Helpdesk Analyst - Clinical Operations

Job Description

Job Description

Department: IS&T

Position type: Full-time 37.5 hours

FLSA: Non-exempt

Job Summary: The Helpdesk Analyst – Clinical Operations is a key member of Trillium Health’s Information Systems & Technology team, providing Tier 1 and Tier 2 technical support for clinical staff. This role ensures secure, reliable access to IT systems that are essential for patient care, including network connectivity, endpoint devices, and clinical applications. The analyst is responsible for troubleshooting, training, and documentation, while maintaining compliance with HIPAA and Zero Trust security principles. By resolving technical issues quickly and efficiently, the analyst helps clinicians deliver timely, high-quality care.

Duties/Responsibilities:

• Serve as the primary point of contact for IT support issues affecting clinical operations, ensuring prompt and effective resolution.
• Troubleshoot and resolve problems related to:
  1. Network connectivity (wired and wireless)
  2. Endpoint devices (desktops, laptops, tablets, mobile devices)
  3. EHR systems (EPIC and other clinical applications)
  4. Printers, scanners, and peripheral devices
  5. VPN and secure remote access

• Create, update, and deliver training materials and onboarding sessions for clinical staff, ensuring they can use IT systems confidently and securely.
• Document all incidents and service requests in the TIKIT ticketing system, maintaining accurate records for compliance and analysis.
• Assist with device imaging, deployment, and configuration to support clinical workflows.
• Support endpoint security compliance and patch management as needed
• Escalate complex infrastructure issues to Tier 3 teams (network/security) when necessary.
• Participate in system upgrades, infrastructure projects, and after-hours on-call rotation for critical support.
• Maintain strict compliance with HIPAA regulations and Zero Trust security principles, protecting patient data and organizational assets.

Required Skills/Abilities:

• Familiarity with healthcare workflows and HIPAA compliance is a plus.
• Strong troubleshooting and problem-solving abilities, with a focus on minimizing downtime for clinical staff.
• Excellent oral and written English communication and customer service skills, including the ability to explain technical concepts to non-technical users.
• Ability to prioritize and manage multiple tasks in a fast-paced clinical environment.
• Knowledge of Zero Trust security principles and best practices, with a commitment to continuous learning in cybersecurity.
• Collaborative mindset, working effectively with IT colleagues and clinical leadership to support organizational goals.

Education and Experience:

• Associate’s degree in information technology or a related field required.
• Certifications such as CompTIA A+, ITIL, Microsoft, ISC2, or healthcare IT credentials preferred but not required.
• 1–3 years of experience in help desk or technical support, ideally within a healthcare environment.
• Experience supporting clinical operations and EMR systems (EPIC or similar) strongly preferred.

Physical Requirements: While performing the duties of this job, the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms; talk and hear. Occasionally, the employee must stoop, bend, lift, or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.