Help Desk Support Spec

About Claratel Behavioral Health

Claratel Behavioral Health is an innovative, community-based behavioral health and developmental disabilities services organization offering a full range of mental health, developmental disabilities, and substance use disorder services to underserved individuals. As a public, not-for-profit organization, Claratel Behavioral Health operates in more than 20 locations in DeKalb County, Georgia, with a diverse workforce of more than 400 direct‑care and support staff.

Seeking a dedicated and knowledgeable Helpdesk Support Specialist to join our IT team. The successful candidate will be responsible for providing technical assistance and support to end‑users, diagnosing hardware and software issues, and ensuring the smooth operation of our IT infrastructure.

• Provide first‑level contact and convey resolutions to user issues.
• Properly Escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem‑solving processes.
• Assist with administrative tasks related to phone communication, such as updating contact lists and managing voicemail systems.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers’ expectations.
• Ensure proper recording, documentation, and closure of issues.
• Collaborate with the Workforce Training and Development department to identify training needs and improve training programs.
• Recommend procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products, and services.
• Conduct training sessions on EHR functionality and job‑dependent applications for staff members.

• Working knowledge of help desk software, databases, and remote control.
• Strong client‑facing and communication skills.
• Advanced troubleshooting and multi‑tasking skills.
• BS degree in Information Technology, Computer Science, or equivalent.

• Certification in ITIL, CompTIA A+, Network+, or other relevant certifications.
• Experience with Microsoft Office 365, Windows, and Mac operating systems.
• Familiarity with network management and diagnostic tools.

• Opportunities for professional development and growth.
• A collaborative and supportive work environment.

Interested candidates are encouraged to submit their resume.

Claratel Behavioral Health is an equal opportunity employer regarding disability under VEVRRA and ADA. Candidates who may require an accommodation under the Americans with Disabilities Act or similar law to perform the essential functions of this job are encouraged to contact Human Resources at hrhelp
. Pre‑employment drug screening and a criminal history background check are required. Claratel Behavioral Health participates in E‑Verify (Company ).