IT Help Desk Specialist (Hybrid)

Welcome to Ovation Healthcare!

At Ovation Healthcare (formerly QHR Health), we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions. 

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior. 

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork. 

Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com. 

Summary:

We are seeking a proactive and customer-focused IT Helpdesk Associate to join our team. The ideal candidate will provide technical support and assistance to end-users, ensuring the smooth operation of computer systems, software, and hardware. Responsibilities include troubleshooting issues, resolving technical problems, and escalating complex cases to higher-level support. Strong communication skills and a solid understanding of IT systems are essential.

Duties & Responsibilities:

• Hybrid role - in Brentwood, TN office 2-3 days per week required.
• Respond to user inquiries and provide technical support via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network issues.
• Document and track issues using a ticketing system.
• Assist with management of onsite and remote stock and inventory.
• Assist with the setup and configuration of computer systems and applications.
• Collaborate with other IT team members to resolve complex issues.
• Other duties as assigned.

Education And Experience:

• 2 or 4 year college degree or experience equivalent.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
• 1-2 years of professional help desk, computer setup and management, and customer service/support experience.
• Proven experience in a helpdesk or technical support role.
• Strong knowledge of computer systems, networks, and software applications.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.

Travel:

• Travel to Huntsville, AL office 1-2 times a quarter (not an overnight stay).

Competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; and responds well to questions.
• Written Communication - Able to read and interpret written information.
• Teamwork - Contributes to building a positive team spirit.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.
• Adheres to Ovation Healthcare Values, Code of Conduct and Employee Handbook.
• Completes all yearly education in a timely manner.
• Keeps certification and/licensure required for position up-to-date with no expiration.

Working Conditions And Physical Requirements:

• Primarily office-based with a typical business setting. This role may involve collaboration in virtual settings and participation in team meetings.
• Ability to sit for extended periods at a desk and work on a computer.
• Occasional standing, walking, bending, and lifting of up to 50 pounds.
• Reliable high-speed internet connection is required for all remote/hybrid positions.
• Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities.
• A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.