IT Support Specialist

About the Role

Vital Search Group is seeking an IT Support Specialist to deliver technical assistance to both clinical and administrative personnel within a HIPAA-regulated healthcare setting. This position involves handling user account access, healthcare applications including EMR/EHR systems, email, VPN connectivity, and resolving basic hardware and software concerns.

Key Responsibilities

• Address incoming help desk inquiries, calls, emails, and tickets from clinical and administrative users.
• Provide initial technical support for frequent issues such as password resets, account lockouts, access complications with healthcare software, VPN/email connectivity, and basic device troubleshooting.
• Operate using documented protocols, knowledge base resources, and internal processes.
• Keep detailed records of incidents, diagnostic steps, interventions, and successful resolutions within the ticketing platform.
• Refer complicated problems to senior technical staff, specialized application teams, or IT management when necessary.
• Maintain courteous, patient, and customer-focused communication with users of diverse technical backgrounds.
• Adhere to confidentiality standards to safeguard patient, employee, and organizational data under HIPAA and company policies.
• Support elevated ticket volume during peak demands, system rollouts, and special assignments.
• Assist with user account creations, access modifications, and application support as required.

Qualifications

• Completion of high school or equivalent diploma is required.
• Current HIPAA compliance training or certification is mandatory.
• Preferably at least one year of experience in IT help desk, service desk, or similar technical support roles.
• Familiarity with Windows OS, email systems, user authentication, VPNs, and common enterprise software.
• Excellent communication skills, both verbal and written.
• A customer-first attitude combined with the ability to stay composed and professional during stressful situations.
• Exceptional detail orientation with capability to log support actions precisely.
• Proven ability to manage sensitive data professionally and discreetly.

Ideal Candidate

The successful applicant is a reliable and service-focused IT professional who takes pleasure in resolving user issues. Comfort in supporting diverse users across clinical and administrative settings, solid documentation skills, and readiness to thrive in a fast-moving healthcare environment that emphasizes accuracy, privacy, and quick response are crucial.