IT Helpdesk Support (Tier 1 Support)

Summary: Provides first-line technical support to internal staff and clinicians. Handles ticket intake, basic troubleshooting, system access issues, and proper escalation.

Key Responsibilities:

• Serve as the first point of contact via chat, email, or ticketing system.
• Perform basic troubleshooting such as password resets, MFA issues, connectivity, and hardware/software support.
• Escalate unresolved issues to Tier 2 or IT management.
• Accurately log incidents and resolutions.
• Assist with onboarding and offboarding, including device setup, user credential creation, and access rights.
• Maintain internal support documentation.
• Follow HIPAA guidelines and internal security protocols.

Qualifications:

• 1–2 years of IT support or call center/technical support experience.
• Strong English communication ski...