Information Technology (IT) Help Desk Specialist

We are looking for a compassionate and technically skilled IT Help Desk Specialist to support our clinical and administrative teams across multiple locations. In a mental health care environment, reliable technology is not just a convenience - it enables clinicians to focus on their patients without distraction. You will serve as a trusted escalation point for complex technical issues, keep our HIPAA-compliant systems running smoothly, and ensure that every staff member - whether in the office or working remotely - has the tools and access they need to deliver quality care., Help Desk & End-User Support

• Serve as the escalation point for tickets, resolving complex hardware, software, and connectivity issues that frontline support cannot address.
• Provide remote and on-site technical support to clinical staff, care coordinators, billing teams, and administrators across all office locations.
• Diagnose and resolve issues with Windows and macOS endpoints, printers, peripherals, mobile devices, and Microsoft 365 applications.
• Support video conferencing equipment and platforms used for telehealth sessions (Zoom for Healthcare, Doxy.me, or similar).
• Escalate unresolved issues to Systems Administration with thorough documentation and reproduction steps.

Ticketing & SLA Management

• Manage and prioritize the help desk ticket queue using the organization’s ITSM platform (Fresh service, Jira Service Management, or similar).
• Meet or exceed defined SLA targets for response and resolution times; communicate proactively with end users on ticket status.
• Identify recurring issues and document root-cause findings; propose permanent fixes or workarounds to reduce ticket volume.
• Contribute to and maintain the internal knowledge base with step-by-step resolution guides and FAQs for common issues.
• Produce weekly help desk metrics reports (ticket volume, first-contact resolution rate, SLA adherence) for IT leadership.

HIPAA & Data Privacy

• Handle all support activities in accordance with HIPAA Security Rule requirements, ensuring PHI is never exposed or transmitted insecurely during troubleshooting sessions.
• Enforce endpoint security policies: full-disk encryption, screen lock, antivirus/EDR health, and patch compliance on all supported devices.
• Process access requests and account changes in Active Directory / Azure AD with appropriate approval documentation and timely access revocation for offboarding.
• Recognize and escalate potential security incidents (phishing attempts, unauthorized access, lost or stolen devices) per the incident response policy.
• Complete required HIPAA training annually and assist in delivering end-user security awareness content.

EHR & Clinical Application Support

• Provide support for the organization’s electronic health record (EHR) system, resolving login issues, performance problems, and workflow configuration questions.
• Assist clinicians with telehealth platform connectivity, camera/microphone configuration, and session quality issues - prioritizing rapid resolution to protect patient appointments.
• Coordinate with EHR and clinical application vendors to open and track support cases; serve as the internal liaison between end users and the vendor.
• Support SSO and MFA enrollment for clinical staff accessing EHR and other regulated applications.
• Participate in user acceptance testing (UAT) for EHR updates, patches, and new clinical tools before production release.

Remote & Multi-Site Support

• Deliver consistent, high-quality support to staff working across multiple clinic locations and from home using remote access tools (e.g., SplashtopAction1, or built-in OS remote assistance).
• Troubleshoot VPN connectivity, remote desktop sessions, and cloud-application access for remote and hybrid workers.
• Ship, configure, and support loaner devices for remote employees; maintain an accurate device inventory and track asset assignments.
• Coordinate with site leads to schedule on-site visits for hardware issues that cannot be resolved remotely.

This role is ideal for someone who combines strong technical troubleshooting skills with genuine patience and empathy - because our end users are clinicians and care coordinators, not IT professionals, and your ability to communicate clearly and calmly is just as important as your technical expertise., * 1-3 years of experience in a help desk, desktop support, or IT support role - preferably in a healthcare, behavioral health, or regulated environment.

• Solid troubleshooting skills across Windows 10/11, macOS, and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Working knowledge of Active Directory and Azure AD user administration, including group policies and MFA/Conditional Access.
• Experience using an ITSM ticketing platform and a demonstrated ability to manage a busy queue while meeting SLAs.
• Basic networking skills: understanding of TCP/IP, DNS, DHCP, and VPN troubleshooting.
• Familiarity with HIPAA requirements as they apply to day-to-day IT support practices.
• Excellent written and verbal communication skills, with the patience to support non-technical clinical users under pressure.

Preferred

• Experience supporting an EHR platform in a behavioral health, outpatient mental health, or substance use disorder setting.
• Hands-on experience with telehealth platforms and clinical video conferencing equipment.
• CompTIA A+, Network+, or Security+ certification.
• Microsoft certifications (MD-102 Endpoint Administrator or equivalent).
• Experience with mobile device management (MDM) platforms such as Microsoft Intune or Jamf.
• Bilingual (English/Spanish) is a plus, given our diverse patient and staff population.

• Comprehensive medical, dental, and vision coverage effective the first of the month following hire.
• 401(k) with employer match and paid time off starting at 15 days per year, plus 10 paid holidays.
• Paid continuing education and reimbursement for industry certifications.
• Flexible hybrid schedule - primarily in-office with remote flexibility as workload allows.
• A collaborative, mission-driven team where your work has a direct impact on patient care and clinician well-being.