Information Technology (IT) Help Desk Specialist
MT Psychiatry
- Information Technology (IT) Help Desk SpecialistHot JobRemote - Dallas, TX 75202## OverviewPosition TypeFull Time## Description**Position Summary**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.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.**Key Responsibilities****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.## Qualifications**Required*** 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.**What We Offer*** 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.
- J-18808-Ljbffr MT Psychiatry
Vacancy posted 2 days ago
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