Help Desk Specialist

Role overview

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

Responsibilities

• Serve as the primary point of contact for IT and application support, guiding users through standard workflows, policies, and procedures.
• Provide timely assistance to users via phone and a ticketing system.
• Manage incoming requests through calls, email tickets, and screen sharing to help end users with system functionality and configuration.
• Identify operational inefficiencies and share feedback along with root-cause analysis related to software, hardware, network configurations, and support workflows.
• Document issues and service requests accurately in the ticketing system to support transparency and continuous improvement.
• Prioritize and manage multiple tasks while meeting established Service Desk KPIs.
• Deliver a high level of customer service with clear, empathetic, and solution-focused support.

Requirements

• Associate degree in healthcare, business, or a related field preferred, or an 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 electronic health record (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 equal opportunity employer and values inclusivity and respect for diverse backgrounds and identities.

Technologies

• AdvancedMD
• Athenahealth
• Microsoft Office Suite
• SharePoint
• Microsoft Teams

Benefits

• Medical, dental, and vision coverage
• Accidental death and dismemberment insurance
• Short-term and long-term disability
• Life insurance
• 401(k) retirement plan with employer match
• Paid parental leave and paid time off
• Holiday pay
• Employee Assistance Program

LifeStance Health values

• Belonging: fostering an environment where everyone can be authentic
• Empathy: welcoming diverse perspectives and listening without judgment
• Courage: accountability for doing what is right, even when difficult
• One Team: achieving shared goals through collaboration

Physical requirements

The role is primarily remote, requiring a reliable internet connection and a quiet, HIPAA compliant workspace. The work involves extended periods of sitting and frequent computer and audio/video calls. The employee should be able to sit, stand, bend, talk, and hear; walking is often required. The role may require lifting and moving objects up to 25 pounds. Vision requirements include close, distance, color, peripheral, depth perception, and the ability to adjust focus. Reasonable accommodations may be made for employees with disabilities.