Helpdesk Analyst

NHS Management, LLC is a family-owned skilled nursing and long-term care operator supporting 44 facilities across Alabama, Arkansas, and Florida. Our Corporate IT team keeps the technology behind patient care, clinical operations, and business functions running reliably — every ticket we close helps a facility keep doing its job.

About the role

We're looking for a Helpdesk Analyst I to serve as the first point of contact for technology issues across our corporate office and 42 facilities. You'll troubleshoot hardware, software, and connectivity issues, support end users by phone/email/ticketing system, and escalate complex issues to Tier 2/3 as needed. This is a great entry point into healthcare IT for someone who's naturally curious, methodical, and calm under pressure — clinical staff need their systems working now, and you'll be the person who makes that happen.

Responsibilities

• Serve as first-line support for incoming IT tickets, calls, and emails from corporate staff and facility-based users
• Diagnose and resolve hardware, software, printer, and network connectivity issues (in person, remote, and via phone)
• Set up and configure workstations, laptops, mobile devices, and peripherals for new hires and staff transfers
• Manage user account provisioning/deprovisioning (Active Directory, email, EHR/clinical systems access) following documented procedures
• Document all work in the ticketing system with clear, accurate notes for tracking and knowledge-base purposes
• Escalate unresolved or complex issues to Tier 2/3 support or appropriate vendor with complete diagnostic detail
• Maintain and update IT asset inventory records
• Follow HIPAA and company data-security policies in all support activities
• Provide basic support for common software (Microsoft 365, EHR/clinical applications, timekeeping systems)
• Participate in a rotating on-call/after-hours support schedule as needed

Requirements

• High school diploma or equivalent required; Associate's degree in IT or related field, or equivalent hands-on experience, preferred
• 0–2 years of helpdesk, desktop support, or customer service experience (healthcare or multi-site environment a plus)
• Working knowledge of Windows OS, Microsoft 365, and basic networking concepts (IP, DNS, VPN)
• Strong troubleshooting instincts and the discipline to document your work
• Clear, patient communication style — you can walk a non-technical user through a fix without making them feel dumb
• Comfortable prioritizing multiple tickets across urgency levels in a fast-paced environment
• A+ certification or similar (CompTIA, ITIL Foundations) a plus, not required
• Ability to lift/move IT equipment (up to 40 lbs) and travel occasionally to facility locations if needed

Benefits

• Competitive wages
• Elite Low Cost Gold Plan Blue Cross Blue Shield Health Insurance
• Dental Insurance, Life Insurance, Vision Insurance
• 401K with company match
• Paid Holidays and Paid Vacation

Schedule

Monday–Friday, 8:00 AM–5:00 PM, with rotating on-call

Why NHS Management

• Stable, growing, family-owned company with a clear mission: supporting the people who care for our residents
• Real path for growth — our IT team promotes from within, and this role is a direct pipeline to Tier 2/3, systems administration, and analytics-focused positions
• Work that has a visible, immediate impact — you're not just closing tickets, you're keeping care teams running