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Help Desk Specialist
Mondo
- New York, New York, United States
- New York, New York, United States
Über
We are seeking a patient, customer-focused
Help Desk Specialist
to provide
Tier 1 IT support
across our healthcare organization. This role will serve as the first point of contact for employees experiencing technical issues, primarily resolving simple requests such as password resets and login problems, while escalating more complex issues to the IT Administrator. This position requires strong communication skills, a customer service mindset, and the ability to deliver clear, empathetic support to non-technical users in a
HIPAA-compliant environment . Day-to-Day Responsibilities
Provide
Tier 1 support
via phone, Zendesk tickets, and Google Meet sessions. Troubleshoot common issues such as password resets, login errors, and basic software/device navigation. Escalate requests requiring admin access or advanced troubleshooting to the IT Administrator. Support primarily
Windows devices and Android phones , with occasional Mac/Chromebook assistance. Maintain accurate ticket documentation and follow up with users to ensure resolution. Deliver clear, friendly, and patient guidance to employees with varying technical skill levels. Work fully remote while aligned to
Pacific Standard Time (PST)
hours. Must Haves
3–10 years of experience in
IT support/help desk roles
(Tier 1 focus). Proficiency with
Zendesk
for ticket management. Experience supporting users on
RingCentral . Strong understanding of
HIPAA
and healthcare privacy requirements. Excellent communication skills with a
customer service mindset —friendly, kind, and approachable. Ability to troubleshoot common issues and escalate effectively. Nice to Haves
Experience supporting
EHR systems
(Tebra strongly preferred). Prior IT support experience in a
healthcare environment . Familiarity with remote troubleshooting tools.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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