JOB DESCRIPTION

JOB TITLE:            IT Help Desk Technician

DEPARTMENT:      Information Technology

REPORTS TO:       IT Systems Administrator

POSITION OVERVIEW:

The IT Help Desk Technician provides frontline technical support to clinical and administrative staff across the organization. This position is responsible for troubleshooting hardware, software, network, and user access issues while ensuring compliance with HIPAA regulations, cybersecurity best practices, and internal IT policies.

This is an entry-level position for an individual with experience and designed for an eager candidate to grow within the IT field while supporting a fast-paced healthcare environment.

DUTIES / RESPONSIBILITIES:

1. Provide Tier 1 technical support for desktops, laptops, printers, mobile devices, and peripherals.
2. Troubleshoot Windows operating systems and Microsoft 365 applications.
3. Support Microsoft Teams, Outlook, and remote access tools.
4. Assist with user account creation, password resets, and access control management.
5. Image, configure, and deploy new computers and IT equipment.
6. Install and configure approved software applications.
7. Escalate complex technical issues to senior IT staff as necessary.
8. Comply with all HIPAA regulations and maintain strict confidentiality of Protected Health Information (PHI).
9. Assist with developing, reviewing, updating, and enforcing FHCCGLA IT policies and procedures with guidance from IT leadership.
10. Standard Duties- Clinical Systems Support:
1. Provide first-line support for Electronic Health Record (EHR) systems such as NextGen.
2. Assist staff with login issues, printing, scanning, and system workflow troubleshooting.
3. Document recurring technical issues and report trends to IT leadership.
11. Security and Compliance:
1. Follow HIPAA privacy and security standards.
2. Assist with multi-factor authentication (MFA) enrollment and access control management.
3. Identify and report phishing attempts or suspicious activity.
4. Ensure endpoint devices meet organizational cybersecurity standards.
5. Support device encryption and security policy enforcement.
12. Documentation and Service Management:
1. Receive support requests and log incidents in the IT help desk ticketing system.
2. Track and document troubleshooting steps and resolutions.
3. Contribute to the IT knowledge base and internal documentation.
4. Follow IT change management procedures when implementing system updates.
13. Customer Service:
1. Provide professional and respectful technical support to clinical and administrative staff.
2. Communicate technical issues in clear, non-technical language.
3. Prioritize support tickets based on urgency and operational impact.

MINIMUM QUALIFICATIONS:

1. High school diploma or equivalent required; additional coursework or training in information technology preferred.
2. 1+ years of IT help desk, desktop support, or technical support experience.
3. Experience supporting Windows desktop environments.
4. Experience troubleshooting computer hardware, printers, and workstation peripherals.
5. Experience using IT ticketing systems to track support requests preferred.
6. Basic understanding of network connectivity and workstation troubleshooting.
7. Ability to work onsite and travel between clinic locations when required.
8. Strong troubleshooting and analytical skills.
9. Excellent communication and customer service skills.
10. Ability to work both independently and as part of a team.
11. Technical Skills- Basic working knowledge of the following technologies:

12. Preferred:

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

1. Strong attention to detail and organizational skills.
2. Ability to prioritize workload and manage multiple tasks.
3. Ability to work effectively under pressure in a fast-paced environment.
4. Professional discretion and ability to maintain confidentiality.
5. Self-motivated with the ability to take initiative and complete tasks independently.
6. Strong interpersonal skills and ability to work collaboratively with staff across departments.
7. Ability to interact respectfully with individuals from diverse cultural and economic backgrounds.
8. Calm and professional demeanor during technical incidents or urgent support situations.
9. Physical Requirements- Ability to:
1. Lift and transport equipment up to 20 lbs.
2. Move between clinical and administrative sites as required.
3. Sit or stand for extended periods while providing technical support.