About this role
The IT Support Technician oversees helpdesk operations and supports end-users by resolving desktop and system issues to meet SLA requirements. The role also handles new employee setup and coordinates support for Citrix, Microsoft Office, Adobe, Windows, and EMR/Ambulatory systems.
Key Responsibilities
- Receive and respond to incoming tickets or e-mails for desktop and system questions
- Diagnose and troubleshoot complex desktop problems in person or via remote connection
- Provide end-user support for Citrix, Microsoft Office, Adobe, Windows and EMR/Ambulatory systems
- Ensure compliance with standard operating procedures and HIPAA regulatory requirements
- Support the IT team and Manager of IT with implementation of creative solutions
Technical Overview
First-line IT support for desktops and end-user systems, including hardware troubleshooting and operating system problem resolution. Supports common enterprise tools (Microsoft Office, Adobe products, Citrix) and healthcare environments via EMR/Ambulatory systems with HIPAA compliance and SOP adherence.
Ideal Candidate
The ideal candidate is an entry-level IT Support Technician with 2+ years in a related IT field and a Bachelor's degree in a related IT field. They are strong in helpdesk operations, desktop support, hardware troubleshooting, and operating system troubleshooting, and can support Microsoft Office, Adobe products, Citrix, Windows, and EMR/Ambulatory systems while meeting SLA expectations and HIPAA compliance requirements.
Must-Have Skills
Oversee helpdesk operationsReceive and respond to incoming tickets or e-mails regarding desktop and system questionsResolving problems in a timely and professional manner with SLA requirementsSupport end-users for CitrixSupport Microsoft OfficeSupport AdobeSupport WindowsSupport EMR/Ambulatory systemsKnowledge of and adherence to standard operating proceduresKnowledge of and compliance with regulatory requirements such as HIPAAHands-on hardware troubleshooting experienceAdvanced knowledge of Microsoft Office and Adobe productsAdvanced technical knowledge of computing environment and operating systems
Nice-to-Have Skills
In person or via remote connection diagnosis of complex desktop problems
Tools & Platforms
Microsoft OfficeAdobeCitrixWindowsEMR/Ambulatory systemsMicrosoft OfficeAdobe products
Required Skills
helpdesk operationsnew employee setupdesktop and system questionsSLA requirementshardware troubleshootingoperating systems troubleshootingMicrosoft OfficeAdobe productsCitrix supportWindows supportEMR/Ambulatory systems supportstandard operating proceduresHIPAA complianceticket triagecommunication
Hard Skills
helpdesk operationsnew employee setupentry level network and server related issuesSLA requirementsdesktop and system questions resolutionticket and e-mail triagedesktop troubleshootinghardware troubleshootingtoolscomponentsand peripheral accessories operationoperating systems troubleshootingMicrosoft OfficeAdobe productsCitrix supportWindows supportEMR/Ambulatory systems supportnetwork printers supportstandard operating procedures (SOP) adherenceHIPAA compliance
Soft Skills
quick response and resolutionstrong written and oral communication skillspresent ideas in user-friendly languageself-motivated and self-directedability to prioritize and execute tasks in a high-pressure environmenteffective time management skillsteam-orientedcollaborative environmentprofessional and effective interpersonal skillsrelationship-building skillspositive attitudeuser-friendly IT environment support
Keywords for Your Resume
IT Support Technicianhelpdesk operationsnew employee setupdesktop supportsystem questionsSLAtickete-mailshardware troubleshootingoperating systemsMicrosoft OfficeAdobe productsCitrixWindowsnetwork printersstandard operating proceduresHIPAAin personremote connection diagnosisdesktop problemsEMR/Ambulatory systemsend-user supportanalytical and problem-solving abilitieshelpdeskAdobe
Deal Breakers
Bachelor's degree in related IT fields (as stated), 2 years' experience in a related IT field (as stated), Must be able to comply with HIPAA requirements
Get matched to jobs like this
Luna finds roles that fit your skills and career goals — no endless scrolling required.
Create a Free Profile