Help Desk Specialist

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 LifeStances values every member of the LifeStance 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.

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

REQUIREMENTS

• Associatesdegree in healthcare business or a related field preferred or equivalent combination of education and experience.

• 1 to 2years of experience providing customer support or delivering training on software applications within clinical settings required.

• 1 to 2years 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.

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

• LifeStance 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 statusdisabilityor any other legally protectedstatus.

• Demonstratesawareness inclusivity sensitivity humility and experience in working with individuals from diverse ethnic backgrounds socioeconomic statuses sexual orientations gender identities and other various aspects ofculture.

PHYSICAL REQUIREMENTS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonableaccommodationmay be made to enable individuals with disabilities to perform the essential functions.

• This role is primarily performed in aremote setting requiring reliable internet access and a quietdistraction-free dedicatedHIPAA (Health Insurance Portability and AccountabilityAct)compliant involvesextended periods of sittingfrequent use of acomputerand audio/videocallsandmeetings.

• While performing the duties of this job the employee is regularly required to sit stand bend talk and hear. The employee is 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.