Help Desk Specialist-Canonsburg, PA

Preferred Primary Care Physicians, Inc.•Canonsburg, PA

1d•$18 - $22•Hybrid

About The Position

The Help Desk Specialist serves as the first point of contact for technical support requests from healthcare providers, office staff, and Central staff. This entry-level position provides courteous and timely support primarily by phone and email, resolves common technical issues, documents support requests, and escalates more complex issues to the appropriate IT team member or third-party service provider. Because this position supports a healthcare environment, the Help Desk Specialist is expected to understand and follow HIPAA requirements, organizational privacy and security policies, and established procedures for protecting patient and employee information.

Requirements

Some prior experience working in a help desk environment.
Strong customer service and telephone communication skills.
Patience and professionalism when assisting users with varying levels of technical experience.
Basic knowledge of Windows computers, Microsoft applications, printers, mobile devices, and 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.
Maintain availability during assigned Help Desk hours to answer incoming support calls and respond to emails and tickets in a timely manner, except during breaks, meetings, or assigned offsite duties.
Ability to lift, carry, and move computer equipment and related technology weighing up to 40 pounds, with or without reasonable accommodation.
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.
Must possess a valid driver's license and have access to dependable transportation for work-related travel between company locations.

Nice To Haves

Some prior experience working n a help desk environment.

Responsibilities

Serve as the first point of contact for IT support requests received by phone, email, and the IT ticketing system.
Provide professional, customer-focused technical assistance to healthcare providers, office staff, and Central staff.
Troubleshoot and resolve Tier 1 issues involving EMR applications, business software, Windows computers, laptops, mobile devices, printers, peripherals, and other supported technology.
Accurately create, document, update, prioritize, and close support tickets according to established IT procedures.
Perform account management functions, including user identity verification, account unlocks, password resets, and other approved access-related requests.
Follow established identity verification procedures before resetting passwords, modifying accounts, or providing access to systems.
Recognize issues that require escalation and route them promptly to Tier 2 support, other IT personnel, vendors, or management as appropriate.
Submit and manage support requests with third-party service providers and vendors on behalf of users and assist with follow-up through resolution.
Assist with the preparation, configuration, deployment, and replacement of desktop computers, laptops, monitors, mobile devices, printers, and related equipment.
Assist with new computer builds and workstation deployments using established IT standards and procedures.
Participate in scheduled visits to medical offices and other company locations to install, replace, troubleshoot, or retrieve IT equipment.
Coordinate and assist with equipment deliveries and pickups for laptops, desktop computers, monitors, peripherals, and other IT assets.
Maintain accurate inventory records for IT equipment, with particular responsibility for spare and loaner computers and related equipment.
Prepare, issue, track, and receive loaner equipment and ensure equipment is returned and properly documented.
Assist with equipment lifecycle activities, including receiving, labeling, inventorying, deploying, retrieving, and preparing equipment for appropriate disposal.
Follow HIPAA requirements and company privacy and security policies when accessing systems or handling information that may contain Protected Health Information (PHI).
Protect confidential information by following minimum-necessary access principles and established procedures for identity verification, information disclosure, workstation security, and secure handling of equipment.
Immediately report suspected security incidents, privacy concerns, phishing attempts, lost or stolen equipment, or potential unauthorized access according to established procedures.
Maintain clear and professional communication with users regarding ticket status, troubleshooting steps, expected next actions, and resolution.
Create and maintain basic technical documentation and knowledge base articles as assigned.
Participate in IT projects, equipment deployments, office moves, and other technology initiatives as needed.
Perform other related IT support duties as assigned.