IT Technician

Revel Staffing; Plano (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Revel Staffing in Plano, TX is seeking an IT Help Desk professional to respond to inbound calls, tickets, and emails from clinical and administrative staff. You will provide first-level technical support for common IT issues, including password resets, access problems, VPN, and email.

You will follow documented procedures, document incidents and resolutions in the ticketing system, escalate complex issues, and maintain patient and data confidentiality under HIPAA.

Qualifications

• High school diploma or GED required.
• Active 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.
• 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.

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 access issues, VPN, email, and connectivity problems.
• 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.

Skills

Windows basics

Email basics

VPN basics

Documentation

Customer communication

Education

HS diploma

HIPAA compliance

Tools

Help desk ticketing system

EMR/EHR access

Healthcare applications

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