Help Desk Analyst

Help Desk Support Agent

The Help Desk Support Agent serves as the first point of contact for all technical support needs within our organization. This role is vital to ensuring clinicians and staff have seamless access to the technology and systems they rely on to deliver high-quality patient care. The ideal candidate must live in the San Diego, CA area.

Key Responsibilities:

• Respond promptly to IT support requests via phone, email, ticketing system, or in person, providing courteous and effective assistance.
• Troubleshoot and resolve issues related to hardware, software, network connectivity, printers, and specialized medical devices.
• Provide support for healthcare applications and Electronic Health Record (EHR) systems, escalating more complex problems to senior team members.
• Manage user accounts, including password resets and access rights in Active Directory, email systems, and clinical applications.
• Deploy, configure, and maintain computers, mobile devices, and other peripherals in compliance with HIPAA and organizational security policies.
• Document all support activities, solutions, and follow-ups within the IT ticketing system.
• Collaborate with IT colleagues to identify trends and contribute to long-term improvements.
• Educate users on best practices for security, application use, and self-help troubleshooting.
• Participate in after-hours or on-call support rotations as required.