IT Help Desk Specialist

Job Title: IT Help Desk Specialist

Location: Nashville, TN

Reports To: IT Director

Position Summary

We are seeking a mature, personable, and growth-oriented IT Help Desk Specialist to serve as the first line of support for our end users—especially our clinical providers. This is a Level 1 opportunity ideal for someone who thrives under pressure, enjoys solving problems, and takes pride in being the calming, supportive presence during stressful or high-impact IT escalations. Reporting to the IT Director, this role is critical in ensuring seamless user experiences, prompt issue resolution, and forward momentum for our internal teams.

Key Responsibilities

Serve as the first point of contact for technical support requests from staff, executives, and clinical providers.

Monitor and manage the service desk ticket queue, ensuring accurate prioritization and efficient routing of issues.

Troubleshoot a wide range of desktop, application, and network-related issues.

Provide escalation support for Level 1 Help Desk agents and determine when to involve Level 2/3 engineers.

Be a calm, composed, and empathetic voice during escalated support scenarios—particularly for providers navigating time-sensitive or high-impact IT challenges.

Set up and configure desktop hardware, software, and peripherals for new and existing users.

Create user-friendly documentation and provide ongoing end-user training to promote self-sufficiency.

Provide printer and queue management support.

Support Citrix XenApp client environment troubleshooting.

Participate in on-call support rotations and maintain mobile availability as needed.

Core Qualifications

Strong knowledge of Windows operating systems and current communication/device technologies.

Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

Familiarity with Citrix environments and remote access technologies.

Proven ability to communicate technical information to non-technical users in a friendly, professional manner.

Excellent organizational skills and the ability to manage multiple tasks with competing deadlines.

Comfortable working both independently and collaboratively in a fast-paced environment.

Prior experience supporting providers or high-touch roles is a plus.

Minimum Requirements

Bachelor’s degree or equivalent technical training.

4–5 years of experience in IT help desk or network/systems support.