Help Desk Specialist

At Life Stance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare.

Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team!

Life Stance Health Values Belonging:
We cultivate a space where everyone can show up as their authentic self.

Empathy:
We seek out diverse perspectives and listen to learn without judgment.

Courage:
We are all accountable for doing the right thing - even when it's hard - because we know it's worth it.

One Team:
We realize our full potential when we work together towards our shared purpose.

Benefits As a full-time employee of Life Stance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program.

ROLE OVERVIEW The IT Support, Help Desk role provides front-line technical support for clinical applications, as well as hardware and software used by clinicians, patients, and administrative team members. This position serves as a primary point of contact for troubleshooting issues, responding to inquiries, and ensuring timely resolution of support requests.

The ideal candidate is customer-focused, detail-oriented, and proactive, with strong knowledge of application setup and configuration. This role partners cross-functionally to support system functionality, contribute to ongoing process improvements, and champion change management initiatives. Success in this position offers the opportunity for expanded responsibilities and professional growth within the IT support function.

Consistent with Life Stance’s values, every member of the Life Stance team is expected to support each other and the mission, which may mean participating in projects and initiatives and performing functions and responsibilities not specifically outlined in this job description.

COMPENSATION: $25.00 - $28.00/hour in addition to a competitive bonus plan

KEY RESPONSIBILITIES Serve as the primary point of contact for IT and application support, including troubleshooting and guidance on standard workflows, policies, and procedures.

Provide timely and effective user support via phone and ticketing system.

Manage incoming support requests through calls, email tickets, and screen sharing to assist end users with system functionality and configuration.

Identify and communicate operational inefficiencies, providing feedback and root cause analysis related to software, hardware, network configurations, and support workflows.

Accurately document issues and service requests in the ticketing system, supporting transparency and continuous process improvement.

Effectively prioritize and manage multiple tasks while meeting established Service Desk KPIs.Delivers a high level of customer service by providing clear, empathetic, and solution-oriented support.

REQUIREMENTS Associate’s degree in healthcare, business, or a related field preferred, or equivalent combination of education and experience.
1 to 2 years of experience providing customer support or delivering training on software applications within clinical settings, required.
1 to 2 years of experience diagnosing and resolving technical issues related to hardware, software, and network systems, strongly preferred.

Demonstrated experience with EHR systems required; experience with Advanced

MD or Athenahealth is highly desirable.

Strong organizational and time management skills, with the ability to meet tight deadlines and effectively prioritize competing tasks.

Excellent communication and customer service skills, with the ability to convey information clearly and professionally.

Ability to collaborate effectively with all levels of management, team members, and clinicians in a patient and professional manner.

Proficiency in Microsoft Office Suite, SharePoint, and Microsoft Teams.

Work location may be…