IT Help Desk Specialist

Revel Staffing; Pittsburgh (Allegheny County); On-site; USD 40,000 - 60,000; Full time

Job summary

Revel Staffing is seeking an IT Help Desk Specialist to provide day-to-day technical support in a healthcare environment. This role supports clinical and administrative staff with account access, EMR/EHR systems, healthcare applications, email, VPN, and basic hardware/software troubleshooting.

The ideal candidate will have strong customer service skills, clear communication, and the ability to assist users with varying technical skills, while maintaining HIPAA confidentiality.

Qualifications

• High school diploma or GED is required.
• HIPAA compliance training or credential is required.
• 1+ year of IT help desk or related experience preferred.
• Basic understanding of Windows, email, user accounts, VPN, and common business apps.
• Strong verbal and written communication skills.
• Customer-focused mindset with professionalism under pressure.
• Ability to document support activity accurately.

Responsibilities

• Respond to inbound help desk calls, tickets, and emails from staff.
• Provide first-level technical support for common IT issues (password resets, EMR/EHR access, VPN, email, software/hardware issues).
• Follow procedures and knowledge base articles to troubleshoot issues.
• Document incidents, steps taken, and resolutions in the ticketing system.
• Escalate complex issues to higher-level support as needed.
• Provide patient, professional support to users of all technical levels.
• Assist with account setup and access changes as needed.
• Support peak periods, system updates, and special projects.
• Maintain confidentiality per HIPAA and company policies.

Skills

Customer service

Verbal and written communication

Attention to detail

Discretion

Education

High school diploma or GED

Associate degree in IT/CS (preferred)

Tools

EMR/EHR systems

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.