Healthcare Service Desk Technician

PurposeCare•Greenwood, IN

14h•Remote

About The Position

We are seeking a Healthcare Service Desk Technician – Level 1 who provides first-line support for the organization's Electronic Medical Record (EMR) system and general IT environment. This role is responsible for account management, troubleshooting EMR and IT issues, triaging requests, and ensuring high-quality customer service for clinical, administrative, and field staff. This is an ideal opportunity for a motivated early-career technician who wants to grow in healthcare IT, EMR support, and service desk operations.

Requirements

Associate degree in Information Technology, Computer Science, or related field preferred
Strong customer service skills and ability to communicate clearly with non-technical users
Ability to troubleshoot common Windows and M365 issues
Understanding of Entra ID user management concepts
Familiarity with ticketing system workflows
Interest in healthcare technology and EMR systems
Ability to follow procedures and work independently in a fast-paced environment
Strong attention to detail, documentation, and accuracy in handling permissions and account management

Nice To Haves

Experience with EMR platforms (Axxess, AlayaCare, Wellsky)
Experience in healthcare, home health, hospice, or similar environments
Familiarity with IT ticketing systems such as Jira, Freshservice, Zendesk, or ConnectWise
Introductory certifications such as Microsoft 365 Fundamentals (MS-900), Security Fundamentals (SC-900), or HCISPP fundamentals

Responsibilities

Create, modify, and deactivate user accounts
Update user credentials, profile configurations, and permissions
Ensure accurate access provisioning following role-based access controls
Troubleshoot and resolve EMR-related issues, including Electronic Visit Verification (EVV) errors, process or workflow issues, system errors or unexpected behavior, partial data sync failures, incomplete form submissions, missing fields, and website functionality/loading problems
Investigate technical issues, identify root causes, and provide timely resolution
Support billing-related EMR issues and collaborate with the Billing or Revenue Cycle team when necessary
Review incoming EMR support requests for completeness and clarity
Prioritize tickets based on impact and urgency
Handle inquiries related to reports and escalate to internal EMR SMEs or the vendor as needed
Participate in regular calls with EMR vendor representatives to review ongoing issues, feature requests, and resolution updates
Communicate with ticket submitters to gather missing information and guide them on best practices for submitting clear, actionable requests
Document detailed resolutions and contribute to the internal EMR knowledge base to support continuous improvement
Serve as the first point of contact for technical support via phone, email, chat, or service portal
Troubleshoot and resolve common Windows 10/11 issues, Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive), login/MFA issues, network connectivity, printing and peripherals, and iPhone/iPad/mobile device setup and app access
Perform service requests such as password resets, user access changes, application installations, device setup, and re-imaging
Log and manage all tickets within the ITSM system and resolve within defined SLAs
Assist with check-in/check-out of mobile devices, laptops, tablets, and accessories
Record and maintain asset information (IMEI, serial number, assigned user, location)
Support device setup using standard configurations, including Intune enrollment and security compliance checks