Help Desk Specialist

Mondo; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A healthcare organization is seeking a patient Help Desk Specialist to provide Tier 1 IT support. This fully remote role involves troubleshooting common technical issues and requires strong communication skills and a customer service mindset. Ideal candidates will have significant experience in IT support and understanding of HIPAA regulations. This position is aligned to Pacific Standard Time hours.

Qualifications

• 3–10 years of experience in IT support/help desk roles.
• Strong understanding of HIPAA and healthcare privacy requirements.
• Ability to troubleshoot common issues and escalate effectively.

Responsibilities

• Provide Tier 1 support via phone, Zendesk tickets, and Google Meet sessions.
• Troubleshoot common issues such as password resets and login errors.
• Maintain accurate ticket documentation and follow up with users.

Skills

IT support/help desk experience

Customer service mindset

Proficiency with Zendesk

Communication skills

Tools

Zendesk

RingCentral

Job description

Overview

We are seeking a patient, customer-focused Help Desk Specialist to provide Tier 1 IT support across our healthcare organization. This role will serve as the first point of contact for employees experiencing technical issues, primarily resolving simple requests such as password resets and login problems, while escalating more complex issues to the IT Administrator. This position requires strong communication skills, a customer service mindset, and the ability to deliver clear, empathetic support to non-technical users in a HIPAA-compliant environment.

Day-to-Day Responsibilities

• Provide Tier 1 support via phone, Zendesk tickets, and Google Meet sessions.
• Troubleshoot common issues such as password resets, login errors, and basic software/device navigation.
• Escalate requests requiring admin access or advanced troubleshooting to the IT Administrator.
• Support primarily Windows devices and Android phones, with occasional Mac/Chromebook assistance.
• Maintain accurate ticket documentation and follow up with users to ensure resolution.
• Deliver clear, friendly, and patient guidance to employees with varying technical skill levels.
• Work fully remote while aligned to Pacific Standard Time (PST) hours.

Must Haves

• 3–10 years of experience in IT support/help desk roles (Tier 1 focus).
• Proficiency with Zendesk for ticket management.
• Experience supporting users on RingCentral.
• Strong understanding of HIPAA and healthcare privacy requirements.
• Excellent communication skills with a customer service mindset—friendly, kind, and approachable.
• Ability to troubleshoot common issues and escalate effectively.

Nice to Haves

• Experience supporting EHR systems (Tebra strongly preferred).
• Prior IT support experience in a healthcare environment.
• Familiarity with remote troubleshooting tools.