Help Desk Specialist

The IT Operations & Help Desk Support Administrator is responsible for managing day-to-day IT operations and providing Tier 1/2 technical support across headquarters. This role ensures system stability, user satisfaction, and compliance with healthcare IT standards. The individual will oversee ticketing workflows, device provisioning, patching, and operational readiness while contributing to process improvement and documentation. Additionally, this individual will help modernize the Help Desk by leveraging digital and AI capabilities., Help Desk & End-User Support

• Manage the ticketing system (Halo or equivalent) and ensure SLA compliance.
• Provide Tier 1/2 support for hardware, software, and connectivity issues.
• Troubleshoot Windows OS (10/11), M365 applications, and remote access tools.
• Support device setup, patching, and application deployment via Intune/Company Portal.

IT Operations

• Maintain inventory of IT assets across HQ, clinics, and mobile units.
• Oversee patch management and endpoint security compliance.
• Build Halo ESM/CRM workflows with ability to demo, document training, and provide training/communications throughout the organization.
• Coordinate with vendors for hardware procurement and service escalations.
• Monitor system performance and escalate critical issues as needed.
• Develop executive and team dashboards related to KPIs and SLAs.

Infrastructure & Facility Technology

• Support network connectivity (VPN, Wi-Fi) and troubleshoot outages.
• Ensure operational readiness for mobile units, including connectivity and power backup.

Process Improvement & Documentation

• Develop SOPs and user guides for IT processes and troubleshooting.
• Document system configurations, workflows, and change logs for audit readiness.
• Contribute to IT governance and compliance initiatives (HIPAA, HITRUST).

Collaboration

• Partner with clinical and operational teams to support EHR and application access.
• Participate in IT projects, including Halo CRM implementation and system upgrades.
• Serve as a mentor and coach to team members.

• Associate's degree in Information Technology or related field; Bachelor's preferred.
• 3+ years of experience in IT support or operations.
• Strong knowledge of Windows OS, M365, Intune, and endpoint security.
• Familiarity with networking basics (VPN, Wi-Fi) and physical security systems.
• Excellent troubleshooting and customer service skills.
• Understanding of healthcare IT compliance (HIPAA, HITRUST).
• Ability to communicate clearly, concisely, and timely to stakeholders., * Experience with Halo ESM or similar ITSM platforms.
• Knowledge of Azure AD, MFA, and identity access management.
• Exposure to mobile unit technology and remote connectivity solutions.

KPIs & Success Metrics

• SLA compliance for ticket resolution.
• Reduction in recurring incidents through proactive maintenance.
• Positive end-user satisfaction scores.
• Accurate documentation and audit readiness.