HIS Helpdesk Support Specialist

JOB SUMMARY: Under the direction of the HIS Operations Supervisor, the HIS Helpdesk Support Specialist provides helpdesk support to Health Services end-users, including clinical staff, physicians, faculty, administrative, and other staff. This position provides basic levels of technical support on core and ancillary clinical/pharmaceutical applications/hardware. Systems include, but are not limited to, the electronic medical record, practice management, pharmacy management, and population health management applications.  

ESSENTIAL FUNCTIONS

Technical Support & Issue Resolution

• Serve as the primary point of contact for Health Information Systems (HIS) technical support, triaging, prioritizing, and resolving user issues via phone, email, and helpdesk systems to minimize disruption to clinical operations
• Independently analyze and resolve complex helpdesk issues using advanced troubleshooting and institutional knowledge
• Use remote access tools to diagnose and resolve workstation-level issues, maintaining discretion when accessing sensitive systems and data
• Monitor and escalate systemic issues impacting multiple users or departments, conduct root cause analysis, and present findings to HIS and ITS leadership

System Maintenance & Optimization

• Support administration and optimization of HIS platforms including Veradigm EHR, Veradigm Practice Management, and PioneerRx by identifying inefficiencies, recommending improvements, and implementing configuration changes under supervision
• Collaborate with Center-IT teams to resolve hardware and software issues in accordance with IT standards and security protocols
• Liaise with external vendors to coordinate technical support, escalate unresolved issues, and evaluate vendor performance against service expectations

Project & Task Management

• Manage assigned tasks, programs, and projects independently, providing progress updates, identifying risks, and recommending solutions
• Contribute to HIS project planning and execution by supporting timelines, resource coordination, and stakeholder communication
• Participate in strategic meetings, offering input that supports departmental goals and technology strategies

Professional Development & Organizational Engagement

• Engage in ongoing learning and development, completing required training and seeking opportunities to enhance technical and analytical skills
• Perform additional duties as assigned, demonstrating flexibility, initiative, and a commitment to organizational excellence

QUALIFICATIONS

• High school diploma or general education degree (GED) required, bachelor’s degree or equivalent experience preferred
• Minimum 1 year of previous IT/IS helpdesk operations preferred
• Working knowledge of HIV/AIDS care, FQHCs, PCMH, 340(b), and Pharmacy operations preferred
• Strong analytical, communication, organizational, and interpersonal skills with a high level of attention to detail
• Experience managing Veradigm PM, EHR, and Population Health Management systems (Veradigm preferred)
• Experience with pharmacy management systems (PioneerRx preferred)
• Demonstrated ability to work effectively with people of diverse races, ethnicities, ages, and sexual orientations, and gender identities in a multicultural environment
• Understanding of healthcare environments as well as medical and pharmacy management workflows and terminology
• Strong computer and office systems troubleshooting skills, with the ability to teach and train
• Ability to work independently with sound and informed judgment while being task-oriented and adaptable

The Los Angeles LGBT Center is an Equal Opportunity Employer and is committed to fostering diversity within its staff. Applications are encouraged from all persons regardless of their race, color, ancestry, religious creed, national origin, sex, sexual orientation, gender identity, gender expression, medical/physical/mental condition, pregnancy/childbirth and related medical condition, age, marital status, or veteran status.

The Center requires that all staff working in Health Services clinical site locations receive the most up-to-date Influenza vaccinations and strongly recommends that staff also receive the latest COVID-19 vaccine. Staff not working at any of the Center’s clinical sites are encouraged to receive the latest COVID-19 and Influenza vaccines but are not required to do so. For more information, please contact jobs@lalgbtcenter.org.