Tier 1 Technical Support Specialist

The Woman’s Group is seeking a Tier 1 Healthcare IT Support Specialist to serve as the first point of contact for technology issues across our multi-site medical practice. This role provides day-to-day desktop, network, and application support to clinical and administrative staff, ensuring smooth operations across all locations. The ideal candidate is a strong communicator who can translate technical solutions into plain language for non-technical clinical staff, while maintaining strict confidentiality and HIPAA compliance., * Serve as first-line support for incoming help desk tickets, phone calls, and walk-up requests from clinical and administrative staff across all practice locations

• Troubleshoot and resolve common hardware issues (workstations, laptops, printers/MFPs, scanners, peripherals) and escalate complex hardware failures as needed
• Provide basic support for the practice’s Electronic Health Record (EHR) system, including login issues, printing problems, and user access requests.
• Perform routine Active Directory tasks: password resets, account unlocks, new user provisioning, and basic group membership changes under supervision.
• Set up and configure new workstations, phones, and mobile devices according to standard IT imaging and deployment procedures.
• Support day-to-day network connectivity issues (Wi-Fi, wired connections, VPN access) at clinic locations.
• Assist with imaging/diagnostic equipment connectivity issues in coordination with clinical staff and Tier 2/3 IT
• Maintain accurate documentation of issues, resolutions, and asset inventory in the ticketing system.
• Escalate complex issues (server, domain controller, security, or infrastructure-level problems) to Tier 2/3 support with clear, thorough documentation
• Follow HIPAA and practice security policies when handling PHI-adjacent systems and data
• Travel between clinic locations as required to provide on-site support

• 2+ years of experience in an IT help desk or technical support role (healthcare environment preferred but not required)
• Working knowledge of Windows 10/11 desktop environments and basic Active Directory concepts (user accounts, password resets, group policy awareness)
• Familiarity with common office hardware: printers/MFPs, scanners, VoIP phones, mobile devices
• Basic understanding of networking concepts (Wi-Fi troubleshooting, IP addressing, VPN client use)
• Strong customer service orientation with the ability to communicate clearly with non-technical clinical staff, often under time pressure
• Ability to prioritize and manage multiple open tickets across different locations
• Valid driver’s license and reliable transportation for travel between sites
• High school diploma or equivalent required; Associate’s degree in IT or related field, or equivalent certification (CompTIA A+ preferred)

Preferred Qualifications

• Experience supporting an EHR platform (eClinicalWorks or similar) in a clinical setting
• Exposure to healthcare-specific compliance requirements (HIPAA, HITECH)
• Experience with ticketing systems (e.g., Salesforce)
• Familiarity with imaging/PACS or diagnostic device connectivity in a clinical environment
• Prior experience in a multi-site or distributed IT support role

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Employee discount, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance