IT Support Specialist

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.

• 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

• 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

• 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

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.