Information Technology (IT) Help Desk Specialist

Paycom - ATS; Dallas, Northern (TX, KY); Hybrid; USD 52,000 - 76,000; Full time

Benefits offered by this job

Medical Coverage

Dental Coverage

Vision Coverage

401(k) Plan

PTO + Holidays

CE Reimbursement

Flexible hybrid schedule

Job summary

Paycom - ATS seeks an empathetic IT Help Desk Specialist to support clinical and administrative teams across multiple locations. You will resolve complex hardware, software, and connectivity issues, providing remote and on-site assistance while upholding HIPAA requirements and security policies.

You will also manage tickets, contribute to knowledge bases, and support EHR and telehealth platforms to ensure seamless patient care and clinician efficiency, including remote and on-site incident

Qualifications

• 1–3 years in help desk or IT support, preferably healthcare or regulated environments.
• Strong troubleshooting across Windows/macOS and Microsoft 365.
• Active Directory/Azure AD admin experience with MFA/CA.
• Familiarity with ITSM ticketing platforms and SLA management.
• Basic TCP/IP, DNS, DHCP, VPN understanding.
• HIPAA awareness applied to daily IT support activities.
• Excellent written and verbal communication for clinical staff.

Responsibilities

• Provide remote and on-site support to clinical staff, care coordinators, billing, and admin across locations.
• Serve as escalation point for complex hardware, software, and connectivity issues.
• Diagnose issues with endpoints, printers, devices, and Microsoft 365 apps.
• Support telehealth platforms and videoconferencing equipment; document steps for escalation.
• Manage help desk tickets with SLA targets using ITSM; report metrics weekly.
• Ensure HIPAA compliance and data privacy during troubleshooting and access management.
• Coordinate with EHR vendors and administer SSO/MFA for clinical staff.
• Assist with remote and multi-site support, device provisioning, and asset tracking.

Skills

Troubleshooting

Windows 10/11

macOS

Microsoft 365

Active Directory

Azure AD

ITSM (ticketing)

Networking basics

HIPAA familiarity

Communication skills

Education

CompTIA A+

CompTIA Network+

Security+

Tools

Freshservice/Jira Service Management

Splashtop

Microsoft Intune

Jamf

Job description

# Information Technology (IT) Help Desk SpecialistHot JobRemote - Dallas, TX 75202## OverviewPosition TypeFull Time## Description**Position Summary**We are looking for a compassionate and technically skilled IT Help Desk Specialist to support our clinical and administrative teams across multiple locations. In a mental health care environment, reliable technology is not just a convenience — it enables clinicians to focus on their patients without distraction. You will serve as a trusted escalation point for complex technical issues, keep our HIPAA-compliant systems running smoothly, and ensure that every staff member — whether in the office or working remotely — has the tools and access they need to deliver quality care.This role is ideal for someone who combines strong technical troubleshooting skills with genuine patience and empathy — because our end users are clinicians and care coordinators, not IT professionals, and your ability to communicate clearly and calmly is just as important as your technical expertise.**Key Responsibilities****Help Desk & End-User Support*** Serve as the escalation point for tickets, resolving complex hardware, software, and connectivity issues that frontline support cannot address.* Provide remote and on-site technical support to clinical staff, care coordinators, billing teams, and administrators across all office locations.* Diagnose and resolve issues with Windows and macOS endpoints, printers, peripherals, mobile devices, and Microsoft 365 applications.* Support video conferencing equipment and platforms used for telehealth sessions (Zoom for Healthcare, Doxy.me, or similar).* Escalate unresolved issues to Systems Administration with thorough documentation and reproduction steps.**Ticketing & SLA Management*** Manage and prioritize the help desk ticket queue using the organization's ITSM platform (Fresh service, Jira Service Management, or similar).* Meet or exceed defined SLA targets for response and resolution times; communicate proactively with end users on ticket status.* Identify recurring issues and document root-cause findings; propose permanent fixes or workarounds to reduce ticket volume.* Contribute to and maintain the internal knowledge base with step-by-step resolution guides and FAQs for common issues.* Produce weekly help desk metrics reports (ticket volume, first-contact resolution rate, SLA adherence) for IT leadership.**HIPAA & Data Privacy*** Handle all support activities in accordance with HIPAA Security Rule requirements, ensuring PHI is never exposed or transmitted insecurely during troubleshooting sessions.* Enforce endpoint security policies: full-disk encryption, screen lock, antivirus/EDR health, and patch compliance on all supported devices.* Process access requests and account changes in Active Directory / Azure AD with appropriate approval documentation and timely access revocation for offboarding.* Recognize and escalate potential security incidents (phishing attempts, unauthorized access, lost or stolen devices) per the incident response policy.* Complete required HIPAA training annually and assist in delivering end-user security awareness content.**EHR & Clinical Application Support*** Provide support for the organization's electronic health record (EHR) system, resolving login issues, performance problems, and workflow configuration questions.* Assist clinicians with telehealth platform connectivity, camera/microphone configuration, and session quality issues — prioritizing rapid resolution to protect patient appointments.* Coordinate with EHR and clinical application vendors to open and track support cases; serve as the internal liaison between end users and the vendor.* Support SSO and MFA enrollment for clinical staff accessing EHR and other regulated applications.* Participate in user acceptance testing (UAT) for EHR updates, patches, and new clinical tools before production release.**Remote & Multi-Site Support*** Deliver consistent, high-quality support to staff working across multiple clinic locations and from home using remote access tools (e.g., SplashtopAction1, or built-in OS remote assistance).* Troubleshoot VPN connectivity, remote desktop sessions, and cloud-application access for remote and hybrid workers.* Ship, configure, and support loaner devices for remote employees; maintain an accurate device inventory and track asset assignments.* Coordinate with site leads to schedule on-site visits for hardware issues that cannot be resolved remotely.## Qualifications**Required*** 1–3 years of experience in a help desk, desktop support, or IT support role — preferably in a healthcare, behavioral health, or regulated environment.* Solid troubleshooting skills across Windows 10/11, macOS, and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).* Working knowledge of Active Directory and Azure AD user administration, including group policies and MFA/Conditional Access.* Experience using an ITSM ticketing platform and a demonstrated ability to manage a busy queue while meeting SLAs.* Basic networking skills: understanding of TCP/IP, DNS, DHCP, and VPN troubleshooting.* Familiarity with HIPAA requirements as they apply to day-to-day IT support practices.* Excellent written and verbal communication skills, with the patience to support non-technical clinical users under pressure.**Preferred*** Experience supporting an EHR platform in a behavioral health, outpatient mental health, or substance use disorder setting.* Hands-on experience with telehealth platforms and clinical video conferencing equipment.* CompTIA A+, Network+, or Security+ certification.* Microsoft certifications (MD-102 Endpoint Administrator or equivalent).* Experience with mobile device management (MDM) platforms such as Microsoft Intune or Jamf.* Bilingual (English/Spanish) is a plus, given our diverse patient and staff population.**What We Offer*** Comprehensive medical, dental, and vision coverage effective the first of the month following hire.* 401(k) with employer match and paid time off starting at 15 days per year, plus 10 paid holidays.* Paid continuing education and reimbursement for industry certifications.* Flexible hybrid schedule — primarily in-office with remote flexibility as workload allows.* A collaborative, mission-driven team where your work has a direct impact on patient care and clinician well-being.