We are a Software and IT staffing agency in search of a Help Desk Support Specialist for one of clients. This client is a leading healthcare technology solutions provider, dedicated to ensuring seamless IT operations within hospitals, clinics, and medical research facilities. They specialize in supporting electronic health records (EHR) systems, network security, medical software integration, and IT compliance with HIPAA and HITECH regulations.
As a Help Desk Support Specialist, you will provide technical support for mission-critical healthcare IT systems, troubleshoot complex issues, and ensure fast, secure, and reliable IT services for medical professionals and administrative staff. You will work directly with healthcare teams, IT administrators, and security personnel to maintain the integrity and efficiency of healthcare applications and medical technology infrastructure.
Typical Duties and Responsibilities
Technical Support & IT Help Desk Services
- Serve as a Tier 1/Tier 2 support specialist, handling IT service requests, troubleshooting tickets, and resolving end-user issues.
- Diagnose and resolve hardware, software, and network connectivity problems in healthcare environments.
- Provide support for Microsoft Windows, macOS, and Linux-based workstations used in hospitals and clinics.
- Assist with password resets, account management, and Active Directory administration.
- Support virtual desktop infrastructures (VDI), Citrix environments, and remote access solutions (VPN, MFA authentication, and cloud-hosted applications).
Healthcare IT & EHR System Support
- Troubleshoot and provide technical assistance for electronic health record (EHR) and practice management systems, such as Epic, Cerner, Meditech, NextGen, and Allscripts.
- Ensure HIPAA, HITECH, and PHI (Protected Health Information) compliance in all IT-related support operations.
- Provide end-user training and technical guidance on medical software applications, data security policies, and secure IT practices.
- Assist in maintaining healthcare IT security policies, data access controls, and encryption protocols to safeguard patient information.
Network & System Administration Assistance
- Support Active Directory (AD) administration, including group policy management, user provisioning, and role-based access controls (RBAC).
- Monitor network performance, connectivity issues, and cloud-based infrastructure, escalating complex problems to senior IT engineers.
- Assist in maintaining VoIP phone systems, hospital paging systems, and secure messaging platforms.
- Collaborate with cybersecurity teams to implement firewall rules, intrusion detection/prevention systems (IDS/IPS), and endpoint protection tools.
IT Service Management (ITSM) & Ticketing Support
- Manage and track IT service requests using ITSM platforms like ServiceNow, SolarWinds, or ManageEngine.
- Document troubleshooting steps, solutions, and best practices in the knowledge base for future reference.
- Escalate unresolved issues to network engineers, system administrators, or third-party vendors, ensuring timely resolution.
Education
- Associate’s or Bachelor’s Degree in Information Technology, Computer Science, or a related field preferred.
- Equivalent work experience or technical certifications may be considered in place of a degree.
Required Skills and Experience
- 3-7+ years of experience in help desk support, IT technical support, or IT service management.
- Strong knowledge of EHR/EMR systems such as Epic, Cerner, Meditech, NextGen, or Allscripts.
- Hands-on experience troubleshooting Microsoft Windows, Office 365, and cloud-based applications.
- Proficiency in Active Directory administration, password management, and basic networking concepts.
- Knowledge of HIPAA compliance, data security protocols, and healthcare IT best practices.
- Experience working with ticketing systems, incident response workflows, and IT asset management tools.
- Ability to troubleshoot remote access solutions (VPN, Citrix, VDI) and multi-factor authentication (MFA) security measures.
- Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users.
Preferred Qualifications
- CompTIA A+, Network+, Security+ certifications or equivalent.
- Microsoft Certified: Azure Fundamentals or MCSA: Windows Server.
- ITIL certification or experience with IT Service Management (ITSM) best practices.
- Experience with medical device IT support, IoT connectivity, or PACS imaging systems.
- Knowledge of Linux environments and automation scripting (PowerShell, Bash, Python).
