IT Help Desk Specialist - Remote Work
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. This role focuses on assisting internal users with account access, EMR/EHR systems, healthcare applications, email, VPN, connectivity, and basic hardware and software issues. The ideal candidate has basic IT troubleshooting experience, strong customer service skills, and the ability to communicate clearly with users at different levels of technical knowledge. A professional approach, attention to detail, and respect for patient and organizational privacy are essential.
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 issues, healthcare applications, VPN, email, connectivity, software, and basic hardware problems. Follow documented procedures, knowledge base articles, and internal support workflows to troubleshoot and resolve user issues. 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 as needed. Provide professional, patient, and customer-focused assistance to users of all technical skill levels. Assist with basic user account setup, access changes, and application support as needed. 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 training. At least 1 year of IT help desk, service desk, technical support, or related experience preferred. 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, professional, and helpful under pressure. Strong attention to detail and ability to document support activities accurately. 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 Profile The ideal candidate is a dependable, service-oriented IT professional who enjoys helping users resolve technical problems. They 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.