Healthcare IT Help Desk & Systems Support Specialist

Merrimack Health; Lawrence (MA); On-site; USD 52,000 - 68,000; Full time

Job summary

Merrimack Health is seeking a Help Desk Systems Support Specialist to provide responsive technical support to employees, providers, and vendors. You will be the primary contact for incidents and service requests, diagnosing and resolving hardware, software, access, printing, and connectivity issues while coordinating escalation as needed.

In a fast-paced healthcare environment, you will document work clearly, maintain privacy, and restore services quickly.

Qualifications

• Associate degree or 3 years of relevant service desk/desktop support experience.
• Experience supporting users, endpoints, applications and peripherals in a medium-to-large enterprise.
• Ability to work independently, manage priorities, exercise sound judgment, escalate when appropriate.
• Ability to travel between Merrimack Health facilities; valid driver’s license may be required.
• Experience in healthcare, 24/7 operations, or highly regulated environments preferred.

Responsibilities

• Provide responsive technical support to employees, affiliated providers, vendors, and other authorized users of Merrimack Health information systems.
• Serve as the primary point of contact for incidents and service requests, diagnosing and resolving hardware, software, access, endpoint, printing, connectivity, and telecommunications issues.
• Coordinate escalation to ensure timely resolution and communication between users and technical teams.

Skills

Customer-service orientation

Active listening

Communication skills

Problem-solving

Time management

Prioritization

Collaboration

Documentation

Education

Associate degree in computer science / information technology / computer systems or related field or 3 years of relevant support experience

Tools

BMC Helix ITSM

Microsoft Intune

Citrix

Endpoint-management platform

Job description

Merrimack Health is seeking a Help Desk Systems Support Specialist to provide responsive technical support to employees, providers, and vendors. You will be the primary contact for incidents and service requests, diagnosing and resolving hardware, software, access, printing, and connectivity issues while coordinating escalation as needed.

In a fast-paced healthcare environment, you will document work clearly, maintain privacy, and restore services quickly.