IT Help Desk Technician II - Healthcare Systems

Position: IT Help Desk Technician II - Healthcare Systems Support

About Our Organization

We are a growing healthcare organization in the Memphis area seeking a skilled IT Help Desk Technician II to join our dynamic IT support team. This role is critical in maintaining the technology infrastructure that enables our medical professionals to deliver exceptional patient care.

Position Overview

As a Tier 2 IT Help Desk Technician, you will provide advanced technical support for our clinical and administrative staff, troubleshooting complex issues that elevate beyond tier 1 support. You will work with a diverse range of technologies from standard enterprise systems to specialized medical equipment and healthcare applications.

Technical Support & Troubleshooting

• Provide tier 2 support for escalated help desk tickets, resolving complex technical issues for desktop, network, and healthcare-specific applications
• Support and maintain Electronic Health Record (EHR) systems and Patient Management software
• Troubleshoot medical equipment connectivity issues and interface problems
• Diagnose and resolve Active Directory, group policy, and domain authentication issues
• Assist with printer management, including specialized medical label and wristband printers

Healthcare Systems Management

• Monitor and support HL7 message interfaces between clinical systems
• Coordinate with vendors for medical equipment software updates and patches
• Ensure HIPAA compliance in all technical support activities
• Document technical issues and resolutions in accordance with healthcare regulations

Infrastructure & Network Support

• Perform basic network troubleshooting including connectivity, VLAN, and TCP/IP issues
• Support wireless infrastructure for medical devices and mobile workstations
• Assist with workstation deployment and imaging for clinical areas
• Maintain inventory of IT assets including medical peripherals and specialized hardware

Collaboration & Communication

• Work closely with clinical staff to understand workflow requirements and minimize downtime
• Collaborate with engineers and system administrators on complex issues
• Provide on-call support on a rotating basis for critical healthcare systems
• Train end users on healthcare applications and best practices

Education & Experience

• Associate degree in Information Technology, Computer Science, or related field (Bachelor's preferred)
• 2-4 years of IT help desk experience, with at least 1 year in a healthcare environment
• Active IT certification such as CompTIA A+, Network+, or Healthcare IT Technician (HIT)

Technical Skills

• Solid understanding of Windows 10/11 and Windows Server environments
• Experience with Active Directory, Group Policy, and domain administration
• Basic networking knowledge including TCP/IP, DNS, DHCP, and VLAN concepts
• Familiarity with Microsoft Office 365 and Exchange
• Experience with remote support tools and ticketing systems

Healthcare Technology Experience

• Working knowledge of EHR systems (Veradigm or similar)
• Understanding of HL7 messaging standards and healthcare data exchange
  
  Experience supporting medical devices and clinical equipment interfaces
• Familiarity with PACS, laboratory information systems, and pharmacy systems
• Knowledge of HIPAA technical safeguards and healthcare compliance requirements

Preferred Qualifications

• HL7 certification or demonstrable experience with interface engines (Mirth, Rhapsody, Cloverleaf)
• Experience with Citrix and VMware virtual desktop environments
• Knowledge of SQL for basic database queries
• Experience with mobile device management (MDM) in healthcare settings
• Familiarity with biomedical equipment networks and medical device security

Work Environment

This position is based in Memphis, TN, and requires on-site presence to support multiple clinics in the area. The role involves working in various healthcare settings including patient care areas, requiring adherence to infection control protocols. Occasional evening or weekend work may be required for system maintenance or emergency support.

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