Job Description

Description:

PURPOSE STATEMENT

The Helpdesk Lead plays a key role in ensuring service continuity, mentoring Tier 1 analysts, and maintaining high-quality support for all hospital and enterprise applications. Serves as a frontline troubleshooting support to achieve first-call resolution. The Helpdesk team is responsible for first line triaging and prioritizing all Information Technology (IT) service requests within a healthcare provider system. Assistance may include telephone, online, or in-person interactions. The Helpdesk Lead works closely with systems administrators and application analysts to monitor system performance issues and notify end-users of any downtime.

ESSENTIAL FUNCTIONS

Serve as first point of escalation for Tier 1 technicians and coordinate with Tier 2 and application teams as needed. Monitor and manage ticket queues, ensuring incidents and service requests are handled promptly and in line with SLAs. Actively troubleshoot and resolve escalated issues involving enterprise and clinical systems, including EHR logins, badge readers, printers, and peripherals. Oversee the day-to-day operations of the Helpdesk, including staffing coverage, ticket quality, and communication flow. Train and mentor new and existing helpdesk analysts, reinforcing customer service standards, documentation practices, and escalation paths. Track and report on service desk metrics such as first call resolution, response time, and incident aging. Collaborate with IT leadership to identify process improvements and support ITIL-aligned service delivery. Participate in major incident communication and coordination, ensuring clinicians and end-users are informed of outages or service disruptions. Maintain thorough and accurate documentation within the ticketing system. Ensure compliance with HIPAA, organizational policies, and data protection requirements. Maintains regular and predictable attendance. Performs other essential duties as assigned.

Requirements:

EDUCATION/EXPERIENCE/SKILL REQUIREMENTS

High school diploma or equivalent. Minimum 1 - 3 years of Helpdesk or Service Desk experience required. Leadership or escalation point experience preferred. Hands-on experience supporting enterprise and clinical applications in a 24/7 healthcare setting. Familiarity with Active Directory account management and password reset processes. Proven ability to coach, mentor, and train junior technicians. Proficiency with ITSM tools (ServiceNow, Freshservice, Remedy, etc.). Exposure to clinical hardware and hospital communication systems (Vocera, Ascom, etc.). Working knowledge of HIPAA regulations and experience handling Protected Health Information (PHI). Understanding of data privacy, confidentiality, and security best practices. Familiarity with EHR systems (Epic, Cerner, Meditech, or similar) preferred. Basic understanding of ITIL practices including Incident, Request, and Escalation Management. Experience with supporting Citrix or VDI environments. Understanding of change management and problem management processes. Ability to contribute to knowledge base and SOP documentation. English sufficient to provide and receive instructions/directions. Excellent customer service and phone etiquette, with strong written and verbal communication skills. Ability to remain calm under pressure and manage competing priorities effectively. Must be self-motivated and have the ability to work within the established policies, procedures and practices prescribed by the hospital/clinic.

PHYSICAL/MENTAL REQUIREMENTS

Must be able to sit and stand intermittent 8 to 10 hours a day. Must be able to use standard office equipment, including the telephone and computer keyboard. Continuously works under pressure of near 100% accuracy while meeting inflexible deadlines. Continuously utilizes manual/bi-manual dexterity, near vision, speech, and hearing. Frequently stands, walks, sits and utilizes eye/hand coordination and color definition. Occasionally reaches above shoulder, regularly required to lift and/or carry up to 25 lbs. * Occasionally walks on uneven surfaces.