Help Desk Analyst (47387)

West Dermatology•Anaheim, CA

65d

About The Position

The Help Desk Support Agent serves as the first point of contact for all technical support needs within our organization. This role is vital to ensuring clinicians and staff have seamless access to the technology and systems they rely on to deliver high-quality patient care. The ideal candidate must live in Orange County, CA.

Requirements

At least 2-3 years of technical support or help desk experience, ideally within a healthcare setting.
Strong working knowledge of Windows OS, Microsoft Office 365, and basic networking (TCP/IP, DNS, DHCP).
Proficiency with Active Directory, VPN technologies, remote support tools, and endpoint security.
Understanding of HIPAA compliance and handling of protected health information (PHI).
Excellent customer service and communication skills, with a patient, professional, and empathetic approach.
Ability to prioritize tasks and manage time effectively in a busy environment.
Strong problem-solving abilities and keen attention to detail.
Must have a valid Driver's license.
High School diploma or GED is required.

Nice To Haves

Experience supporting EHR systems (such as NextGen) is highly desirable.
Associate's degree in Information Technology, Computer Science, or related field preferred, or equivalent professional experience.

Responsibilities

Respond promptly to IT support requests via phone, email, ticketing system, or in person, providing courteous and effective assistance.
Troubleshoot and resolve issues related to hardware, software, network connectivity, printers, and specialized medical devices.
Provide support for healthcare applications and Electronic Health Record (EHR) systems, escalating more complex problems to senior team members.
Manage user accounts, including password resets and access rights in Active Directory, email systems, and clinical applications.
Deploy, configure, and maintain computers, mobile devices, and other peripherals in compliance with HIPAA and organizational security policies.
Document all support activities, solutions, and follow-ups within the IT ticketing system.
Collaborate with IT colleagues to identify trends and contribute to long-term improvements.
Educate users on best practices for security, application use, and self-help troubleshooting.
Participate in after-hours or on-call support rotations as required.