Job Description

Job Summary:

The Service Desk and Clinical Support Specialist will be the first point of contact for all IT-related issues, including hardware, software, network, and clinical application support. This individual will deliver prompt, high-quality support to both administrative and clinical users, ensuring smooth operations across hospital systems and healthcare applications.

Key Responsibilities:

Service Desk Support:

Serve as the first line of support for all IT issues via phone, email, ticketing system, or in person. Troubleshoot and resolve issues related to desktops, laptops, printers, Microsoft Office 365, Windows OS, and general hardware. Escalate unresolved problems to higher-level support teams as necessary. Document all incidents and service requests accurately in the ITSM/ticketing system. Manage user accounts and access in Active Directory, email systems, and EHR platforms.

Clinical Application Support:

Provide frontline support for clinical applications such as EHR/EMR (e.g., Epic, Cerner, Meditech), PACS, RIS, and LIS. Troubleshoot issues related to clinical workflows, medical devices integration, and application performance. Work closely with clinicians to understand their technology challenges and deliver timely solutions. Support and train end-users (doctors, nurses, admin staff) on clinical systems and software best practices.

Operations & Onsite Support:

Perform routine checks, patching, and maintenance for clinical workstations and devices. Provide support during Go-Lives, upgrades, and maintenance windows for clinical systems. Coordinate with biomedical teams for the integration and support of medical equipment (e.g., vital sign monitors, lab devices).

Reporting & Documentation:

Maintain accurate documentation of technical procedures and clinical workflows. Generate regular reports on service desk performance, ticket trends, and application issues.

Key Skills and Qualifications:

Bachelor's degree in Information Technology, Healthcare Informatics, or related field. 2-4 years of experience in IT support, preferably in a healthcare or hospital setting. Strong knowledge of Windows OS, Active Directory, Office 365, and networking basics. Familiarity with clinical systems like Epic, Cerner, Meditech, or other EHRs. Understanding of HIPAA regulations and healthcare data security. Excellent communication and interpersonal skills; ability to support non-technical users. A+, ITIL, or HDI certification is a plus.

Preferred Attributes:

Customer-first mindset with strong problem-solving abilities. Able to prioritize in a fast-paced clinical environment.

Team player with a collaborative attitude.

Qualifications

Any degree with IT

Range of Year Experience-Min Year

5

Range of Year Experience-Max Year

8