IT Help Desk Specialist (Entry-Level) - Remote

MASC Medical•San Diego, CA

1d•Remote

About The Position

We are seeking a patient, tech-savvy, and highly motivated IT Help Desk Specialist to join our San Diego based team in a remote position. In this entry-level role, you will be the face of technical support for our internal staff and partners. Providing excellent customer service is the most important aspect of this position. You aren’t just fixing computers; you are ensuring that our clinical teams have the tools they need to provide care to our patients. The ideal candidate will be a clear communicator who can translate complex technical issues into easy-to-understand solutions while maintaining a professional and supportive demeanor.

Requirements

At least 1 year experience
Bachelors degree
Customer Service Excellence: A genuine desire to help others and a friendly, professional "concierge-style" approach to support.
Technical Aptitude: Familiarity with Google Workspace, Mac/PC hardware, and mobile device troubleshooting.
Communication: Strong written and verbal communication skills; ability to explain tech to non-tech users.
Organization: Ability to track inventory and manage multiple support tickets simultaneously.
Compliance Mindset: An understanding of (or willingness to learn) HIPAA and healthcare data security.
Location & Availability: Fully remote position and must be available to work the 8:00 AM – 4:30 PM PST shift.

Responsibilities

Serve as the first point of contact for all technical issues from end-users and partners.
Troubleshoot and resolve issues related to Communication Tools (RingCentral or similar), Ticketing Systems (Zendesk or similar), Productivity Suites (Google Workspace), and Healthcare Systems (Tebra and other practice management software).
Provide hardware support for computers, peripherals, and operating systems.
Support telephonic devices, including mobile devices and Tracfone units.
Collaborate with stakeholders to troubleshoot patient-facing mobile technology.
Process and coordinate the fulfillment of IT equipment for new and existing staff.
Assist with the onboarding and offboarding process by coordinating equipment returns.
Maintain accurate inventory records of all assigned IT hardware and assets.
Develop and share user documentation, knowledge base articles, and “Quick Start” guides.
Provide basic training to users to improve self-service and reduce recurring technical issues.
Work closely with the IT team on system improvements.
Strictly follow and enforce company security policies (HIPAA, SOC-2, HITRUST) and federal healthcare regulations.
Maintain total confidentiality when handling sensitive patient or employee data.
Assist with compliance audits and IT risk assessments as needed.