Healthcare IT Support Technician - EHR, 365, HIPAA Aware

Northern Nevada HOPES; Reno (NV); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

100% employer-paid health insurance

Life insurance options

3 weeks of PTO in first year

12 paid holidays annually

Paid Parental Leave (after 12 months)

24/7 Employee Assistance Program

Job summary

Northern Nevada HOPES is seeking an IT Support Technician to be the frontline of our technology services, resolving complex hardware, software, and connectivity issues across workstations, devices, and printers. You’ll manage user accounts, image devices, deploy standard builds, and improve incident response with our security and infrastructure teams.

The role supports clinical and business apps, including eClinicalWorks and Microsoft 365, while following HIPAA practices and maintaining

Qualifications

• Two or more years of hands-on IT help desk or desktop support experience.
• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Working knowledge of Windows, Microsoft 365, and Active Directory or Entra ID administration.
• Working knowledge of desktop hardware, mobile devices, printers, and basic networking concepts (TCP/IP, DNS, DHCP, WiFi, VPN).
• Excellent written and verbal communication and customer service skills.
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft role-based certifications preferred.
• Experience in a healthcare setting preferred.
• Experience with ticketing systems, Intune or other MDM platforms, and remote support tools preferred.
• Experience supporting EHR applications such as eClinicalWorks preferred.
• Working knowledge of HIPAA and healthcare data privacy and security practices preferred.

Responsibilities

• Provide IT support for escalated incidents and service requests through the ticketing system, phone, email, remote tools, and deskside visits.
• Troubleshoot and resolve complex hardware, software, and peripheral issues on workstations, laptops, tablets, and mobile devices.
• Support clinical and business applications, including eClinicalWorks and Microsoft 365, and coordinate with vendors on escalated application issues.
• Administer user accounts and access in Active Directory, Entra ID, and Exchange, including onboarding, offboarding, and password resets.
• Image, configure, deploy, and retire workstations, laptops, and mobile devices using standard builds and Intune/MDM enrollment.
• Manage ticket queues, prioritize work, document troubleshooting steps and resolutions, and meet established service level targets.
• Escalate unresolved issues to infrastructure and security staff with complete and accurate documentation.
• Support printers, scanners, copiers, and fax devices in coordination with managed print vendors.
• Troubleshoot wired, wireless, and VPN connectivity issues and escape network problems as needed.
• Support telephony, voicemail, and conference room technology, including Microsoft Teams Rooms.
• Create and maintain knowledge base articles, runbooks, and standard operating procedures for common issues.
• Assist with endpoint patching, software deployment, and update compliance.
• Follow HIPAAaligned security practices and report suspected security incidents, including phishing, to security staff.
• Test and document new hardware and software prior to deployment.
• Maintain asset inventory and lifecycle records for endpoints and peripherals.
• Provide guidance to end users on safe and effective computing.
• Support workstation moves, adds, and changes across clinic and administrative spaces.
• Assist with audio/visual support for meetings, trainings, and agency events.
• Participate in crossdepartmental meetings and IT projects as assigned.
• Participate in afterhours and oncall support rotation as assigned.

Skills

Customer service

Communication skills

Problem solving

Education

Associate’s or Bachelor’s degree in IT/CS or related field

Tools

Windows

Microsoft 365

Active Directory / Entra ID

Intune / MDM

Remote support tools

Ticketing systems

eClinicalWorks

Job description

Northern Nevada HOPES is seeking an IT Support Technician to be the frontline of our technology services, resolving complex hardware, software, and connectivity issues across workstations, devices, and printers. You’ll manage user accounts, image devices, deploy standard builds, and improve incident response with our security and infrastructure teams.

The role supports clinical and business apps, including eClinicalWorks and Microsoft 365, while following HIPAA practices and maintaining