Helpdesk Support Specialist
New
A
Advanced Recovery SystemsBehavioral health
Fully Remote - you must reside near one of our facilities.Full-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Bilingual English/Spanish is a plus.
- Experience
- Minimum one (1) year of experience in helpdesk, desktop support, or end-user support.
- Required Skills
- HIPAA
Requirements
- High school diploma or equivalent required.
- At least one year of experience in helpdesk, desktop support, or end-user support.
- Experience supporting Windows 10/11 and Microsoft 365 in a business environment.
- An associate or bachelor's degree in information technology, computer science, or a related field is preferred; equivalent work experience may be considered in place of a degree.
- Experience supporting a healthcare or multi-site organization is preferred.
- CompTIA A+ is preferred; Network+, Security+, or a Microsoft certification such as MS-900 or MD-102 is a plus.
- Valid driver's license required for travel to facilities.
- Knowledge of Active Directory user and group administration fundamentals.
- Knowledge of basic networking, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
- Knowledge of printer and peripheral support and HIPAA privacy and security fundamentals.
- 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.
Responsibilities
- Serve as the first point of contact for technical support requests through the self-service portal, phone, email, Teams, and walk-ups.
- Log, prioritize, manage, and document helpdesk tickets, keeping users informed and confirming resolution before closing tickets.
- Diagnose and resolve Tier 1 issues with Windows workstations, laptops, printers, scanners, phones, and peripherals.
- Administer accounts, passwords, MFA, group membership, and mailboxes in Active Directory, Entra ID, and Microsoft 365, verifying requester identity before changes.
- Provide first-level support for Avatar EHR access and workstation issues, escalating application issues as appropriate.
- Set up, enroll, and deploy computers and mobile devices using Intune, and maintain equipment inventory.
- Support Microsoft 365 applications and assist with VPN, Remote Desktop, Wi-Fi, and connectivity issues.
- Report suspected security incidents and protect PHI in accordance with HIPAA and company security policies.
- Create and update knowledge base articles, how-to guides, and user documentation.
- Assist with IT projects, new site setups, equipment refreshes, and office moves.
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