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IT Help Desk Specialist

Job Overview

Your Responsibilities

The IT Help Desk Specialist is responsible for providing technical support to internal customers (employees) and ensuring that IT systems operate efficiently and effectively. This role involves troubleshooting hardware and software issues, assisting with network connectivity and ensuring data security and compliance with healthcare regulations such as HIPAA. Additional responsibilities include:

• Serve as the first point of contact for staff experiencing IT-related issues.
• Provide troubleshooting for hardware (desktops, laptops, printers, mobile devices) and software (EHR, Microsoft Office, etc.).
• Resolve connectivity issues related to local area networks (LAN), Wi-Fi, and remote access (VPN).
• Guide users in IT systems and applications, with a focus on the specific tools used in a behavioral health setting.
• Support and maintain EHR systems, ensuring data is entered, stored, and accessed correctly.
• Troubleshoot issues specific to clinical applications and EHR software used in behavioral health environments.
• Adhere to HIPAA regulations and other healthcare compliance standards.
• Maintain strict confidentiality of patient information, assisting in implementing or enhancing security protocols.
• Create and maintain documentation related to IT processes, troubleshooting steps, and system updates.
• Install and configure new software and hardware components.
• Coordinate with third-party vendors for maintenance or system upgrades.
• Create and manage detailed service tickets while prioritizing service tickets in the help desk system, ensuring timely resolutions of issues.
• Escalate complex problems to higher-level IT staff or external vendors as necessary.
• Participate in the on-call rotation of 2 weeks per month.
• Other duties as assigned.

What You Need

• High school diploma or equivalent required.
• Associate degree in IT, Computer Science or a related field preferred.
• 1 – 2 years’ experience in an IT support role, preferably in a healthcare or behavioral health environment.

What Makes You Stand Out

• Bachelor's degree in a related field
• Experience in IT support in healthcare or behavioral health

Competitive benefits package for full-time employees working 30+ hours a week:

• Health insurance (up to 79% employer paid)
• Dental insurance
• Vision insurance
• 401(k) with profit sharing and employer match 
• Paid time off (accrue up to 80 hours during first year of employment; increases based on tenure with agency)
• 10 paid holidays
• 80 hours sick time
• 2 wellness days
• Staff development and training
• Public Service Loan Forgiveness (PSLF) eligibility for federal student loans
• Employer paid CEU's through Relias
• PerkSpot- employee discount program
• Employee assistance program
• Advancement opportunities

 

About the Organization

Hillcrest Family Services is a non-profit organization that assists adults and children in need of help. Every day, Hillcrest builds confidence in hundreds of people and families. We strive to be a leading provider in supporting brain health and wellness. We’re a place where compassion is commonplace. Where our passion soars and faith restores.

 

**COVID-19 Vaccination Not Required**