IT Support Specialist

Position Overview

Vital Search Group is looking for a dedicated IT Support Specialist to deliver routine technical assistance to clinical and administrative personnel within a healthcare setting. This role entails supporting users with account access, healthcare software including EMR/EHR, email systems, VPN connectivity, and resolving basic hardware and software issues, all within a HIPAA-compliant environment.

Key Duties

• Respond promptly to incoming help desk inquiries via calls, tickets, and emails from clinical and administrative users.
• Provide first-level technical troubleshooting for tasks such as password resets, account lockouts, EMR/EHR access issues, VPN, email, connectivity, and basic software/hardware problems.
• Follow established internal procedures, utilize knowledge base documentation, and adhere to support workflows.
• Document all incidents, the troubleshooting process, actions taken, and final resolutions accurately in the ticketing software.
• Escalate more complicated technical challenges to senior IT support staff, relevant application teams, or IT management when necessary.
• Deliver courteous, patient, and customer-centric assistance to users regardless of their technical proficiency.
• Ensure strict confidentiality and safeguard patient, employee, and organizational information in full compliance with HIPAA and company policies.
• Provide support during peak ticket volumes, software updates, and special IT projects.
• Assist with basic user setup, including account creation, access adjustments, and application support as required.

Required Qualifications

• High school diploma or GED is mandatory.
• Current HIPAA compliance certification or completed training.
• At least one year of experience in IT help desk, service desk, technical support, or a related role is preferred.
• Familiarity with Windows operating systems, email management, user accounts, password handling, VPN, and common business applications.
• Excellent verbal and written communication capabilities.
• Customer-oriented approach with the capacity to remain calm, professional, and supportive under stressful conditions.
• Strong detail orientation to maintain accurate and thorough support records.
• Ability to handle sensitive information discreetly and professionally.

Ideal Candidate Profile

The successful candidate will be a reliable, service-driven IT professional passionate about assisting users with technology issues. Comfort in supporting both clinical and non-clinical staff, clear issue documentation, and the ability to thrive in a fast-paced healthcare environment where confidentiality, precision, and responsiveness are paramount are crucial.