Information Technology (IT) Help Desk Specialist

Support clinical and administrative teams across multiple locations as an escalation-focused IT Help Desk Specialist with HIPAA-compliant support practices.

Responsibilities

• Act as the escalation point for complex tickets, resolving hardware, software, and connectivity issues that frontline support cannot address.
• Deliver remote and on-site technical assistance to clinical staff, care coordinators, billing teams, and administrators across all office locations.
• Diagnose and fix problems on Windows 10/11 and macOS endpoints, including printers, peripherals, mobile devices, and Microsoft 365 applications.
• Support telehealth video conferencing equipment and platforms used for patient sessions, including Zoom for Healthcare and Doxy.me or similar tools.
• Escalate unresolved issues to Systems Administration with thorough documentation and reproduction steps.
• Manage and prioritize the help desk ticket queue using the organization’s ITSM tooling (Fresh service, Jira Service Management, or similar).
• Meet or exceed defined SLA targets for response and resolution times, and provide proactive updates to end users on ticket status.
• Spot recurring problems, document root-cause findings, and recommend permanent fixes or workarounds to reduce ticket volume.
• Maintain the internal knowledge base with step-by-step resolution guides and FAQs for common issues.
• Produce weekly help desk metrics reports (ticket volume, first-contact resolution rate, SLA adherence) for IT leadership.
• Perform all support activities in line with HIPAA Security Rule requirements, ensuring PHI is never exposed or transmitted insecurely during troubleshooting.
• Enforce endpoint security policies, including full-disk encryption, screen lock, antivirus/EDR health, and patch compliance on supported devices.
• Process access requests and account changes in Active Directory and Azure AD, including appropriate approval documentation and timely access revocation for offboarding.
• Identify and escalate potential security incidents (phishing attempts, unauthorized access, lost or stolen devices) according to the incident response policy.
• Complete required HIPAA training annually and support end-user security awareness content.
• Support the organization’s EHR system: resolve login issues, performance problems, and workflow configuration questions.
• Assist clinicians with telehealth connectivity, camera/microphone configuration, and session quality issues, prioritizing rapid resolution to protect appointments.
• Coordinate with EHR and clinical application vendors to open and track support cases as the internal liaison between end users and the vendor.
• Support SSO and MFA enrollment for clinical staff accessing EHR and other regulated applications.
• Participate in user acceptance testing (UAT) for EHR updates, patches, and new clinical tools before production release.
• Provide consistent support across clinic locations and from home using remote access tools (for example, SplashtopAction1 or built-in OS remote assistance).
• Troubleshoot VPN connectivity, remote desktop sessions, and cloud-application access for remote and hybrid workers.
• Ship, configure, and support loaner devices for remote employees, maintaining accurate device inventory and asset assignment tracking.
• Coordinate with site leads to schedule on-site visits for hardware issues that cannot be resolved remotely.

Requirements

• 1–3 years of experience in help desk, desktop support, or IT support; preferably in healthcare, behavioral health, or another regulated environment.
• Strong troubleshooting across Windows 10/11, macOS, and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Working knowledge of Active Directory and Azure AD user administration, including group policies and MFA/Conditional Access.
• Experience with an ITSM ticketing platform and the ability to manage a high-volume queue while meeting SLAs.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, and VPN troubleshooting.
• Familiarity with HIPAA requirements as they apply to day-to-day IT support.
• Excellent written and verbal communication skills, with patience supporting non-technical clinical users under pressure.

Technologies

• Windows 10/11
• macOS
• Microsoft 365: Outlook, Teams, SharePoint, OneDrive
• Zoom for Healthcare
• Doxy.me
• Fresh service
• Jira Service Management
• HIPAA
• Active Directory
• Azure AD
• MFA, Conditional Access
• EHR
• SSO
• SplashtopAction1
• VPN, remote desktop
• TCP/IP, DNS, DHCP
• antivirus/EDR
• full-disk encryption, screen lock

Benefits

• Comprehensive medical, dental, and vision coverage effective the first of the month following hire.
• 401(k) with employer match and paid time off starting at 15 days/year, plus 10 paid holidays.
• Paid continuing education and reimbursement for industry certifications.
• Flexible hybrid schedule: primarily in-office with remote flexibility based on workload.
• Collaborative, mission-driven team with work that directly impacts patient care and clinician well-being.

Preferred

• Experience supporting an EHR platform in behavioral health, outpatient mental health, or substance use disorder settings.
• Hands-on experience with telehealth platforms and clinical video conferencing equipment.
• CompTIA A+, Network+, or Security+ certification.
• Microsoft certifications such as MD-102 Endpoint Administrator or equivalent.
• Experience with mobile device management (MDM) platforms including Microsoft Intune or Jamf.
• Bilingual (English/Spanish) is a plus.