HIS Helpdesk Support Specialist

Los Angeles LGBT Center•Los Angeles, CA

30d

About The Position

Under the direction of the HIS Operations Supervisor, the HIS Helpdesk Support Specialist provides helpdesk support to Health Services end-users, including clinical staff, physicians, faculty, administrative, and other staff. This position provides basic levels of technical support on core and ancillary clinical/pharmaceutical applications/hardware. Systems include, but are not limited to, the electronic medical record, practice management, pharmacy management, and population health management applications.

Requirements

High school diploma or general education degree (GED) required, bachelor’s degree or equivalent experience preferred
Minimum 1 year of previous IT/IS helpdesk operations preferred
Working knowledge of HIV/AIDS care, FQHCs, PCMH, 340(b), and Pharmacy operations preferred
Strong analytical, communication, organizational, and interpersonal skills with a high level of attention to detail
Experience managing Veradigm PM, EHR, and Population Health Management systems (Veradigm preferred)
Experience with pharmacy management systems (PioneerRx preferred)
Demonstrated ability to work effectively with people of diverse races, ethnicities, ages, and sexual orientations, and gender identities in a multicultural environment
Understanding of healthcare environments as well as medical and pharmacy management workflows and terminology
Strong computer and office systems troubleshooting skills, with the ability to teach and train
Ability to work independently with sound and informed judgment while being task-oriented and adaptable

Responsibilities

Serve as the primary point of contact for Health Information Systems (HIS) technical support, triaging, prioritizing, and resolving user issues via phone, email, and helpdesk systems to minimize disruption to clinical operations
Independently analyze and resolve complex helpdesk issues using advanced troubleshooting and institutional knowledge
Use remote access tools to diagnose and resolve workstation-level issues, maintaining discretion when accessing sensitive systems and data
Monitor and escalate systemic issues impacting multiple users or departments, conduct root cause analysis, and present findings to HIS and ITS leadership
Support administration and optimization of HIS platforms including Veradigm EHR, Veradigm Practice Management, and PioneerRx by identifying inefficiencies, recommending improvements, and implementing configuration changes under supervision
Collaborate with Center-IT teams to resolve hardware and software issues in accordance with IT standards and security protocols
Liaise with external vendors to coordinate technical support, escalate unresolved issues, and evaluate vendor performance against service expectations
Manage assigned tasks, programs, and projects independently, providing progress updates, identifying risks, and recommending solutions
Contribute to HIS project planning and execution by supporting timelines, resource coordination, and stakeholder communication
Participate in strategic meetings, offering input that supports departmental goals and technology strategies
Engage in ongoing learning and development, completing required training and seeking opportunities to enhance technical and analytical skills
Perform additional duties as assigned, demonstrating flexibility, initiative, and a commitment to organizational excellence