IT Technician

Move Vertical; Milwaukee (WI); On-site; USD 40,000 - 55,000; Full time

Job summary

Move Vertical in Milwaukee, WI is seeking an IT Help Desk Technician to provide first-line technical support to clinical and administrative staff. You will handle password resets, access issues, VPN problems, and basic troubleshooting, following documented procedures.

You will document incidents in the ticketing system, escalate complex issues, and maintain confidentiality under HIPAA policies while delivering patient- and user-focused service.

Qualifications

• Strong communication skills for dealing with staff at all levels.
• Ability to stay calm and professional under pressure.
• Proficiency documenting support activities and resolutions.
• Understanding of basic IT concepts (password resets, VPN, email, accounts).

Responsibilities

• Respond to inbound help desk calls, tickets, and emails from clinical and administrative staff.
• Provide first-level technical support for common IT issues (password resets, account lockouts, VPN, email).
• Follow documented procedures, knowledge base articles, and internal support workflows.
• Accurately document incidents, troubleshooting steps, actions taken, and resolutions in the ticketing system.
• Escalate complex technical issues to higher-level support as needed.
• Provide professional, patient, and customer-focused support to users of varying skill levels.
• Maintain confidentiality and protect patient, employee, and organizational data per HIPAA policies.

Skills

Verbal communication

Written communication

Detail-oriented

Customer focus

Education

High school diploma or GED

HIPAA credential or training

Job description

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 and account lockouts
  • EMR/EHR and healthcare application access issues
  • VPN, email, and connectivity problems
  • Basic software and hardware troubleshooting
• Follow documented procedures, knowledge base articles, and internal support workflows
• 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 varying technical skill levels
• Maintain strict confidentiality and protect patient, employee, and organizational data in accordance with HIPAA and company policies
• Support increased ticket and call volume during peak periods, system updates, and special projects
• Assist with basic user account setup, access changes, and application support as needed

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, passwords, VPN, and common business applications
• Strong verbal and written communication skills
• Customer-first 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