IT Help Desk Specialist: First‑Line Tech & EHR Support

Child & Family Services, Inc.; New Bedford (MA); On-site; USD 42,000 - 60,000; Full time

Job summary

Child & Family Services, Inc. in Massachusetts seeks a Help Desk Support specialist to provide first‑level IT assistance to staff, handling inquiries by phone, email or web, and coordinating with the IT team to resolve issues.

This on‑site role in New Bedford focuses on EHR and technical support, user account provisioning across systems, and ticket management to ensure timely solutions and accurate records, while maintaining service levels.

Responsibilities

• Serve as the first point of contact for IT's Electronic Health Record (EHR) and Technical teams using phone or electronic ticket system
• Triage employee technical issues by asking questions and documenting information pertaining to staff concerns
• Perform troubleshooting using diagnostic techniques to resolve common and Level 1 technical issues
• Escalate cases which require admin-level access, custom configurations, database edits, or server/network changes
• Utilize excellent customer service skills when triaging employee issues
• Lead creation of new hire accounts in all 3rd party and on-premises systems
• Lead creation of new hire accounts in all EHR environments
• Lead terminations of employee accounts in all 3rd party and on-premises systems
• Lead terminations of employee accounts in all EHR platforms and related integrations
• Assist both EHR and Technical teams with any ongoing projects as needed
• Recording all interactions involving technical assistance
• Follow-up and updating staff ticket statuses
• Manage Help Desk tickets in a timely manner and meet all SLA’s
• Follow-up with employees to ensure issues are resolved
• Watch for issue trends and report to Director of IT
• Run diagnostics to resolve customer reported issues
• Maintain inventory system
• Other duties as assigned

Job description

Child & Family Services, Inc. in Massachusetts seeks a Help Desk Support specialist to provide first‑level IT assistance to staff, handling inquiries by phone, email or web, and coordinating with the IT team to resolve issues.

This on‑site role in New Bedford focuses on EHR and technical support, user account provisioning across systems, and ticket management to ensure timely solutions and accurate records, while maintaining service levels.