Help Desk Specialist-Canonsburg, PA
$37,440,000–$45,760,000 year
HybridCanonsburg, Pennsylvania, United States
Job Summary
Serve as the first point of contact for technical support requests from healthcare providers, office staff, and central personnel via phone, email, and the IT ticketing system. Troubleshoot and resolve Tier 1 issues involving EMR applications, business software, Windows computers, laptops, mobile devices, printers, and peripherals. Accurately create, document, update, prioritize, and close support tickets while managing user account functions such as verification, unlocks, and password resets. Assist with equipment lifecycle activities including preparation, configuration, deployment, and replacement of desktops, laptops, and mobile devices, while maintaining accurate inventory records. Coordinate equipment deliveries, pickups, and onsite visits to medical offices for installations and troubleshooting. Follow HIPAA requirements and organizational privacy policies when handling Protected Health Information, immediately reporting suspected security incidents or lost equipment. Maintain professional communication regarding ticket status and resolution, creating knowledge base articles as assigned.
Required Qualifications
- Prior experience working in a help desk environment
- Understanding and ability to follow HIPAA requirements
- Understanding of organizational privacy and security policies
- Understanding of established procedures for protecting patient and employee information
- Strong customer service and telephone communication skills
- Patience and professionalism when assisting users with varying levels of technical experience
- Basic knowledge of Windows computers
- Basic knowledge of Microsoft applications
- Basic knowledge of printers
- Basic knowledge of mobile devices
- Basic knowledge of common office technology
- Ability to learn and support healthcare and EMR applications
- Ability to follow documented troubleshooting and escalation procedures
- Good written communication and ticket documentation skills
- Attention to detail when handling user accounts, equipment, and inventory
- Understanding of the importance of HIPAA, confidentiality, cybersecurity, and appropriate handling of PHI
- Ability to recognize when an issue exceeds Tier 1 responsibilities and escalate appropriately
- Dependability and the ability to manage multiple support requests in a fast-paced healthcare environment
- Ability to maintain availability during assigned Help Desk hours to answer incoming support calls and respond to emails and tickets in a timely manner
- Ability to lift, carry, and move computer equipment and related technology weighing up to 40 pounds
- Ability to perform activities associated with workstation installation and equipment deployment, including bending, reaching, kneeling, and working under or around desks
- Ability to travel to company offices and other work locations as needed to provide onsite technical support, perform equipment installations, and deliver or retrieve IT equipment
- Valid driver's license
- Access to dependable transportation for work-related travel between company locations
- Minimum of 2 onsite days per week
Desired Qualifications
- Eligibility to participate in the IT weekend/on-call rotation after the first 90 days of employment
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