IT Technician

Revel Staffing; Pasadena (CA); On-site; USD 28,000 - 39,000; Full time

Job summary

Revel Staffing is seeking an IT Help Desk specialist in Pasadena, CA. You will respond to calls, tickets, and emails from clinical staff and provide first-level support for common IT issues including password resets, VPN, and EMR/EHR access.

The role requires a HS diploma or GED and HIPAA compliance training, with 1+ year of related experience. You will document activities in the ticketing system and maintain confidentiality per policy.

Qualifications

• High school diploma or GED required.
• HIPAA compliance credential or training required.
• 1+ year of IT help desk or related experience preferred.
• Basic understanding of Windows, email, user accounts, passwords, VPN, and common business applications.

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, access issues, 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 issues to higher-level support or IT leadership as needed.
• Provide professional, patient, and customer-focused support to users of varying technical skill levels.
• Maintain confidentiality and protect patient, employee, and organizational data per HIPAA and policies.
• Support increased ticket and call volume during peak periods, system updates, and projects.
• Assist with basic user account setup and access changes as needed.

Skills

Windows OS

Email systems

Communication skills

Customer service

Documentation

HIPAA compliance

Confidential data handling

Education

High school diploma or GED

Tools

Ticketing system

VPN

EMR/EHR access tools

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