Information Technology; IT) Help Desk Specialist

Position: Information Technology (IT) Help Desk Specialist
# Information Technology (IT) Help Desk Specialist Hot Job Remote - Dallas, TX 75202## Overview Position Type Full 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…