Healthcare Specialist

Provides or leads frontline technology support, helping employees access the systems, devices, and services they need to work. Receives requests through service portals, phone, email, or in person; records them in a ticketing system; and works to resolve issues within agreed service targets. Communicates clearly with users about progress, next steps, and any information needed to investigate a problem.

An IT Service Desk Analyst handles first-contact support, diagnoses common issues, resolves service requests, and escalates incidents that need specialist attention. An IT Support Specialist may provide more advanced or hands-on support for computers, applications, accounts, networks, mobile devices, and workplace technology. An IT Service Desk Manager oversees the service desk team, processes, tools, service levels, staffing, and performance, and works with technology teams to improve the support experience.

Troubleshoots issues involving operating systems, business applications, email, accounts, printers, connectivity, VPNs, mobile devices, and other IT services. May set up or replace equipment, support onboarding and offboarding, manage user access requests, and guide users through solutions. Documents troubleshooting steps and resolutions, maintains knowledge articles, follows security and identity procedures, and protects user and company information.

Tracks ticket volumes, response and resolution times, user satisfaction, recurring incidents, and escalations. Identifies common problems and works with infrastructure, application, security, and vendor teams to address root causes. Manager-level positions may establish service desk standards, develop staff, manage vendors and budgets, coordinate major incident communications, and improve IT service management practices.

• Diploma or bachelor’s degree in information technology, computer science, or a related field preferred; equivalent experience may be considered
• Experience in IT service desk, desktop support, technical support, or IT operations
• Familiarity with Windows or macOS, common business applications, hardware, printers, and mobile devices
• Basic understanding of networks, Wi-Fi, VPNs, user accounts, and access controls
• Strong troubleshooting skills and a methodical approach to diagnosing issues
• Ability to explain technical steps clearly to users with different levels of technical knowledge
• Experience with ticketing systems, remote support tools, and knowledge bases is an asset
• Understanding of IT service management practices, incident and request handling, and escalation procedures
• Strong customer service, listening, and communication skills
• Good documentation habits and attention to detail when recording tickets and resolutions
• Ability to prioritize requests, manage workload, and meet service targets
• Awareness of cybersecurity, privacy, identity verification, and safe handling of company data
• Relevant certifications such as CompTIA A+, Microsoft, Apple, or ITIL are beneficial
• Team leadership, service-level management, vendor coordination, and process improvement experience may be expected for manager-level positions