Help Desk Specialist

Job Summary:

Provide frontline IT assistance to hospital staff, clinicians, providers, and administrative personnel, addressing their IT-related issues promptly and efficiently. Your responsibilities will include diagnosing and resolving hardware and software problems, via phone, email or in-person. 

Supports, and is responsible for incorporating into job performance, the Frederick Health (FH) mission, vision, core values and customer service philosophy and adheres to the FH Compliance Program, including following all regulatory requirements and the FH Standards of Behavior.

Example of Essential Functions:

• Respond to support requests and inquiries from employees and clients via phone, email, or in-person


• Diagnose and resolve technical issues related to computer hardware, software, networks, and peripherals


• Collaborate with other IT team members to escalate and resolve complex issues


• Document and maintain records of support requests, resolutions, and system configurations


• Help patients with their technical portal questions and access issues.

Required Knowledge, Skills and Abilities:

• Proficiency in diagnosing and resolving hardware and software issues.


• Basic knowledge of computer networking concepts (TCP/IP, DHCP, DNS).


• Ability to troubleshoot Windows and IOS operating systems.


• Familiarity with common productivity software (Microsoft Office)


• Experience with remote desktop support tools (Bomgar or equivalent)


• Understanding of mobile device management (iOS, Android).


• Basic understanding of server administration tasks (user account management, file sharing).


• Basic understanding of Citrix


• Understanding of ITIL (Information Technology Infrastructure Library) concepts and best practices.


• Ability to configure and deploy Cisco/Zebra internal phones


• Familiarity with IT security principles and practices.


• Awareness of software licensing and compliance regulations.


• Basic understanding of hardware components and peripherals.


• Excellent problem-solving skills and the ability to think logically.


• Strong communication skills, both verbal and written, for effective interaction with end-users.


• Patience and empathy when dealing with users experiencing technical difficulties.


• Ability to prioritize and manage multiple tasks in a fast-paced environment.


• Willingness to learn and adapt to new technologies and procedures.


• Attention to detail to accurately document support activities and resolutions.


• All other necessary duties or job functions as assigned by Helpdesk Coordinator or Technical Services Supervisor.

Minimum Education, Training, and Experience Required:

• 1 year Helpdesk or IT working experience required.  Prefer pervious hospital or healthcare environment experience


• A+ Certification Required

Patient Contact

Must demonstrate and maintain current knowledge and skills in providing appropriate care/contact for patients in the following age groups:

    X          Performance of job does not require patient contact

Physical Demands:

Sedentary - Light Work - Lifting up to 15 pounds on an infrequent basis (less than one lift every three minutes).  While work is mostly done sitting, a certain amount of walking or standing is often necessary.

Ergonomic Risk Factors:

Repetition:  Repeating the same motion over and over again places stress on the muscles and tendons.  The severity of risk depends on how often the action is repeated, the speed of the movement, the required force and muscles involved.

Working Conditions:

• Bloodborne Pathogens Exposure Risk:  Category C – NO exposure to blood or body fluids.

Reporting Relationship:

Reports to Technical Services Supervisor 

Salary Range

$20.84 min to $30.68 max