Serve as the primary point of contact for IT and application support, including troubleshooting and guidance on standard workflows, policies, and procedures.
Provide timely and effective user support via phone and ticketing system.
Manage incoming support requests through calls, email tickets, and screen sharing to assist end users with system functionality and configuration.
Identify and communicate operational inefficiencies, providing feedback and root cause analysis related to software, hardware, network configurations, and support workflows.
Accurately document issues and service requests in the ticketing system, supporting transparency and continuous process improvement.
Effectively prioritize and manage multiple tasks while meeting established Service Desk KPIs.
Delivers a high level of customer service by providing clear, empathetic, and solution-oriented support.

Associate’s degree in healthcare, business, or a related field preferred, or equivalent combination of education and experience.
1 to 2 years of experience providing customer support or delivering training on software applications within clinical settings, required.
1 to 2 years of experience diagnosing and resolving technical issues related to hardware, software, and network systems, strongly preferred.
Demonstrated experience with EHR systems required; experience with AdvancedMD or Athenahealth is highly desirable.
Strong organizational and time management skills, with the ability to meet tight deadlines and effectively prioritize competing tasks.
Excellent communication and customer service skills, with the ability to convey information clearly and professionally.
Ability to collaborate effectively with all levels of management, team members, and clinicians in a patient and professional manner.
Proficiency in Microsoft Office Suite, SharePoint, and Microsoft Teams.

Help Desk Specialist

Key skills