentation skills. Ability to handle confidential information with professionalism and discretion.
Preferred Qualifications
At least 1 year of experience in IT help desk, service desk, technical support, or a related area. 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 dependable, service-oriented, and enjoys helping users resolve technical problems. They should be comfortable supporting clinical and non-clinical staff, documenting issues clearly, and working in a fast-paced healthcare environment where privacy, accuracy, and responsiveness are essential.