Helpdesk Support Specialist

Helpdesk Support Specialist

Seeking a Helpdesk Support Specialist to join our team! Fully Remote - you must reside near one of our facilities.

This position supports one of the trusted behavioral health programs within the Advanced Recovery Systems family. Advanced Recovery Systems is the parent organization of Promises Behavioral Health, The Right Step, and The Ranch, bringing together established treatment brands with a shared commitment to expanding access to high-quality, evidence-based addiction and mental health care.

While you may work primarily with a specific facility or brand, you will be part of a larger, growing organization focused on improving patient outcomes, supporting our employees and strengthening the communities we serve.

The Helpdesk Support Specialist is the first point of contact for technology support across the organization's treatment facilities and corporate offices nationwide. The Specialist provides responsive, courteous Tier 1 support for computers, user accounts, Microsoft 365, and clinical applications, including the Avatar Electronic Health Record (EHR). The Specialist resolves issues at first contact whenever possible, escalates to senior IT staff when needed, and protects patient health information (PHI) in accordance with HIPAA and company security policies in every interaction.

Works effectively with the facility leadership team to ensure success of the facility by completing the following:

CORE JOB DUTIES:

Serve as the first point of contact for technical support requests received through the self-service portal, phone, email, Teams, and walk-ups; provide remote and on-site support to staff at all facilities.

Log, prioritize, and manage Help Desk tickets within established response and resolution targets, and keep users informed of status.

Diagnose and resolve Tier 1 issues with Windows workstations, laptops, printers, scanners, phones, and peripherals, following standard help desk procedures.

Perform account administration according to IT procedures, including new hire setup, terminations, password resets, MFA re-registration, group membership, and mailbox changes in Active Directory, Entra ID, and Microsoft 365. Verify the requester's identity before making any account change.

Provide first-level support to Avatar EHR users (log-in, access, printing, and workstation issues) and escalate application issues to the appropriate team.

Set up, enroll, and deploy computers and mobile devices using Intune; maintain accurate inventory of issued, returned, and retired equipment.

Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office.

Assist users with remote-access and connectivity issues (GlobalProtect VPN, Remote Desktop, Wi-Fi), escalating network problems to senior IT staff.

Recognize and immediately report suspected security incidents, such as phishing, malware alerts, lost or stolen devices, or unauthorized access, according to the incident response procedure.

Protect PHI and confidential information in accordance with HIPAA and company security policies, including proper handling, wiping, and disposal of devices and media.

Identify and escalate situations requiring urgent attention, such as site-wide outages or EHR downtime, with complete documentation.

Follow up with users to confirm issues are resolved before closing tickets.

Create and update knowledge base articles, how-to guides, and user documentation.

Assist with IT projects, new site setups, equipment refreshes, and office moves as assigned.

Perform other duties as assigned.

KNOWLEDGE AND TRAINING REQUIRED AT TIME OF HIRE:

Windows 10/11 desktop support and troubleshooting; Microsoft 365 (Outlook, Teams, OneDrive, SharePoint); Active Directory user and group administration fundamentals; basic networking (TCP/IP, DNS, DHCP, Wi-Fi, VPN); printer and peripheral support; HIPAA privacy and security fundamentals; Drug-Free Workplace Policies; Workplace Violence; Corporate Integrity & Compliance Program

POSITION COMPETENCIES:

Provides courteous, patient customer service to clinical, administrative, and leadership staff by phone, email, Teams, the self-service portal, remote session, and in person.

Troubleshoots software, hardware, network, printing, and account-access issues using a logical, step-by-step approach.

Documents all troubleshooting steps, resolutions, and escalations in the ticketing system clearly enough that another technician can pick up the work.

Resourceful and proactive; uses the knowledge base and documentation to solve problems and contributes articles for recurring issues.

Works as a team player and communicates technical information clearly to non-technical staff. Bilingual English/Spanish is a plus.

Exercises sound judgment with confidential information and follow identity verification procedures before password resets, MFA changes, or access requests.

Manages time effectively and prioritizes requests based on urgency and impact on patient care.

Able to participate in an on-call rotation and work after hours or remotely when needed.

Able to travel to facilities when needed, including occasional overnight travel.