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 compa...