IT Help Desk Specialist
2 days ago
We are seeking a skilled Technical Support Specialist to serve as the first point of contact for IT support requests from healthcare staff and providers.
Key Responsibilities:- Serve as the initial point of contact for healthcare users seeking technical support.
- Receive, review, and log all incoming support requests via phone, email, or internal systems.
- Create clear, detailed, and accurate support tickets in the system, capturing all relevant information to aid timely resolution.
- Ensure all tickets are created and submitted within defined Service Level Agreement (SLA) timelines.
- Communicate with end-users to gather additional details or clarify issues as needed.
- Route tickets efficiently to the appropriate Level 2 or specialized support teams.
- Maintain professional and empathetic communication, especially when dealing with clinical staff in time-sensitive situations.
- Prior experience in a healthcare environment, providing IT helpdesk or customer support services.
- Strong attention to detail with exceptional documentation and organizational skills.
- Effective verbal and written communication skills.
- Familiarity with healthcare systems, Electronic Medical Records (EMR), or medical terminology is highly preferred.
- Ability to work under pressure and prioritize tasks based on urgency and impact.
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