IT Support & Help Desk Specialist
Company: Healthcare Chaos Management
Location: Indianapolis
Posted on: April 11, 2025
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Job Description:
About Us
Healthcare Chaos Management (HCM) is a 40-year-old, nationally
scaled healthcare revenue cycle company that is transforming into a
cutting-edge Healthcare FinTech organization. We serve hospitals
and healthcare systems across the U.S., blending human-centric
service with intelligent automation to improve patient financial
experiences and optimize healthcare revenue operations.
Job Overview
We are seeking a hands-on IT Support & Help Desk Specialist to
serve as the first point of contact for all technology support and
provisioning across HCM. Based on-site in Indianapolis (3-4 days
per week), you will manage help desk operations, user access,
endpoint security, and respond to staff needs in a fast-paced,
mission-driven environment. This role provides a unique opportunity
to drive operational excellence, partner with IT leadership, and
lay the groundwork for broader automation initiatives within a
rapidly evolving organization.
Key Responsibilities
1. Help Desk Ownership & Operations
- - - -Manage Ticketing & Resolution
- - - -Own help desk operations (e.g., Atera), triaging and
resolving tickets in a timely manner.
- - - -Troubleshoot hardware, software, and VPN/access issues,
ensuring first-contact resolution whenever possible.
- - - - - - - -
- - - -Documentation & Knowledge Base
- - - -Track common issues and solutions, contributing to HCM's
internal IT knowledge base for continuous improvement.
- - - - - - - -
- - - -User Support & Communication
- - - -Provide empathetic, clear guidance both in-person and
remotely (Teams, phone, email).
- - - -Communicate effectively with team members at all levels of
technical expertise.
- - - -2. User Provisioning & Lifecycle Management
- - - -Account Setup & Deprovisioning
- - - -Manage user accounts across Microsoft 365, Salesforce,
NetSuite, and other SaaS platforms.
- - - -Oversee onboarding/offboarding tasks including device setup,
application access, and compliance checklists.
- - - - - - - -
- - - -Access Control & Compliance
- - - -Maintain audit-ready logs of all provisioning,
deprovisioning, and access changes.
- - - -Collaborate with HR and hiring managers to ensure
streamlined onboarding from a technology perspective.
- - - -3. Endpoint Management & Security
- - - -Hardware & Software Deployment
- - - -Configure, image, and deploy laptops/desktops and
peripherals for new hires.
- - - -Ensure all endpoints remain patched, encrypted, and
compliant with internal security standards.
- - - - - - - -
- - - -Monitoring & Asset Management
- - - -Track antivirus, backup solutions, and endpoint inventories
(including warranty statuses).
- - - -Conduct regular endpoint health checks and document
remediation efforts as needed.
- - - -4. Software & Hardware Support
- - - -Installation & Troubleshooting
- - - -Install, configure, and resolve issues related to core
business applications.
- - - -Coordinate with software vendors for escalations, licensing,
and updates.
- - - - - - - -
- - - -Vendor Collaboration & Licensing
- - - -Maintain IT asset inventory to keep accurate records of
device assignments, repair history, and license usage.
- - - -5. IT Process Improvement & Collaboration
- - - -Automation & SOP Enhancement
- - - -Partner with the Senior IT Automation & Systems Analyst to
identify repeatable processes for automation.
- - - -Contribute to standard operating procedures (SOPs),
checklists, and protocols to maintain consistent, high-quality IT
support.
- - - - - - - -
- - - -Infrastructure Support
- - - -Collaborate with infrastructure vendors and the CTO on
projects requiring on-site troubleshooting (e.g., network
connectivity).
- - - -6. SaaS & Application Support
- - - -Issue Escalation & Root-Cause Analysis
- - - -Identify and escalate recurring SaaS issues, providing
insights for automation or process refinement.
- - - -Work with leadership to optimize SaaS integrations in line
with HCM's automation-first strategy.
- - - -What We Offer
- - - -Compensation: $60,000-$75,000/year, commensurate with
experience
- - - - - - - -
- - - -Medical, Dental & Vision Insurance: Major Medical,
Supplemental, and Dental plans
- - - - - - - -
- - - -401(k) Plan: Company match to support your long-term
financial goals
- - - - - - - -
- - - -Flexible Time Off (FTO) & Holiday Pay: Encourages a healthy
work-life balance
- - - - - - - -
- - - -Certification Support: Professional development
opportunities
- - - - - - - -
- - - -Additional Benefits: FSA, team-focused culture, and
opportunities to advance within a rapidly growing organization
- - - -Minimum Qualifications
- - - -Education: Associate's or Bachelor's degree in Information
Technology, Computer Science, or related field (or equivalent
experience).
- - - - - - - -
- - - -Experience: 5+ years in IT Help Desk or IT Support roles
(hybrid/multi-location environment preferred).
- - - - - - - -
- - - -Technical Certifications: CompTIA A+, Microsoft 365
Certified: Modern Desktop Administrator, ITIL Foundation
(preferred).
- - - - - - - -
- - - -Technical Skillset: Proficiency in Microsoft 365, Windows
OS, Teams, VPN, endpoint security solutions; familiarity with
Salesforce, NetSuite, or other SaaS platforms is a plus.
- - - - - - - -
- - - -Soft Skills: Strong communication, problem-solving, and
customer service orientation.
- - - -Work Environment & Physical Requirements
- - - -Location: Primarily on-site at our Indianapolis, IN office
(3-4 days/week), with hybrid flexibility.
- - - - - - - -
- - - -Schedule: Full-time, Monday-Friday (8 AM-5 PM), with
occasional after-hours support for critical issues.
- - - - - - - -
- - - -Fast-Paced Setting: Must excel in a dynamic environment with
multiple concurrent tasks and changing priorities.
- - - - - - - -
- - - -Collaborative Team Culture: Regular interaction with IT
leadership, cross-functional teams, and external vendors to resolve
technical challenges.
- - - - - - - -
- - - -Physical Requirements: Ability to set up computer equipment,
move light to moderately heavy objects (e.g., laptops, desktops,
and accessories).
- - - -Join Us
At HCM, you'll be at the forefront of our digital
transformation-enabling employees to perform at their best while
securing and optimizing our IT infrastructure. If you're passionate
about delivering exceptional technical support, streamlining
processes, and driving operational excellence, apply today and help
shape the future of healthcare technology at HCM.
Compensation details: 60000-75000
PId52163062182-37248-37377338
Keywords: Healthcare Chaos Management, Indianapolis , IT Support & Help Desk Specialist, Other , Indianapolis, Indiana
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