IT Support & Help Desk Specialist

Join our mission toprovide a comprehensive continuum of care for people in Louisiana, encompassing primary care, behavioral health, and substance use disorder treatment. Helpsave lives at OHL!

Odyssey House Louisiana, Inc.is seeking a full-time, exempt IT Support & Help Desk Specialist. The schedule for this position is Monday-Friday 8am-5pm, with flexibility that may require working evening, nights, holidays, and weekends for emergency situations.

The IT Support & Help Desk Specialist provides on-site, first-line technical support for Odyssey House Louisiana's workforce across all nine program locations, sharing Tier 1responsibilities with the agency's managed services provider. This position manages the internal help desk queue, resolves hardware, software, account,network, and mobile device issues, and keeps staff working so they can focus onclient care.

The Specialist supports theagency's core technology environment, including (but not limited to):

• End-user devices:
  Windows laptops and desktops, Chromebooks, iPads, printers, and peripherals
• Agency mobile phones and Mobile Device Management (MDM)
• Microsoft
  365 (Outlook, Teams, SharePoint, One Drive) and multi-factor authentication(Duo)
• Helpdesk ticketing and coordination with the agency's managed services provider
• Tier1 user support for the Electronic Health Record, with troubleshooting ability and escalation to the EHR team

It is the duty and responsibility of the IT Support & Help Desk Specialist to:

• Ensure that all HIPAA, 42 CFR Part 2, and related security measures are followed atall times;
• Managethe internal help desk queue: triage, prioritize, resolve, and document tickets within established response times, routing issues to the managed services provider when they fall within its scope;
• Troubleshoot and resolve hardware, software, printer, network, and connectivity issues inperson and remotely;
• Manage user accounts across Microsoft 365, MFA, shared mailboxes, distribution lists,and building access badges;
• Execute new hire onboarding and employee offboarding, including account setup, device issuance, access removal, and equipment recovery;
• Deploy,configure, and track agency laptops, desktops, tablets, and mobile phones, and maintain accurate asset records and sign-out documentation;
• Administer agency mobile devices through MDM, including enrollment, policy compliance, andlost or stolen device response;
• Provide Tier 1 EHR user support (log-in issues, password resets, basic navigation) and escalate complex issues to the EHR team;
• Assistthe EHR & Data Sytstems Manager as the agency's on-site liaison to the managed services provider; escalatiissues to and coordinate with the managed services provider and technology vendors (internet, phone, printer, and carrier) to ensure timely resolution;
• Identify recurring issues, recommend permanent fixes, and proactively address problems before they generate tickets;
• Buildand maintain help desk documentation, knowledge base articles, and how-toguides for staff;
• Support agency security practices, including responding to reported phishing,reinforcing the AI Acceptable Use Policy, and reporting suspected security incidents immediately;
• Setup and support conference room technology, video conferencing, and hybrid meetings;
• Assist with new staff orientation and provide technology training to staff (both remotely and in-person);
• SupportIT projects such as workstation refreshes, site setups, and system rollouts as assigned;
• Participate in a rotating after-hours on-call schedule for critical issues and;
• Perform other duties as assigned.

Minimum qualifications include the following:

• High school diploma or GED;
  Associate's degree or relevant IT certification strongly preferred
• 3+years of help desk, desktop support, or IT support experience
• 3+ years of experience in healthcare, behavioral health, or a nonprofit setting
• Hands-on experience with Windows 10/11, MacOS, Microsoft 365administration, and Active Directory or Entra
• Experience with a help desk ticketing system and documenting resolutions
• Experience supporting mobile devices and printers
• Demonstrated ability to work independently, manage a ticket queue, and prioritize without close supervision
• Self-starter who takes initiative, follows issues through to resolution,and looks for root causes rather than quick fixes
• Strong customer service and communication skills, with the ability toexplain technical issues in plain language
• Valid Louisiana driver's license and…