Sr. Desktop Support Technician

Because of our commitment to customer satisfaction, Bridgehead IT has grown into an industry leader. We are actively seeking a personable, passionate, and highly driven individual for the Senior Desktop Support Technician position.

Position Summary:

We are looking for a Senior Desktop Support Technician with NextGen EHR/EMR experience to provide expert-level technical support in a healthcare IT environment. This role will be responsible for resolving desktop, application, and system issues while ensuring seamless system functionality. The ideal candidate is highly skilled in troubleshooting and will work out of a ticketing system to manage, prioritize, and resolve user requests efficiently.

Key Responsibilities:

·       Provide advanced desktop support for hardware, software, and peripherals in a healthcare setting.

·       Troubleshoot and resolve NextGen EHR/EMR issues, including system performance, access problems, and application errors.

·       Work out of a ticketing system to document, prioritize, and resolve support requests in a timely manner.

·       Assist in the deployment and management of software updates, patches, and configurations for NextGen and related applications.

·       Assist with EHR workflow optimizations, ensuring clinical staff can efficiently use the system.

·       Ensure compliance with HIPAA regulations and healthcare IT security policies.

·       Troubleshoot and maintain Windows OS, Active Directory, Office 365, and networked devices.

·       Maintain detailed documentation of troubleshooting steps, resolutions, and common issues.

·       Train and support end users, ensuring they understand and effectively use NextGen and other IT systems.

·       Collaborate with internal IT teams to enhance system reliability and user experience.

·       Provide escalation support and mentor junior technicians.

Skills and Qualifications:

·       5 years of IT desktop support experience, with at least 2 years supporting NextGen EHR/EMR.

·       Experience working in a ticketing system (e.g., ConnectWise, ServiceNow, Zendesk, or similar).

·       Proficiency in Windows OS, networking, and Active Directory administration.

·       Strong knowledge of NextGen configurations, templates, and troubleshooting methodologies.

·       Understanding of HIPAA compliance, security best practices, and healthcare IT standards.

·       Strong problem-solving skills and ability to communicate effectively with both technical and non-technical users.

·       Ability to manage multiple priorities, work independently, and escalate complex issues when necessary.

·       Relevant industry certifications (CompTIA A , Network , Microsoft) are a plus.

·       Experience working with ticketing systems for issue tracking and resolution.

·       Ability to participate in an on-call rotation for after-hours support.

Bridgehead IT is proud to be an equal opportunity workplace and is an affirmative action employer.