Help Desk Specialist

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.

$25.00 - $28.00 per hour, plus a competitive bonus plan.

• 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.
• Deliver a high level of customer service by providing clear, empathetic, and solution-oriented support.

Work location may be on-site, remote, or hybrid, based on business needs.

• 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 AdvancedMD 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.

The role is primarily performed in a remote setting, requiring reliable internet access and a quiet, distraction-free, dedicated HIPAA-compliant workspace. Work involves extended periods of sitting, frequent use of a computer and audio/video calls and meetings. The employee is regularly required to sit, stand, bend, talk and hear, and frequently required to walk. The employee must be able to lift and/or move objects up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

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.

Life Stance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability, or any other legally protected status. Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture.