Helpdesk Analyst - Clinical Operations

Trillium Health•Rochester, NY

47d

About The Position

The Helpdesk Analyst - Clinical Operations is a key member of Trillium Health's Information Systems & Technology team, providing Tier 1 and Tier 2 technical support for clinical staff. This role ensures secure, reliable access to IT systems that are essential for patient care, including network connectivity, endpoint devices, and clinical applications. The analyst is responsible for troubleshooting, training, and documentation, while maintaining compliance with HIPAA and Zero Trust security principles. By resolving technical issues quickly and efficiently, the analyst helps clinicians deliver timely, high-quality care.

Requirements

Familiarity with healthcare workflows and HIPAA compliance is a plus.
Strong troubleshooting and problem-solving abilities, with a focus on minimizing downtime for clinical staff.
Excellent oral and written English communication and customer service skills, including the ability to explain technical concepts to non-technical users.
Ability to prioritize and manage multiple tasks in a fast-paced clinical environment.
Knowledge of Zero Trust security principles and best practices, with a commitment to continuous learning in cybersecurity.
Collaborative mindset, working effectively with IT colleagues and clinical leadership to support organizational goals.
Associate's degree in information technology or a related field required.
1-3 years of experience in help desk or technical support, ideally within a healthcare environment.
Experience supporting clinical operations and EMR systems (EPIC or similar) strongly preferred.

Nice To Haves

Certifications such as CompTIA A+, ITIL, Microsoft, ISC2, or healthcare IT credentials preferred but not required.

Responsibilities

Serve as the primary point of contact for IT support issues affecting clinical operations, ensuring prompt and effective resolution.
Troubleshoot and resolve problems related to:
Network connectivity (wired and wireless)
Endpoint devices (desktops, laptops, tablets, mobile devices)
EHR systems (EPIC and other clinical applications)
Printers, scanners, and peripheral devices
VPN and secure remote access
Create, update, and deliver training materials and onboarding sessions for clinical staff, ensuring they can use IT systems confidently and securely.
Document all incidents and service requests in the TIKIT ticketing system, maintaining accurate records for compliance and analysis.
Assist with device imaging, deployment, and configuration to support clinical workflows.
Support endpoint security compliance and patch management as needed
Escalate complex infrastructure issues to Tier 3 teams (network/security) when necessary.
Participate in system upgrades, infrastructure projects, and after-hours on-call rotation for critical support.
Maintain strict compliance with HIPAA regulations and Zero Trust security principles, protecting patient data and organizational assets.