IT Help Desk Specialist

Revel Staffing; Phoenix (AZ); On-site; USD 42,000 - 62,000; Full time

Job summary

Revel Staffing is seeking an IT Help Desk Specialist to provide day-to-day technical support for clinical and administrative staff in a healthcare environment. You will assist with EMR/EHR access, VPN, email, and common applications while upholding HIPAA privacy and security.

The role emphasizes clear communication with users of all technical levels, accurate documentation, and collaborative problem solving in a fast-paced setting.

Qualifications

• Required: High school diploma or GED.
• Required: Active HIPAA compliance credential or training.
• 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 calm, professional demeanor under pressure.
• Strong attention to detail and ability to document support activity.

Responsibilities

• Respond to inbound help desk calls, tickets, and emails from staff.
• Provide first-level technical support for common IT issues (password resets, account lockouts, EMR/EHR access issues, VPN, email, connectivity, software, hardware).
• Follow documented procedures and knowledge base to troubleshoot issues.
• Accurately document incidents and resolutions in the ticketing system.
• Escalate complex issues to higher-level support or IT leadership as needed.
• Provide patient and customer-focused support to users of all technical skill levels.
• Assist with basic user account setup and access changes.
• Support during peak periods, system updates, and special projects.
• Maintain confidentiality and protect data per HIPAA and policies.

Skills

Customer service

Strong communication

Documentation

Attention to detail

Professionalism under pressure

Discretion with confidential data

Education

High school diploma or GED

Associate degree in IT (preferred)

Tools

EMR/EHR systems

Ticketing system

Remote support tools

VPN

Email applications

Windows support

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.