IT Support Technician

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.