Desktop Support Technician

Desktop Support Technician

A healthcare organization is seeking a Desktop Support Technician to provide day-to-day technical support for clinical and administrative employees. This role helps ensure staff can effectively use internal systems, healthcare applications, user accounts, and workplace technology in a HIPAA-regulated environment.

The ideal candidate is customer-focused, detail-oriented, and comfortable troubleshooting basic hardware, software, access, and connectivity issues for users with varying levels of technical experience.

Responsibilities

• Provide front-line desktop and technical support to clinical and administrative staff by phone, email, and ticketing system
• Troubleshoot common IT issues, including password resets, account lockouts, email problems, VPN access, connectivity, software errors, and basic hardware concerns
• Assist users with access to EMR/EHR systems, healthcare applications, and other internal platforms
• Follow documented procedures, knowledge base articles, and internal IT support workflows
• Accurately document support requests, troubleshooting steps, resolutions, and escalations in the ticketing system
• Escalate complex issues to senior IT staff, application teams, or IT leadership when needed
• Provide professional, patient, and helpful support to users of all technical skill levels
• Maintain confidentiality of patient, employee, and company information in accordance with HIPAA and internal security policies
• Assist with basic user setup, access changes, workstation support, and application support as needed
• Support increased ticket volume during system updates, peak periods, and special projects

Qualifications

• High school diploma or GED required
• Active HIPAA compliance training or credential required
• 1+ year of desktop support, help desk, service desk, technical support, or related IT experience preferred
• Basic understanding of Windows, Microsoft Office, email, user accounts, passwords, VPN, printers, and common business applications
• Strong verbal and written communication skills
• Customer-first mindset with the ability to stay 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

Preferred Experience

• Associate degree in Information Technology, Computer Science, or a related field
• Experience supporting users in a healthcare, clinical, medical office, or regulated environment
• Familiarity with EMR/EHR systems, healthcare applications, or clinical software
• Experience with ticketing systems, remote support tools, and IT documentation processes

Ideal Candidate

The ideal candidate is a dependable and service-oriented IT professional who enjoys helping users resolve technology issues. This person should be comfortable supporting both clinical and non-clinical staff, documenting issues clearly, and working in a fast-paced healthcare environment where privacy, accuracy, and responsiveness are important.