IT Support Specialist

The Company

Omega Hospital is a specialty surgical hospital in Metairie, Louisiana. Our team is committed to delivering excellent patient care and service, and our IT Support Specialist plays a key role in keeping our staff connected, secure, and productive every day. This is a great opportunity to build hands-on IT experience in a healthcare setting while working alongside a supportive leadership team and our managed IT partners.

General Purpose

The IT Support Specialist provides first-line technical support to staff, resolving day-to-day issues with email, logins, devices, and software. This role serves as the on-site point of contact for IT requests and coordinates with the company's managed IT provider and technology vendors on issues that require escalation.

Essential Responsibilities

• Serve as the first point of contact for staff IT requests in person, by phone, and by email, including email issues, login problems, password resets, and account lockouts.
• Set up, update, and deactivate user accounts and system access (e.g., Microsoft 365, email, and business applications) for new hires, role changes, and separations, following established access procedures.
• Troubleshoot and resolve issues with workstations, laptops, printers, phones, and other peripherals.
• Set up and configure new computers and devices, and install approved software and updates.
• Assist staff with basic access and log-in issues for clinical and business systems, escalating application issues to the appropriate vendor.
• Log, track, and document IT requests and resolutions so issues are followed through to completion.
• Escalate network, server, and security issues to the managed IT provider, and coordinate vendor and on-site service visits.
• Follow HIPAA privacy and security practices, and promptly report suspected security incidents, such as phishing emails or lost devices.
• Maintain an inventory of IT equipment and assigned devices.
• Create simple how-to guides and help train staff on basic IT tools and processes.
• Performs other duties as assigned.

Knowledge, Skills, & Abilities

• Customer service mindset, with patience and professionalism when helping non-technical users.
• Working knowledge of Windows and Microsoft 365 (Outlook, Teams, OneDrive), including account and password management.
• Basic understanding of computer hardware, printers, and network connectivity.
• Strong troubleshooting skills and the ability to clearly explain technical issues and next steps.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Organized and dependable, with the ability to manage multiple requests and prioritize urgent issues.
• Willingness to learn new systems and work independently with guidance from leadership and IT partners.
• CompTIA A+ or similar entry-level IT certification preferred.

Education & Experience

• High school diploma or GED required.
• Associate degree, technical certificate, or coursework in information technology preferred.
• 0-2 years of help desk, technical support, or related experience; internships, coursework, or hands-on experience will be considered.
• Experience in a healthcare or office environment is a plus.

Physical Demands & Work Environment

• Ability to remain in a stationary position (e.g., sitting or standing) for extended periods.
• Ability to move about to perform job duties (e.g., walking, bending, reaching, kneeling, and working under desks to access equipment).
• Ability to lift and carry items up to 30 lbs, such as computers and printers.
• Ability to operate standard office equipment (e.g., computer, phone, copier).
• Ability to communicate effectively in person, by phone, and in writing.