Job Description

Job Title: IT Help Desk Specialist

Location : Nashville, TN

Reports To: IT Director

Position Summary

We are seeking a mature, personable, and growth-oriented IT Help Desk Specialist to serve as the first line of support for our end users—especially our clinical providers. This is a Level 1 opportunity ideal for someone who thrives under pressure, enjoys solving problems, and takes pride in being the calming, supportive presence during stressful or high-impact IT escalations. Reporting to the IT Director, this role is critical in ensuring seamless user experiences, prompt issue resolution, and forward momentum for our internal teams.

Key Responsibilities

• Serve as the first point of contact for technical support requests from staff, executives, and clinical providers.
• Monitor and manage the service desk ticket queue, ensuring accurate prioritization and efficient routing of issues.
• Troubleshoot a wide range of desktop, application, and network-related issues.
• Provide escalation support for Level 1 Help Desk agents and determine when to involve Level 2/3 engineers.
• Be a calm, composed, and empathetic voice during escalated support scenarios—particularly for providers navigating time-sensitive or high-impact IT challenges.
• Set up and configure desktop hardware, software, and peripherals for new and existing users.
• Create user-friendly documentation and provide ongoing end-user training to promote self-sufficiency.
• Provide printer and queue management support.
• Support Citrix XenApp client environment troubleshooting.
• Participate in on-call support rotations and maintain mobile availability as needed.

Core Qualifications

• Strong knowledge of Windows operating systems and current communication/device technologies.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Familiarity with Citrix environments and remote access technologies.
• Proven ability to communicate technical information to non-technical users in a friendly, professional manner.
• Excellent organizational skills and the ability to manage multiple tasks with competing deadlines.
• Comfortable working both independently and collaboratively in a fast-paced environment.
• Prior experience supporting providers or high-touch roles is a plus.

Minimum Requirements

• Bachelor’s degree or equivalent technical training.
• 4–5 years of experience in IT help desk or network/systems support.

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