IT Technician

Job Description

Key Responsibilities

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 connectivity problems

Basic software and 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

Provide professional, patient, and customer-focused support to users of varying technical skill levels

Maintain strict confidentiality and protect patient, employee, and organizational data in accordance with HIPAA and company policies

Support increased ticket and call volume during peak periods, system updates, and special projects

Assist with basic user account setup, access changes, and application support as needed

Required Qualifications

High school diploma or GED required

Active HIPAA compliance credential or 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

Full-time