IT Support & Help Desk Specialist

IT Support & Help Desk Specialist

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

Job Summary

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

The IT Support & HelpDesk Specialist provides on-site first-line technical support for OdysseyHouse Louisianas workforce across all nine program locations sharing Tier 1responsibilities with the agencys managed services provider. This positionmanages the internal help desk queue resolves hardware software accountnetwork and mobile device issues and keeps staff working so they can focus onclient care.

The Specialist supports theagencys core technology environment including (but not limited to):

• End-userdevices: Windows laptops and desktops Chromebooks iPads printers andperipherals
• Agencymobile phones and Mobile Device Management (MDM)
• Microsoft365 (Outlook Teams SharePoint OneDrive) and multi-factor authentication(Duo)
• Helpdesk ticketing and coordination with the agencys managed services provider
• Tier1 user support for the Electronic Health Record with troubleshooting abilityand escalation to the EHR team

DUTIES &RESPONSIBILITES

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

• Ensurethat all HIPAA 42 CFR Part 2 and related security measures are followed atall times;
• Managethe internal help desk queue: triage prioritize resolve and document ticketswithin established response times routing issues to the managed servicesprovider when they fall within its scope;
• Troubleshootand resolve hardware software printer network and connectivity issues inperson and remotely;
• Manageuser accounts across Microsoft 365 MFA shared mailboxes distribution listsand building access badges;
• Executenew hire onboarding and employee offboarding including account setup deviceissuance access removal and equipment recovery;
• Deployconfigure and track agency laptops desktops tablets and mobile phones andmaintain accurate asset records and sign-out documentation;
• Administeragency mobile devices through MDM including enrollment policy compliance andlost or stolen device response;
• ProvideTier 1 EHR user support (log-in issues password resets basic navigation) andescalate complex issues to the EHR team;
• Assistthe EHR & Data Sytstems Manager as the agencys on-site liaison to themanaged services provider; escalate issues to and coordinate with the managedservices provider and technology vendors (internet phone printer andcarrier) to ensure timely resolution;
• Identifyrecurring issues recommend permanent fixes and proactively address problemsbefore they generate tickets;
• Buildand maintain help desk documentation knowledge base articles and how-toguides for staff;
• Supportagency security practices including responding to reported phishingreinforcing the AI Acceptable Use Policy and reporting suspected securityincidents immediately;
• Setup and support conference room technology video conferencing and hybridmeetings;
• Assistwith new staff orientation and provide technology training to staff (bothremotely and in-person);
• SupportIT projects such as workstation refreshes site setups and system rollouts asassigned;
• Participatein a rotating after-hours on-call schedule for critical issues and;
• Performother duties as assigned.

MINIMUM QUALIFICATIONS

Minimum qualificationsinclude the following:

• Highschool diploma or GED; Associates degree or relevant IT certification stronglypreferred
• 3years of help desk desktop support or IT support experience
• 3 years of experience in healthcare behavioral health or a nonprofitsetting
• Hands-on experience with Windows 10/11 MacOS Microsoft 365administration and Active Directory or Entra ID
• 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 andprioritize without close supervision
• Self-starter who takes initiative follows issues through to resolutionand 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 drivers license and reliable transportation

PREFERRED QUALIFICATIONS

Preferred qualificationsinclude the following:

• Bachelors Degree in Computer Information Technology Statistics orrelated field
• CompTIA A Network or Security certification or Microsoft 365certification
• Familiarity with HIPAA and 42 CFR Part 2 privacy requirements
• Experience with Mobile Device Management (MDM) platforms
• Exposure to Electronic Health Record (EHR) systems
• Experience working alongside a managed services provider (MSP)
• 5 years of healthcare or public health experience
• Demonstrated experience in Microsoft Power BI dashboard/reportdevelopment
• Familiarity with clinical informatics and population health reporting

Compensation andBenefits

Competitive Compensation and Benefits package includes insurance(health dental vision life long-term and short-term disability) leavebenefits and 401k match.