Helpdesk Support Specialist

Fully Remote - you must reside near one of our facilities.

This position supports one of the trusted behavioral health programs within the Advanced Recovery Systems family. Advanced Recovery Systems is the parent organization of Promises Behavioral Health, The Right Step, and The Ranch, bringing together established treatment brands with a shared commitment to expanding access to high-quality, evidence-based addiction and mental health care.

While you may work primarily with a specific facility or brand, you will be part of a larger, growing organization focused on improving patient outcomes, supporting our employees and strengthening the communities we serve.

The Helpdesk Support Specialist is the first point of contact for technology support across the organization's treatment facilities and corporate offices nationwide. The Specialist provides responsive, courteous Tier 1 support for computers, user accounts, Microsoft 365, and clinical applications, including the Avatar Electronic Health Record (EHR). The Specialist resolves issues at first contact whenever possible, escalates to senior IT staff when needed, and protects patient health information (PHI) in accordance with HIPAA and company security policies in every interaction.

Works effectively with the facility leadership team to ensure success of the facility by completing the following:

Serve as the first point of contact for technical support requests received through the self-service portal, phone, email, Teams, and walk-ups; provide remote and on-site support to staff at all facilities.

Log, prioritize, and manage Help Desk tickets within established response and resolution targets, and keep users informed of status.

Diagnose and resolve Tier 1 issues with Windows workstations, laptops, printers, scanners, phones, and peripherals, following standard help desk procedures.

Perform account administration according to IT procedures, including new hire setup, terminations, password resets, MFA re-registration, group membership, and mailbox changes in Active Directory, Entra , and Microsoft 365. Verify the requester’s identity before making any account change.

Provide first-level support to Avatar EHR users (log-in, access, printing, and workstation issues) and elevate application issues to the appropriate team.

Set up, enroll, and deploy computers and mobile devices using Intune; maintain accurate inventory of issued, returned, and retired equipment.

Support Microsoft 365 applications, including Outlook, Teams, One Drive, SharePoint, and Office.

Assist users with remote-access and connectivity issues (Global Protect VPN, Remote Desktop, Wi-Fi), escalating network problems to senior IT staff.

Recognize and immediately report suspected security incidents, such as phishing, malware alerts, lost or stolen devices, or unauthorized access, according to the incident response procedure.

Protect PHI and confidential information in accordance with HIPAA and company security policies, including proper handling, wiping, and disposal of devices and media.

Identify and elevate situations requiring urgent attention, such as site-wide outages or EHR downtime, with complete documentation.

Follow up with users to confirm issues are resolved before closing tickets.

Create and update knowledge base articles, how-to guides, and user documentation.

Assist with IT projects, new site setups, equipment refreshes, and office moves as assigned.

Perform other duties as assigned.

Windows 10/11 desktop support and troubleshooting;
Microsoft 365 (Outlook, Teams, One Drive, SharePoint);
Active Directory user and group administration fundamentals; basic…