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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist - **Company:** Iowa Primary Care Association - **Location:** Des Moines, IA, United States (Remote available) - **Experience:** Experienced - **Salary:** $58,240.0 - $64,480.0 - **Contract:** Permanent contract - **Skills:** Issue Tracking Systems, Microsoft Office, Computer Networking Systems, Internet Protocol Telephony - **Published:** July 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d2981bd2814a5963 ## About the Role * Bachelor'sDegree in Liberal Arts, HealthEducation, Education, Sciences orAssociate Degreewith equivalent experienced required * Experience withhelpdesksoftware, phone support, andcustomer service.Knowledgeable about HIT applications and/or familiarity withuseof HIT applications in the ambulatory/outpatient setting. * Knowledge with anElectronic Health Recordand/orAthenaPracticeorEpica plus. * Proficiencywith Microsoft Office suite isrequired. * 3-5years' experiencein help desk, customer support, or HIT implementation duties. * Prior experience implementing andmaintainingsoftware applications. * Knowledge of VOIP phone systems, network systems, and basic IT troubleshooting a plus. * Involvement in professional organizations, or community organizations/communityservicethat work with healthcare. * Demonstrated work experience supporting /maintainingHIT applications. * High analytical skills,languageand reasoning ability. Excellent business acumen. * Demonstrated experience providing strong customer service. Telecommuting and Travel ## Description The Help Desk Specialist will primarily be responsible for overseeing the day-to-day duties of the help desk software system. In this capacity, this role will triage and troubleshoot to resolve complex help desk tickets, take incoming help desk related calls, as well as develop relationships with technology teams at member health centers and software support vendors., The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned. Customer Relations * Serves as primary point of contact for Help Desk tickets and incoming helpdesk phone calls and for internal IT tickets as assigned. * Provides exceptional customer service as member of the support team responsible for clinical and end-user support. * Work collaboratively with staff at health center sites to most efficiently solve problems specific to their center. Follow internal guidelines as well as exercise professional judgement to escalate tickets timely. * Works with staff over the phone at health center sites to support and solve problems specific to EHRS and related applications * Develop relationships with third party software vendors that are supported by the Iowa Primary Care Association, INConcertCare and IowaHealth+. * Work closely with the organizational teams on IT related projects needing assistance and communicate vital information to best support other HIT and data needs. Implementation and Maintenance of HIT * Acts as a backup to HIT projects to provide additional support where needed. Support * Utilize and manage the Company's ticket tracking system. Maintain and update thorough documentation. Develop and maintain SOP's, KB's and application support documentation for a wide variety of applications and processes. * Serves as member of the support team responsible for clinical/end-user level I/II support * Support health center implementation teams during implementation phase and for a time after go live, providing knowledge of software functionality. * Provide user account administration for network and application access. * Manages and support interfaces for health centers such as state immunization registry. Other Responsibilities * In partnership with peers ensure coverage of and provide vendor support for various health center reporting and compliance initiatives and other public health reporting requirements. * Work among the team to facilitate cross training and expand our knowledge to enhance our capacity to support the large variety of applications we host. * Performs other duties as assigned. ## Related Videos - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [A Hitchhikers Guide to Container Security - Automotive Edition 2024](https://www.wearedevelopers.com/videos/1119-a-hitchhikers-guide-to-container-security-automotive-edition-2024) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [Distributed search under the hood](https://www.wearedevelopers.com/videos/256-distributed-search-under-the-hood) ## Related Articles - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)