IT Help Desk Specialist

Revel Staffing; Indianapolis (IN); On-site; USD 38,000 - 56,000; Full time

Job summary

Revel Staffing is seeking an IT Help Desk Specialist to provide day-to-day technical support to clinical and administrative staff in a healthcare environment. You will handle common IT issues, including EMR/EHR access, VPN, email, and hardware/software troubleshooting, while maintaining HIPAA-compliant data handling.

The role requires strong customer service and clear communication, with the ability to document actions and escalate complex issues as needed in a fast-paced setting.

Qualifications

• Minimum 1+ year of IT help desk or service desk experience.
• Basic understanding of Windows, email, user accounts, password resets, VPN, and business applications.
• Strong verbal and written communication skills.
• Customer-focused mindset with ability to stay calm under pressure.
• Ability to document support activity accurately in ticketing systems.
• Maintain confidentiality per HIPAA and company policies.

Responsibilities

• Respond to inbound help desk calls, tickets, and emails from staff.
• Provide first-level technical support for common IT issues (password resets, access issues, VPN, email, hardware/software troubleshooting).
• Follow documented procedures and knowledge base to troubleshoot and resolve issues.
• Document incidents, troubleshooting steps, actions taken, and resolutions in the ticketing system.
• Escalate complex issues to higher-level support or IT leadership as needed.
• Provide patient, professional support to users of varying technical skill levels.
• Assist with basic user account setup and application support as needed.
• Support higher volume during peak periods and system updates.

Skills

Customer service

IT troubleshooting

Clear communication

Education

High school diploma or GED

Associate degree preferred

Tools

Ticketing systems

Remote support tools

Job description

We are seeking an IT Help Desk Specialist to provide day-to-day technical support to clinical and administrative staff in a healthcare environment. This role supports internal users with common technology issues, including account access, EMR/EHR systems, healthcare applications, email, VPN, connectivity, and basic hardware/software troubleshooting.

The ideal candidate has strong customer service skills, basic IT troubleshooting experience, and the ability to communicate clearly and professionally with users of all technical skill levels.

Key Responsibilities

Respond to inbound help desk calls, tickets, and emails from clinical and administrative staff.

Provide first-level technical support for common IT issues, including password resets, account lockouts, EMR/EHR access issues, healthcare application support, VPN, email, connectivity, software, and basic hardware problems.

Follow documented procedures, knowledge base articles, and internal support workflows to troubleshoot and resolve user issues.

Accurately document incidents, troubleshooting steps, actions taken, and resolutions in the ticketing system.

Escalate complex technical issues to higher-level support, application teams, or IT leadership as needed.

Provide professional, patient, and customer-focused support to users of all technical skill levels.

Assist with basic user account setup, access changes, and application support as needed.

Support increased ticket or call volume during peak periods, system updates, and special projects.

Maintain strict confidentiality and protect patient, employee, and organizational data in accordance with HIPAA and company policies.

Required Qualifications

High school diploma or GED required.

Active HIPAA compliance credential or training required.

1+ year of IT help desk, service desk, technical support, or related experience preferred.

Basic understanding of Windows, email, user accounts, password resets, VPN, and common business applications.

Strong verbal and written communication skills.

Customer-focused mindset with the ability to remain calm, professional, and helpful under pressure.

Strong attention to detail and ability to accurately document support activity.

Ability to handle confidential information with professionalism and discretion.

Preferred Qualifications

Associate degree in Information Technology, Computer Science, or a related field.

Experience supporting users in a healthcare, clinical, medical office, or regulated environment.

Experience with EMR/EHR systems, healthcare applications, or clinical software.

Familiarity with ticketing systems, remote support tools, and IT documentation processes.

Ideal Candidate

The ideal candidate is a dependable, service-oriented IT professional who enjoys helping users solve technical problems. This person should be comfortable supporting both clinical and non-clinical staff, documenting issues clearly, and working in a fast-paced healthcare environment where privacy, accuracy, and responsiveness are important.